Coverage
Support is provided in English, Monday through Friday, 09:00–17:00 Pacific time, excluding British Columbia statutory holidays. Support covers installation, documented configuration, reproducible defects, license-state behaviour, and compatibility with currently supported Jira Cloud, Confluence Cloud, and Forge services.
First-response targets
| Severity | Example | Target |
|---|---|---|
| S1 Critical | Verified widespread disruption, security incident, or app-caused loss | 4 business hours |
| S2 High | Core paid function unavailable for multiple users without a workaround | 1 business day |
| S3 Normal | Reproducible defect or configuration question | 2 business days |
| S4 Low | Documentation issue, feedback, or feature request | 5 business days |
Targets are measured during support hours and are not resolution guarantees.
What to include
Include the app name and version, Atlassian cloud site identifier, affected surface, date and time with time zone, expected and actual behaviour, safe reproduction steps, and screenshots with customer content redacted.
Never send passwords, API tokens, session cookies, issue descriptions, page bodies, regulated data, or other secrets. Use the subject prefix [SECURITY] for suspected vulnerabilities.
Boundaries
Support does not include Jira or Confluence administration consulting, workflow or retention-policy design, legal or compliance certification, custom development, data recovery, or guarantees about Atlassian service availability. Customer content and native Atlassian permissions remain the customer’s responsibility.