How to Raise a Support Request
Got a question for the Easy Agile team? We’re here to help.
To raise a support request now, visit our support portal here.
In-app
Use the in-app Help menu to quickly find help.
This also auto-fills your app license so we can check the details of your app.
Easy Agile TeamRhythm, Easy Agile Programs and Easy Agile Roadmaps include this Help section.
To help us help you more quickly, please include as much information as possible about the problem. This might include:
A screenshot of the problem or error
Steps to reproduce the issue
Whether you’re on Jira Cloud or Jira Data Center
On Jira Data Center, the app and Jira version number currently installed
Your web browser (eg. Google Chrome, Mozilla Firefox, Microsoft Edge)
Support response times
Details on our response times can be found on our Trust Center.
Our business hours are Monday through Friday from 9am to 5pm in Sydney, Australia (AEST/AEDT). We are closed on major holidays in New South Wales, Australia. To see our business hours in your timezone check timeanddate.com.
Out-of-hours support during migrations
The Easy Agile support team works 9 a.m.-5 p.m. in Sydney, Australia (AEST/AEDT).
If your upcoming production migration will be outside these hours, you can request out-of-hours support. Requests MUST be submitted at least 5 business days before your scheduled production migration.
You’ll first need to confirm:
Your migration path is supported. Find migration information for your app here.
The Easy Agile app has been updated to the latest version on the origin Server / Data Center site.
The Easy Agile app is installed on the destination Cloud site.
The JCMA app has been updated to the latest version.
You’ve run a test migration, and it was successful.
If your request does not cover all of the above criteria, we may not be able to process it before your migration.
If you have any concerns or questions prior to your production migration, please let us know in your request.
Out-of-hours support is not guaranteed. We aim to assess your request and confirm whether or not we can offer support for your requested dates no later than 48 hours prior to your scheduled production migration start date.