Service Offerings
By Editions
Service | Standard | Advanced |
|---|---|---|
30-minute onboarding session | included | included |
Standard support (email + portal) | included | included |
Operational SLA & priority queue | not included | included |
Strategic enablement sessions | not included | included |
Migration & rollout assistance (Server/DC → Cloud) | not included | included |
Standard
30-minute onboarding session
A focused live walkthrough to help your team configure the right charts and metrics from day one.
Standard support
Best-effort support for questions, configuration guidance, and other issues via our support channels:
Email: support@brokenbuild.net
Customer Portal: link
Advanced
Operational SLA & Priority Queue
For production-critical incidents, Advanced customers receive:
Priority triage and accelerated fixes
Guaranteed response window for eligible incidents submitted via our support channels
Constant iterations until mitigation or resolution is delivered
Production-critical issues typically include app outages, broken dashboards/reporting for key teams, data integrity risks, and security-related issues.
Strategic Enablement Sessions
Tailored, expert-led sessions to help your teams get value faster:
Demo and solution design for your reporting use cases
Onboarding for admins and delivery teams
Best-practice guidance on configuration, dashboards, and adoption
Migration & Rollout Assistance
Hands-on support for enterprise rollouts and Jira migrations:
Server/Data Center → Cloud transition support
Configuration alignment and validation
Rollout planning and verification of chart outputs after migration
Contact & Access
Email: support@brokenbuild.net
Customer Portal: link
Discovery Call: booking page
How to switch to the Advanced Edition
Admins can upgrade in Atlassian Administration:
Open Atlassian Administration (admin.atlassian.com) and select your organization/site.
Go to Connected apps (or Apps → manage connected apps).
Find the app and select Try Advanced (Advanced edition available).
Start trial / confirm billing details.
Notes:
Upgrades are immediate and Advanced typically offers a 30-day trial.
If you’re on annual billing, you may need to contact your Customer Advocate to upgrade.