Our Support Team at SoftwarePlant strives to achieve the highest customer satisfaction level possible. As we aspire to become the most customer-focused project management soft-dev company, we count on your contribution, active participation and suggestions on several aspects like: new features, improvements as well as reports of any errors which you might have encountered.
Thanks to you, the product we deliver can constantly evolve and be of more value to all users. The combination of experience, expertise, knowledge and passion for the best possible project management practices - both yours and ours, will allows us to develop software that will help you manage your business in the most effective way.
How to contact SP Support?
We appreciate any kind of feedback you might have for us and guarantee a 48-hour response time [except for weekends, when this time may get extended to 72 hours].
firstname.lastname@example.org for queries, suggestions, problems – including difficulties of a technical nature, please create a new ServiceDesk ticket or simply contact us via this email. You can also use the button built into our plugins to create a request in our Service Desk
email@example.com for demo and training services related questions
firstname.lastname@example.org for our marketing department
email@example.com for pricing, billing and other sales related matters
Please note that you may also send us a Feedback directly to from our plugin:
Please bear in mind that in order to experience our plugin to its fullest, it is always a good practice to use its most recent release.
If by any chance you've encountered any issues with BigPicture or BigGantt and even after an update the problem persists, please contact us via our ServiceDesk (or by sending an e-mail to: firstname.lastname@example.org) providing as many information describing the error as possible. Please remember, that the more detail we have on the issue, there's a higher chance that we will be able to help you resolving it in a first reply. Therefore, we are always more than happy, when we receive some screenshots of a section which the bug is related to, possibly with highlighted field where the defect occurs. Along with the above we would need you to send us information on the version of JIRA which you are currently using and (if by any means you were unable to make an update to the latest release) version of our plugin as well as the Fine-grained Log.
How to extract a Fine-grained log?
- On an admin account, please go to the JIRA Administration page → Add-ons → Find BigPicture / BigGantt section on your left-hand side → Go to Technical Info
- Find and hit Fine-grained under Troubleshooting section
- Please go back to the plugin and try to reproduce the situation in which the error occurs (this step is essential).
- Now back to the location from step 1 and hit Download button right next to the 'Support data' paragraph.
This way you should receive a *zip archive with all necessary information for our tech support and dev team to analyse.
What if? - Creating JIRA Support zip
Both, BigPicture and BigGantt work within JIRA environment and if neither of plugins can be installed or enabled, the above (Fine-grained) procedure is obsolete as there is no running plugin to generate the logs, after all. In this case, please send us over your JIRA log files. In order to obtain those, please follow the procedure given below:
- As an admin, please go to the JIRA Administration → System → find Troubleshooting and Support section on your left-hand side → Go to Support Tools → select Create support zip tab → select information that will be included in a zip file → hit Create
We also highly encourage you to visit our Documentation page in order to search for the specific troubleshooting / workaround articles that might help you engage the problem before or while we work to resolve it on our side.
Service Level Agreement
As mentioned in the section above, we can guarantee a 48-hour response time. As we operate in CEST timezone, usually during 8:00 - 18:00 business hours (Monday to Friday), this period may get extended to 72 hours on weekends and public holidays.
Of course, in reality we rarely reply in a timely manner longer than 24 hours, and we always aim to resolve the issue with the first reply, yet some cases may be complicated and do require intervention from our developers and QA department. Nevertheless we will always give you a heads-up and will keep you updated on the status of your case, as we always want to be on the same page with our customers.