Product Service Punchcards
Gain access to our team of experts, ready to support you for any of our product offerings. Service Punchcards are purchased in 5-hour increments, and time can be consumed in as little as 15 minute increments. Service Punchcard purchases include access to a customer portal where requests will be created and tracked. Punchcard balance is visible in your customer portal and is updated weekly.
Covered by the Product Service Terms Agreement
Per Punchcard: $1000
Punchcard time can be used for support with:
Proof of Concept / RFP
Context-specific, detailed Q&A
Technical Support versus Punchcards
Commercial and academic product license holders are entitled to product support without a punchcard. Yet many organizations also purchase punchcards to get a little hands-on coaching and training. If you're in this situation, how do you know when your query is technical support vs. when it is charged to your punchcard?
If your query is about how to use our products in general, feature inquiries, bug workarounds, or similar, it's technical support. Technical support queries usually take the form, "How do I do X in your product?" Bottom line: it's technical support if users in other organizations might reasonably have the same problem or pose the same question. For support queries, please open a support ticket.
Punchcards are intended to be used for adhoc coaching and training. More obvious areas include help with onboarding, training on product usage and underlying methodologies, product configuration, and so forth (as mentioned above). Punchcard queries are made through your customer portal and not via our support channel. Punchcard queries made through our support portal will be migrated to your customer portal and vice versa.
The Fine Print
Service Punchcards will be supported with your private portal (Confluence spaces) on our servers, which includes up to three user accounts. Your portal will be maintained for one year after completion of last punchcard (or other service contracted by you with our organization.) User accounts inactive for six months will be automatically disabled (simply contact us to reactivate).
Any time required to gain access to your systems - including account setup, virtual private network access, and other on-boarding - will be logged against your Service Punchcards.
Licenses for software products are not included in punchcard purchases. They must be purchased separately through the Atlassian Marketplace.