1. How to create a ticket via Help Desk

• Please visit our Help Desk here: https://support.help.amitechgrp.com/servicedesk/customer/portal/2, select your product (if several options are available), and create a request. We recommend logging into your Atlassian account to track your request history.

  

• Before creating a ticket, feel free to explore our Wiki space which contains installation guides, integration documentation, and FAQs.

  

• Select the appropriate request type and provide the required details. To help us process your ticket faster, please include the following:

  • Job ID you receive during the application monitoring (for issues related to data sync or creation)
  • Step-by-step instructions to reproduce the issue, including error details
  • Screenshots or videos (optional but recommended for quicker resolution)

  Please note that Amitech Group does not support:

  • Non-Amitech Group hooks or integrations with third-party systems (AWS Web Services, BigCommerce, Marketplacer)
  • Data quality management, transformation, enrichment, or clean-up requests
  • Implementations executed by third parties

  

2. How to process the ticket after creation

• Status tracking: View your request history and current statuses in the "Requests" tab of your Profile.

• Commenting: If you have to add details to an existing ticket, there's no need to create a new one. Simply open the ticket and add your comment. You'll also find any responses from the Amitech Group team here.

  

3. SLA support policy

You can find the full SLA description in the relevant product folder.

Support Services

Amitech Group strives to promptly address and resolve service tickets as part of its support policy, which is incorporated into this SLA. Enhanced support options are available for an additional fee.