What support includes
- Installation, permission, and licensing issues.
- Failed audits or scheduled scans.
- Reproducible incorrect findings or product defects.
- Compatibility issues with supported Jira Cloud APIs.
- Security, privacy, and data-deletion questions.
What support excludes
Jira administration consulting, making Jira changes for a customer, custom rules, migration projects, data recovery, and guarantees that every notification risk will be detected are outside support scope.
Helpful information
For a faster investigation, include the Jira site URL, installed app version, approximate failure time and time zone, visible safe error category, expected and actual behavior, and minimal reproduction steps.
Do not send passwords, API tokens, recovery codes, payment data, full notification-scheme exports, or unnecessary personal information.
License and data-deletion access
Running an audit and daily scheduled monitoring require an active paid or evaluation license. If a license becomes inactive or an evaluation ends, those operations stop. Reset drift history remains available so former and evaluation customers can delete the retained baseline and history. Resetting history does not restore audit or monitoring access.
Privacy and DPA requests
Privacy, data-deletion, and Data Processing Addendum questions use the same monitored support address. We will distinguish customer instructions from end-user requests and coordinate through the customer's authorized Jira or legal contact when required.
Service target
Support is handled Monday through Friday, excluding U.S. federal holidays. The two-business-day target is an acknowledgment target, not an uptime SLA or guaranteed resolution time.