You and your Authorized Users (collectively End Users) will receive standard support while having an active subscription with ProForma (Cloud) or the during the period for which you have paid the applicable fee (Server or Data Center).
Support is provided on the terms set out in this Maintenance and Support Policy and also on the terms set out in the:
While we will respond to every support request, be advised that we must receive a documented, replicable example of the defect or error and, if requested, a listing of output or other information needed in order to reproduce working conditions similar to those in which the defect or error occurred.
We are not responsible for any hardware, cabling or operating system components of your network or computing devices. You are responsible for ensuring all systems and networks are set up to meet ProForma’s specifications.
Capitalized terms in this document use the meanings set out in ThinkTilt’s SaaS Agreement.
ProForma Support Has Moved
As of 09:00 AEST (GMT+10) on July 30, 2021, Support for ProForma has moved to Atlassian support channels and is now subject to Atlassian SLAs and Escalation Policies.
PLEASE NOTE: All tickets previously opened using the ThinkTilt support portal will be honored and we will continue working with you to resolve those tickets.
Click here to learn more about Atlassian’s Support Offerings, including information on response times and support hours.
ThinkTilt’s standard support offering provides you with high quality customer support services, consisting of the following:
Updates to ProForma, free of additional fees.
Fixes or work-arounds.
Telephone and Email Support
Telephone and email support for you and your Authorized Users from ThinkTilt’s Melbourne office, during the Support Hours listed below.
Technical user support and application defect support when the ProForma documentation does not adequately explain ProForma’s behavior.
ThinkTilt shall provide multiple channels for customers to access support. These include:
Access to the support portal to raise and manage support requests
Access to the online documentation site docs.thinktilt.com
Access to the system status page at status.thinktilt.com, which allows the Customer to track system availability, to receive notifications of any planned system downtime and to receive updates on system outages