Support System Update

What’s changing?

We are updating and improving the way you contact our support team

Today, you can reach us via:

Jira Support Portal
Email (support@connectmyapps.com)

Going forward:

We are replacing the Jira Support Portal with Overviu
Email support will be phased out
You will have one single point of contact:

The Overviu Customer Portal

Why are we making this change?

What this means for you:
The new system is designed to make support simpler, faster, and more transparent:

Clear communication through a structured support portal

Guided issue submission

helps you provide the right information from the start
results in faster response times

Full visibility when logged in:

Track current support requests
Access past resolved issues
View documentation of your current integration workflows
See change history and updates on integration workflows
Follow integration project status

What this improves on our side

More efficient support handling
Faster resolution thanks to complete information from the start

1. What do you need to do?

Nothing as of right now. In the coming weeks we will reach out to you with a form to collect your Portal User details.

At that point we will need you to:

Provide your Portal Users

Send us:

Name(s)
Email address(es)

See: What is a Portal User?

2. Check how many users you can assign

The number of Portal Users depends on your SLA (Support Level Agreement):

Basic (No SLA) - First response: Best effort.

Portal Users: 1
Standard SLA - Guaranteed first response: 3 business days.

Portal Users: 2
Premium SLA - Guaranteed first response: 2 business days.

Portal Users: 3
Enterprise SLA - Guaranteed first response: 1 business day.

Portal Users: 4

3. Important: Account setup required

Your Support Users will receive an email with an invitation-link to Overviu

They must create an account before they can:

Access the customer portal
Submit support requests

What is a Portal User?

A Portal User has access to the Overviu Customer Portal.

Once their account is created, they can log in and:

Submit and track support requests
Access integration project-related information
View ongoing and past activities on support issues and integration projects

How do I know which SLA I have?

Your SLA status is included in the email you received with the link to this page

Need more Support Users?

If you need more users than your current SLA allows:

This requires an SLA upgrade
Please contact your Account Manager Marthe for help