Product Support

Facing a challenge with your Communardo product? We would like to help you!

First of all, check out the following suggestions to see if any of them can support you quickly:

Always start by searching for an answer in our Communardo Knowledge Base.
You can also search for frequently asked questions for all our apps here.
Try searching for existing issues in our Communardo Jira Board. Please enter the name of our app too.
Have a look at the User Documentation of our Add-ons. Here for the (formerly) Bitvoodoo’s Apps.
Please note that our Apps portfolio is growing. Starting from https://marketplace.atlassian.com/vendors/95/communardo-products-gmbh , you should be able to find all the links leading to the App Documentation pages.

How do we support you?

Just raise an issue in our Service Center (e.g., a support request, a bug, or an idea) and we will be at your service. Marketplace Partners and Solution Partners can use the Partner Fast Lane.

In the following are details about our product support, such as scope, service hours, and SLAs.

What does our free support include?

For all Communardo apps and solutions on supported platforms within our service hours:

Help with installation and configuration
Assistance with issues during updates
Help with troubleshooting problems
Help identifying workarounds
Identifying bugs and creating bug reports
- Help with workarounds and bug reporting
- Fixing bugs will be scheduled according to a variety of considerations
In support English language

What does it not include?

Product training
Support for customers who do not have a valid and current license or active subscription
Support for retired apps
Support related to non-Communardo apps or solutions
Beta or development releases of Communardo apps or solutions (e.g., Communardo Labs apps)
Individual customization or customized versions

Additional Support

Of course, we are also happy to support you with requests that are not covered by free product support. For this purpose, we offer support as a solution partner.

Partner Portal

This Partner Space is a one-stop shop to get to know our apps, receive training on them, get fast lane help and access your promo codes.

When will we be helping you?

Our business hours are Monday-Friday, 9 AM-5 PM CET/CEST.

Communardo will be closed on major German and Saxon holidays.

New Year's Day (January 1st)
Good Friday (April 18th, 2025)
Easter Monday (April 21st, 2025)
Labor Day (May 1st)
Ascension Day (May 29th, 2025)
Whit Monday (June 9th, 2025)
Day of German Unity (October 3rd)
Reformation Day (October 31st)
Repentance Day (November 19th, 2025)
Christmas Eve (December 24th)
Christmas (December 25th)
Second Christmas Day (December 26th)
New Year's Eve (December 31st)

How fast will we help you?

We try to assist you as fast as possible. In order to react faster in urgent cases, we need you to prioritize your issue. When you create a support request with severity "Level 1" to Communardo, our first response will be within 1 hour from the time of your request. Support requests with severity "Level 2" will receive a first response within 4 hours, "Level 3" 8 hours, and "Level 4" within 24 hours.

Supported Platforms

Communardo will not assist apps and solutions on platforms that are not supported by the app version or Atlassian, including unsupported web browsers and database versions. See the Atlassian Marketplace for version details of Communardo apps.