What level of service can I expect?
The Wiki Transformation Project provides unrestricted break-fix support for all its offerings. Reported issues will be analyzed and addressed by implementing fixes or suggesting workarounds to minimize disruptions.
Support is best-effort based. You can typically expect a response within 24 hours on working days.
Once an issue with WikiTraccs has been identified, a fix is generally delivered within a few days. The actual turnaround time may vary depending on the complexity of the issue and whether it can be reproduced in a test environment.
If response times are affected by external factors (such as company holidays or pandemics) it will be communicated via a pinned announcement in the respective GitHub issue list.
How to report an issue?
For non-confidential issues, use GitHub. Each GitHub repository provides a public issue tracker where all clients can chime in on issues and benefit from known resolutions. Find the link on the Contact page.
When reporting issues with confidential information, or sending log files, use the support email: [email protected].
Sharing larger files will be done via SharePoint Online. Support will provide you with a sharing link to a folder, where files can safely be stored.
Data location for both Exchange Online and SharePoint Online is Germany.
From which timezone will support be provided?
Support will be provided from Germany, and the timezone will either be CET (Central European Time, UTC+1) or CEST (Central European Summer Time, UTC+2) depending on the season.
Can we have a call?
I try to keep the communication asynchronous. This approach accommodates various time zones and busy schedules, ensuring efficient and flexible communication for all parties involved.
The usual process for issue resolution is as follows:
- You raise an issue via one of the aforementioned channels (GitHub, email).
- I’ll get back to you with questions, first ideas, links to the documentation, and will often ask for log files; either on the GitHub issue or via email.
- You test and get back to me with more information.
- <Steps 2 and 3 are repeated as necessary>
- The issue is resolved.
But if it becomes clear that we are progressing towards an unproductive back and forth, I’ll propose having a screensharing session to analyze the issue. A Microsoft Teams meeting link will be provided.
Is Microsoft Teams chat available as support channel?
No, please get in touch via [email protected].
How does trial mode support differ from licensed mode support?
Licensed customers are given priority, but beyond that, support for trial users is treated the same.
One of the big advantages of the trial model for both WikiTraccs and WikiPakk is that you can explore the full functionality before making a purchase. You can test everything to see if it fits your needs - and if you run into any issues during the trial, you’ll still get support.
The goal is to help you make an informed decision and feel confident that everything works as expected before buying a license.
Which areas are not covered?
If you need help with any of the following areas, I recommend involving a consultancy, as I do not cover these:
- M365 Architecture Consulting (Which M365 services are utilized? How many sites are required? What does the navigation within the intranet/knowledge base look like? Who has which permissions? How are groups managed? Where is metadata managed? …)
- Process Consulting (How is content published? Approval workflows? Document lifecycle? …)
- IT Strategy Consulting (How should multiple internal systems be consolidated, such as multiple CRMs, Confluence, Jira, Bitbucket, in-house developments, etc.? Decision between 1:1 migration vs. “reimagining in M365.” …)
- Use Case Mapping (How are use cases from Confluence mapped to SharePoint? Which M365 tools replace which Confluence macros (PnP Search, …)? …)
- Project Management
- Custom Script Development (PowerShell scripts for post-migration processing - although I collect these in the library if they are developed.)
- Implementation of Requirements for WikiTraccs (Requirements that could potentially block the migration project timeline; however, I always welcome feedback and suggestions, many of which have been incorporated into the product!)
How about general inquiries?
When you have general inquiries about using the tools for specific use cases, please get in touch. I’m interested in learning about your challenges and how each tool can be enhanced to better support you.
You can use the community options linked on the Contact page, or via the support email address. Please allow for a slightly longer response time for general inquiries as those will be processed two times a week.