Gliffy Customer Handbook

Gliffy provides the same level of support to all our customers. Gliffy does not offer a premium level of support. 

Gliffy offers support services via email.  

Email

Email is the most popular channel to use when communicating with Gliffy support. Simply send your question or error message to [email protected]. You will immediately receive an email letting you know your request has reached our system. You will hear back from a Gliffy Support Engineer as soon as they have reviewed your case. In most cases you will hear back from someone in an hour or less.

Video session support can be requested by email ([email protected])

Please Note:      

• A single video session may be scheduled for up to 60 minutes. If more time is required, a video session may be set up later based on the Technical Support Engineer’s availability.
• The Technical Support Engineer cannot take over control of your system at any time.

The Technical Support Engineer will request the following information for preliminary research prior to scheduling the video session:

1. Summary of the problem
2. Preferred date and time for the video session (including time zone)
3. Severity (Low, Med, High, Critical)
4. Product version and configurations
5. Additional data may be requested such as error messages and logs 

Gliffy support engineers are available 24 x 5. 

If you are concerned about how your case is being handled or need to expedite a critical issue, you are encouraged to inform the support person you would like the case escalated. When this occurs, the support and engineering managers are added to the case. 

Gliffy Support aims to correct an Issue in accordance with Target Resolution Times set forth below.

In each case, appropriate bug reports will be logged where necessary.

Blocker - Complete System Outage

• Gliffy is not operational and end users cannot access their diagrams or the functionality is significantly decreased.  
• A clear majority of users are not able to access Gliffy to perform their normal functions. 

Examples

• Gliffy Confluence Cloud instance is down and not accessible.
• Diagrams are not loading or cannot be edited by most users. 

Critical - Significant Impact/Server Operations Severely Limited

• Critical loss of application functionality or performance, resulting in most users being unable to perform their normal functions.  
• While Gliffy is operational,
  (i) functional limitations or restrictions have materially impacted Gliffy operations,
  (ii) non-essential functions were disabled in production, or
  (iii) essential non-production functions were disabled. 

Examples

• Gliffy diagram macro errors.
• Gliffy migration failures.
• Unable to login to Gliffy Online. 

Major - Major Non-Critical Impact/System Operations Reduced 

• Gliffy is operational with functional limitations that are not critical to overall operations. 

Examples

• Draw.io conversion failures.
• Connectors not displaying correctly.
• Unable to save, export, or print a Gliffy diagram. 

Minor - Minor Impact/System Operations Not Impacted 

• Gliffy is operational with problems or errors that have minor impact on user operations.  
• Problems or questions that do not affect product functionality including how-to questions, documentation, and general questions regarding application commands and usage. 

Examples

• How-To questions
• General questions about Gliffy
• Feature requests
• Documentation requests
• Issues isolated to only a few users 

Gliffy for Confluence and Jira are add-ons that can be installed from the Atlassian Marketplace. The add-on is available for both Cloud and Data Center.

Gliffy Online is a standalone Subscription Service that runs in your web browser. 

Gliffy software does not require a software license. Gliffy for Confluence is subscription based and all purchases and renewals are processed through Atlassian. Gliffy for Jira licenses are perpetual, and all purchases and renewals are processed through Atlassian.

Please log in to your account at my.atlassian.com or visit the Atlassian Marketplace page to try or buy Gliffy Diagrams for Confluence or Jira.

You can find out more information about Gliffy Online pricing here. 

For Gliffy for Confluence Cloud and Gliffy Online the latest software release will always be running on your cloud. Gliffy will always keep that software at the latest version.  

Gliffy will periodically publish new releases as well as carry out upgrades and maintenance of the system infrastructure to roll out new features and improve stability and security.  

Your Gliffy Administrator should receive an email notifying them of planned maintenance windows.

Gliffy may occasionally need to perform emergency maintenance. Gliffy Support will exercise reasonable effort to notify you twelve hours in advance by email. However, such notice is not guaranteed.  

Gliffy may occasionally be required to install relevant security patches in accordance with our patch management policy, as part of either planned or emergency maintenance activity. You will be notified in accordance with the maintenance type, as stated above.  

If you are experiencing an issue with Gliffy diagrams in Jira or Confluence, Atlassian has a status page which can be found here (Atlassian Status Page). If the status page does not indicate an outage and you think you are experiencing one, please contact Gliffy Support.

Gliffy Knowledge Base & Documentation – The Support Portal is your first stop for advanced problem solving and ‘how to’ questions. Checking the knowledge base before opening a new case may result in a faster resolution of your problems.

Getting started with Gliffy - An online video tutorial guide you may find helpful in your training.

Gliffy Release Notes – New features and changes in functionality are announced in our release notes. Feel free to ask a technical support engineer about anything you read in the release notes.