Brikit offers support through our OnDemand JIRA  system. Our procedures are similar to Atlassian’s. Our goals are to provide:

• consistent and timely service to all customers
• a location where all users can view and track issues

We appreciate the time required to create support tickets. Given the need to manage everyone's issue in a professional manner, we have implemented JIRA as our support mechanism.

Support Communication

We monitor incoming tickets on a daily basis, during business hours. We try to respond to new issues and comments within one or two days. However, other tasks may override our ability to provide feedback within a short timeframe. If your concerns have not been met in a timely manner, please submit a comment in your JIRA issue. Someone will respond with an update. We also prioritize issues according to severity and type. Please keep this in mind when waiting for a response.

Service Level Agreement

Our support levels are described in the Brikit Support Service Level Agreement.

JIRA Privacy Policy

Due to the need for privacy between customers, we restrict user access. Due to the constraints of JIRA, we cannot grant multiple users access to the same issue.