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Support Policy for ScriptRunner

1. Introduction

1.1 This ScriptRunner support policy and service level terms document (“Support Policy”) describes ScriptRunner’s support and service level offering in connection with Customer-reported questions, requests for assistance, feature gaps, bugs, defects or errors in the ScriptRunner Products (“Support Issues”) which are in the scope of this Support Policy, as set out below.

1.2 Products in scope for this Support Policy:
  • ScriptRunner for Jira Cloud
  • ScriptRunner for Confluence Cloud
  • ScriptRunner for Jira DC
  • ScriptRunner for Confluence DC
  • ScriptRunner Connect
  • ScriptRunner for Bitbucket
  • Enhanced Search for Jira (JQL & Subqueries)
  • Behaviours - ScriptRunner for Jira Cloud
(each a “ScriptRunner Product” and together the “ScriptRunner Products”).

1.3 This document is incorporated by reference into the applicable End User License Agreement (“EULA” or “Agreement”) for each Product in scope of this Support Policy and capitalised terms not defined in this Support Policy have the meaning given to them in the Agreement (including its associated addenda, appendices, policies and other terms referenced therein).

1.4 Adaptavist shall provide application support for the ScriptRunner Products (“Support”) in accordance with the terms of this Support Policy and the Agreement.

1.5 Customers shall receive Adaptavist’s general Support offering, “Standard Support” as designated in the applicable Order or otherwise based on the support levels / tiers described in this Support Policy (“Support Level”). Adaptavist may update this Support Policy from time to time.

2. Support – overview and general provisions

2.1 Adaptavist shall use commercially reasonable endeavours to provide English-speaking remote assistance for Support Issues for the ScriptRunner Products, as further described in this Support Policy, including troubleshooting, diagnosis, and recommendations for potential workarounds. Adaptavist may use personnel from its affiliates, subcontractors or partners around the world to provide the Support.

2.2 Adaptavist shall also provide the specific entitlements for the corresponding edition of the Product or tier for Support procured by Customer, as further described in this Support Policy.

2.3 For Standard Support, The Adaptavist Group Support team operates regional business hours support for EMEA and AMER time zones, Monday to Friday and aims to respond within 24 hours to new support requests and provide an update at least every 48 hours for existing support requests.

2.4 The ScriptRunner Support Policy covers ScriptRunner Products exclusively and does not cover support of any third party software.

3. Support hours

3.1 The Adaptavist Group Support team provides support for ScriptRunner Products on this coverage basis: Monday to Friday, 09:00 to 17:00 for EMEA, East and West Coast AMER timezones.

4. Standard (Tier) Support Details

4.1 Eligibility for Standard Tier
Standard support for ScriptRunner Products is available to:
  • Customers with a valid commercial license for a ScriptRunner Product
  • Customers with a ScriptRunner Product with a Community, Non-profit, Developer, or Open Source licence of Atlassian software.
  • Evaluation License holders reviewing a ScriptRunner Product.

4.2 Scope of support for Standard Tier
Standard support includes:
  • Support for issues during installation of ScriptRunner Products.
  • Support for issues when upgrading ScriptRunner Products.
  • Help identifying and troubleshooting problems with ScriptRunner Product functionality.
  • Help identifying workarounds caused by problems with ScriptRunner Product functionality.
  • Help interpreting and identifying root causes for ScriptRunner Product related errors in your Atlassian instance.
  • Guidance for resolving ScriptRunner Product related errors in your Atlassian instance.
  • Reproducing and creating bug reports for ScriptRunner Products.
  • Guidance around ScriptRunner Product best practices and principles.
  • Migration guidance for ScriptRunner Products
  • Escalation support from developers
  • Security guidance for Products, per online Product documentation
  • Access to our product documentation
  • Product tour bookings with our Customer Success Team

Notes:
  • In the above, ScriptRunner Product functionality pertains to the operation of the features within a ScriptRunner Product, not the code written by customers within or using ScriptRunner Product features.

4.3 Exclusions for Standard Tier
Standard tier support excludes:
  • Support for customers who do not have a valid or active paid commercial or evaluation ScriptRunner Product license.
  • Support for ScriptRunner Products used in connection with a Community, Non-profit, Developer, or Open Source licence of Atlassian software.
  • Support related to non-ScriptRunner Products.
  • Support related to ScriptRunner Products that have been retired.
  • Support for Confluence, Jira, or other Atlassian application issues.
  • Assistance designing business logic or providing working scripts that can be copied into your Atlassian instance.
  • Support for ScriptRunner add-ons in Confluence, Jira, or other Atlassian application versions that are no longer supported by Atlassian.
  • Support for ScriptRunner Products in an environment or other application versions that are no longer supported by Atlassian.
  • Beta or Development releases of ScriptRunner Products, or free ScriptRunner Products.
  • Support for ScriptRunner Leap Products
  • Guaranteed SLAs or resolutions to technical issues raised in “ScriptRunner Loop”, the ScriptRunner Community platform.
  • Non-English language support
  • Support for the functionality of scripts or code written by customers using ScriptRunner Product features.
  • Any commitment or guarantee to fix or resolve or provide a workaround for Support Issues, or any commitment for future Product changes or fixes.
  • Support for any third-party software, integrations or services not owned by Adaptavist.

5. How to log a support request

Customers with a valid ScriptRunner Product license can create support requests via our Support Portal.
In order to help us to investigate a reported problem and provide the solution as soon as possible, please complete all required fields and provide as much detail as possible.

6. Other Support and Training

As further described below, Adaptavist also offers various support and training resources such as documentation, community forums, FAQs and user guides available or fee-based consultation and training services.

6.1 Enterprise Support service contracts
We appreciate that some clients will require support that falls outside of the aforementioned Product Support scopes. We offer enhanced support service contracts which can be tailored to meet your specific requirements, including support for Atlassian products, all Adaptavist Group products including free add-ons, and also third-party licences.
If you would like to know more about Enterprise Support for our products and add-ons, contact us for more details.

6.2 Online Community forums
Over the years, large and active online communities, such as ScriptRunner Loop and the Atlassian Community have grown. Generally, these communities are powerful resources for you to utilise, especially if you have opted not to purchase a commercial support contract with Adaptavist. The primary way to interact with these communities is through their respective forums, where you can find suggestions, help, advice, and best practices.
The Adaptavist Group cannot be held liable for any advice given by third parties or through online communities. For commercial contracts, please see our Enterprise Support service contracts section above.

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