Support availability
Support hours are Monday to Friday, 09:00–17:00 Europe/London, excluding public holidays in England and Wales.
Initial-response targets during support hours:
| Severity | Example | Target |
|---|---|---|
| Critical | Confirmed security incident, unintended data disclosure or app-wide inability to load | 1 UK business day |
| High | Project loading, report generation, copying or printing consistently fails for multiple users | 2 UK business days |
| Normal | Single-user issue, question, documentation error or feature request | 3 UK business days |
In summary, we aim to acknowledge security or suspected data-exposure reports within one UK business day, and normal support requests within three UK business days. These are initial-response targets, not guaranteed resolution times or a guaranteed service level.
What support covers
- Installation and access questions specific to Client Status Snapshot.
- Project selection and 7/14-day report behaviour.
- Completed, in-progress, blocker, overdue, upcoming and risk classifications.
- Executive-summary, copy and print/PDF behaviour.
- Jira Apps page and dashboard gadget behaviour.
- Confirmed defects, accessibility problems, privacy and security questions.
Support does not cover Jira administration, customer reporting policy, Jira outages, custom fields, custom report categories, third-party products or the handling of content after a user exports it.
What to include
Provide the affected Jira site URL, selected project, reporting period, affected surface, approximate time and timezone, browser/OS version, reproduction steps and expected versus actual behaviour. Redact issue content and personal data from screenshots whenever possible.
Do not send passwords, API tokens, cookies, confidential report content or unnecessary personal data.
Security reports
Send suspected vulnerabilities privately to [email protected]. Include reproduction details and likely impact without accessing or retaining another customer’s data.
Maintenance
The provider may release fixes and compatibility updates as Jira Cloud and Forge evolve. Material planned support changes will be published on this page. Emergency maintenance may occur without advance notice when necessary to protect users or restore service.