Support resolution rate and rollback mechanism

Hi, we have an external JIRA support, they are very strict about installing new plugins / add-ons to Jira. 

You provide support as part of "Structure" plugin - what is you usual resolution rate for support requests?

If we experience any major problems with JIRA after installation, do you have any roll back mechanisms apart from "Removing plugin"?

 

Thank you, Evgeny

1 answer

Hello Evgeny,

I'm really sorry for the delayed reply. We do monitor Atlassian Answers, but unfortunately this tag  was not in our watch list. Sorry about that.

Atlassian Answers is more of a community resource, so if you need a quick answer from us, please contact us directly through our JIRA or email. 

Answering your questions - the resolution rate depends on the request type. We certainly do resolve all the major issues, which might cause problems when using the plugin. We also try to address requests for improvements and I'd say now 70% of the features we work on are based on users requests and feedback.

As far as roll back is concerned - all structure data (including testy) is currently stored in a separate database, so using testy will not affect your JIRA and in this case there will be nothing to roll back.

Hope this helps.

Kind regards,

Eugene

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