Sample of All FAQs (Helpie FAQ)

Helpie FAQ

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  • Does Trundl help with monitoring tool setup?

    Yes. Share your current toolset, SLAs, and processes. We may suggest changes to meet best practices, but we are flexible.

  • Does Trundl provide no-downtime upgrades of my AWS environment?


  • Uptime is a big concern for me. What is Trundl’s track record?

    Trundl ensures uptime of (99.9%) & peak load performance. We are always looking to move the needle up, so that’s an initial baseline for any given IaaS customer case.

  • I have concerns about disaster recovery, can you explain it in more detail?

    We bring resiliency and durability in our Atlassian Data Center deployments. We have designed architectures that brought disaster recovery RPO to 0 (zero) and RTO to under 1 minute.

  • Can Trundl provide 24/7 support and incident management for my applications?

    Yes. Our AWS engineers can support both the infrastructure and application side with hands-on support. This level support means close alignment with your IT organization, resources, and most importantly, your policies, processes, procedures. We also fully understand the inter-operability of Atlassian application architectures, as an Atlassian Partner.

  • Data security and data compliance is the main reason we are in Data Center. Does Trundl work to ensure our needs are met as part of this service?

    Yes. We assume control of data, data residency, access controls, and other aspects of configuration management are top concerns of our customers. Share your requirements, share your concerns. We will tell you what’s possible and design our support around it.

  • Does Trundl have experience with a broad set of popular development, monitoring, and communication tools?

    Yes. Apart from being an Atlassian Partner (experts with Jira, Confleunce, Jira Service Management, Bitbucket, Bamboo, Opsgenie, Statuspage, +), we have experience with tools such as Git, GitHub, Jenkins, Selenium, Docker, Kubernetes, Puppet, Boss, Ansible, Nagios, and a long list of other CI/CD tools.

  • What does a DevOps engagement with Trundl look like?

    This is a transformation project with both technical and cultural components. Bringing the business closer to development requires an effective DevOps team structure. The platform/toolset will have its own levels of analysis and planning. Engagements with Trundl will mean a dedicated DevOps Consultant/Coach, Project Manager, Solution Architect, and Atlassian Engineers. Set up time with us to see what your engagement would look like.

  • How does scoping a Cloud Migration work?

    It starts with a short call and a standard checklist. Some basics will be covered first such as what your migration goals are, what core applications are involved, current versions, desired completion date, etc. We will also have you (or your Jira Administrator) provide specific information about the source instance. This includes things like the number of projects and issues, attachment size, add-ons, etc. From this information, we are able to provide a low and high estimate.

  • How does Trundl address critical Jira Add-ons that don’t have a Cloud version?

    This does not happen often these days, but we are prepared for it. Add-ons can present a lot of different variables. Sometimes we find replacement add-ons to move or convert data (i.e. Power Scripts for Scriptrunner), sometimes we have to manually recreate data, and other times we have to recommend an alternative add-on. In any case, we will give you all your options and provide a recommendation on a case-by-case basis.

  • My Jira and Confluence instances need an upgrade before migrating to Atlassian Cloud, can Trundl help?

    Yes. We will help get you to the latest migration-friendly version and will include it in our overall scope if necessary.

  • How much work is expected of us if we hire Trundl to lead our Cloud Migration?

    You are an important part of the migration. We expect there to be a known executive sponsor and project lead so communications or escalations keep the right people informed. The most important engagement is in verifying test migrations and actively participating in UAT. Trundl will be there at every step.

  • Does Trundl handle licensing decisions and support in the transition?

    Yes. We procure Atlassian licenses for over 150 customers and know ways to extend trial licenses as well as provide other benefits during the transition. Trundl can also provide quotes if you are still considering hosting choices.

  • Why does Trundl promote Jira Service Management for ITSM/ESM?

    In overall terms, it’s the best service management tool when you account for all factors including price, integrations with other tools, features & capabilities, administration, scalability, and ease of deployment. Atlassian is growing at 30% per year (in their 20th year) for a reason, and JSM is still its fastest-growing core product. Gartner has JSM as an ITSM Magic Quadrant Leader.

  • Can Trundl provide licenses?

    Yes! As a Platinum Enterprise Solution Partner, we have licensing benefits that we can pass on to you, so ask us about all Atlassian software.

  • Can Jira Service Management integrate with my current toolset?

    It’s rare for us to find something Jira does not integrate with at some level. There are over 5000 add-ons out there, and if we cannot find a developed integration, there are powerful REST API’s for us to use. Just ask us, we can look into it with no commitment required.

  • We are new to Jira Service Management. Can Trundl train us?

    Absolutely. We are an Atlassian Authorized Trainer. Just ask and we can customize training to fit your teams needs!

  • I am debating between Servicenow and Jira Service Management… Can you help us work through our decision?

    Yes! In fact, we have a Servicenow vs. Jira Service Management Guide that is popular for those researching these two tools. We won’t leave you hanging. We know this is a big decision, so book time to talk to us about it, and we can help your leadership work through the pluses and minuses.

  • What if I’m currently using a non-Atlassian tool for ticketing? How does Trundl handle the transition?

    We have migrated ticketing from Servicenow, Salesforce, Freshservice, BMC Remedy, Cherwell, VersionOne, Bugzilla, IBM DOORs, and other software. We handle the transition in a stepwise manner with your leadership and user base to ensure a seamless transition. This includes user and administrative training.

  • What types of companies use AMS from Trundl?

    All kinds. Some AMS customers have 5000+ Jira users, others have just 50. They come from a variety of industries that all have have different tooling priorities (ITSM, Agile, DevOps, PPM, others). What really matters is how much they want to grow and scale, using our expertise, and broad use-case knowledge across the Atlassian ecosystem.

  • How is Trundl’s AMS different from Atlassian’s Support offerings?

    Trundl is hands-on when it comes to providing resources dedicated to best practices for your use case. Atlassian’s support offerings focus on high impact issues (P0/P1), and do not include use case services or advice. Atlassian will not touch your Atlassian instance. Trundl’s AMS works within your Atlassian instance.

  • Is AMS a staff augmentation service?

    No. It’s a staff empowerment service. You get access to whatever mix of our team that can help you get where you want to go with collaboration software.

  • How is AMS priced?

    Pick the number of hours you need us (from 5hrs-160hrs/mo) and let us know if you have a preference for team member locations (US, India, Canada). There’s lots of choices, contact us for specifics!

  • Is this a full Atlassian Administration service?

    It can be, but it’s often not used that way. We love working alongside Jira Administrators to help them feed and work through their improvement backlog. We can do all Jira administration work as well (user provisioning, workflow tweaks, etc.). However, if you need help, we fit our services and team to your custom needs!

  • What can you buy through Trundl?

    Jira Software, Jira Work Management, Jira Align, Jira Service Management, Confluence, Bitbucket, Bamboo, Atlassian Access, Trello, Statuspage, Opsgenie, Sourcetree, Fisheye, Crucible, Atlas, Compass, and all Marketplace Add-ons.

  • Is buying Atlassian software through a Solution Partner risky?

    Not at all. By working with a Solution Partner, you’re adding benefits that only Solution Partners can provide. Apart from that, your relationship with Atlassian is the same. License keys come directly to you. End-user agreements remain the same as if purchasing directly. The only difference is you are paying Trundl instead of Atlassian while receiving some perks!

  • Do I have to buy Support/Services to get Licensing Benefits?

    No. It’s entirely up to you, you can buy licenses only. There is no obligation to use Trundl for anything else. We would recommend, however, taking advantage of the monthly check-ins with one of our Solution Architects to talk strategy or answer use case questions.

  • We are not sure what we need to buy to meet our needs/goals. Can Trundl help us decide what investments are best for our use case?

    Yes. This is music to our ears! We love it when companies are growing and ask our advice on software, hosting, and integrations.

  • Can Trundl transact internationally?

    Yes. We’re a global company, with offices in the US, Canada, and India. New offices are planned for Dubai and Singapore in the future.

  • How many separate instances can Trundl merge at once?

    It’s done in a step-wise manner, but we have worked on projects merging 60+ instances as part of a single project. These have included various Atlassian tools, including Jira Software, Confluence, Jira Service Management, Bitbucket, hundreds of Add-ons, and 3rd party applications.

  • How does Atlassian licensing play into a Jira merger?

    Leave licensing decisions and steps to us. We extended time to trial products and to build them at no cost before you use them. In addition, we can give you advice as you consider changes to user tiering when you bring separate but similarly functional teams together. One thing is for sure, you have fewer options if you go it alone with licensing, so reach out to Trundl.

  • Can you upgrade or merge a Server instance to a Cloud or Data Center instance?

    Certainly! We have a whole team dedicated to hosting migrations. If it’s required, we will add it into the scope of the project and handle it as part of the larger effort.

  • How long to Atlassian instance mergers take?

    That’s a big question we can’t answer without knowing more. Some 1-to-1 Jira merges with simple configuration mapping takes just a few weeks. Some Enterprise level merges (with 50+ instances) have year-long project plans. There are a lot of factors. Ask Trundl to look closer.

  • Some of my teams are resistant to merging. They are happy with the way they work and do not want their Jira configuration disturbed. What is the approach here?

    Unless you are using Enterprise Cloud licenses, we (along with your leadership) will need to get buy-in and dig deeper into push-back, offering technical solutions or workarounds to keep them happy. We have done this before, and offer our expertise at all points. Sometimes, it takes executive mandates, so be prepared for that as well.

  • What does a myAtlassian Blueprint engagement look like?

    Essentially, myAtlassian Blueprint is a series of interviews with leaders and stakeholders, giving us thr company’s vision and key perspectives on the current and future state of collaboration. Our Solution Architect and Sr. Atlassian Engineer will guide these discussions, fill knowledge gaps, and seek clarity on any important questions. This leads to an analysis, resulting n a report handed to you. Trundl uses roughly 40-80hrs of time to complete it.

  • How do I know if myAtlassian Blueprint is right for me?

    It’s the smart choice if you know your teams can work better and more efficiently together, but you don’t know how to realize that vision. It is also the smart choice if you need broader buy-in from both executives and stakeholders alike. It’s a formal, mission-centric form of discovery.

  • What if we don’t end up using all of our hours?

    Use them as you like! If we produce a report and there’s still 10 hours left, use them for a future project, or use them ad-hoc for configuration support.

  • What types of companies use myAtlassian Blueprint from Trundl?

    All sizes, industries, and use cases. Companies apply myAtlassian Blueprint for addressing broad collaborative challenges, but also specifically for ITSM, Agile, DevOps, PPM and other functional use cases.

  • My company has had Jira for many years and we do not have a clear picture of what’s in there and how we are using (or not using it). Can Trundl help us?

    Absolutely! Jira configurations can get very complicated, especially if the administration is decentralized. We have seen this many times before, and whether we end up fixing your current instance or we mutually decide to start fresh with a new one (built right), we can help.

  • My team is new to Jira and we are starting from scratch. What should I know before I begin this journey?

    Jira is a light-weight application. You can be “up and running” within days, and Atlassian provides documentation to make that possible without outside help. However, you can only start once, and Jira presents a lot of configuration opportunities. Best practices drive long-term success. You will not know how to navigate all of those choices at this critical time. That’s why we recommend working with us!

  • Will Trundl help me with all Atlassian software and Marketplace add-ons?

    Yes. We are a Platinum Enterprise Atlassian Solution Partner. We have seen hundreds of use cases and built hundreds of Atlassian-based solutions.

  • How long do Jira deployment projects take?

    Typically, they are 4-10 weeks from start to finish. They vary a lot by use case, so let’s get on a free discovery call to establish what this looks like for your team.

  • What certifications does Trundl have?

    Trundl is an Agile at Scale Specialized Atlassian Partner, and we have SAFe® Certified Consultants, Scrum Masters, and more. Our engineering team is stacked with talent and breadth of experience in various areas.

  • How long does an Agile Transformation take?

    The answer here isn’t “one size fits all.” A lot of this is dependent upon many factors such as where your teams are at, what type of work you do, leadership buy-in, and more. It may take a couple of discovery calls with our team to provide an accurate answer and timeline.

  • How does your team work with our team to implement Agile?

    We will dedicate a certified Agile Practioner, Trainer and Solution Architect to your case. Going Agle means you have leaders, managers and team members gaining the foundational soft skills needed for a highly collaborative, high-performing culture. Depending on the size of your teams and their comfort with change, you should expect 5-15 hours per week of coaching and configuration work. Average engagements are between 3-9 months.

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  • Our team is using a mix of methodologies. Some teams are using Waterfall, others are halfway to Agile. Is Trundl able to help with this?

    Yes, absolutely! Our team has experience helping various teams at different stages of maturity – we can help in consolidating methods and get everyone working together.

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