Support hours

Support hours are 09:00am to 17.30pm Monday to Friday, UK time, excluding Weekends, Public Holidays, Bank Holidays and Equion office shutdown periods (27th to 31st December inclusive).

Response times

Equion aims to respond within a minimum 24 hour period to support requests. Our clients work across global time zones and we try to prioritise support requests to provide the best levels of support. We aim to provide support within our Service Level Agreement, but cannot be held responsible for delays outside of our control.

Plugin upgrades (minor & major)

Atlassian upgrade their products on a regular basis. These Atlassian upgrades can be minor or major upgrades. This in turn requires the Equion plugins to be upgraded to work with the latest Atlassian upgrade. Equion aims to deliver upgraded plugins to work with the latest Atlassian upgraded product within 2 weeks of the Confluence upgrade release. Normally, the upgraded plugin is released much earlier. However, major Atlassian product upgrades may require a major re-engineering effort of the plugin to work with the latest Atlassian upgrade version. This re-engineering could take several weeks and your patience is requested.

Standard plugin support includes:

Standard plugin support does not include:

The plugin support service level agreement only covers Equion plugins and does not cover support of Atlassian software or third-party software. Support does not include:

Logging a support request

Support requests are logged via the Support Portal - https://helpdesk.equion-teamwork.com/login.jsp 

In order to help us to investigate your problem and provide the solution as soon as possible, please provide us as much relevant information as possible, for example: