Keepwell AppsSupport
How to ask for help, and what you can expect back.
How to reach us
Write to support@keepwellapps.com. Please include:
- The app name and your Jira site address (for example, yourcompany.atlassian.net).
- What you did, what you expected, and what happened.
- The issue key and the time, if it concerns one deleted issue.
Do not send passwords, API tokens or the contents of sensitive issues. We will not ask for them.
Documentation by app
Check the app's documentation first. It covers the questions that come up most.
Service level
| What | Commitment |
|---|---|
| Support hours | Monday to Friday, 9am to 5pm Mountain Time, except US federal holidays |
| First reply | Within 2 business days |
| The app is unusable, or data is at risk | First reply within 1 business day, and we work on it until it is fixed or worked around |
| Language | English |
Support covers the current version of the app on Jira Cloud. It does not cover changes to your Jira configuration or custom development.
Availability
The apps run on Atlassian Forge, so they are available when Atlassian's platform is. We do not run servers of our own and cannot promise more uptime than Atlassian provides. Atlassian reports the state of its services at status.atlassian.com.
Security reports
If you believe you have found a security problem in one of our apps, write to security@keepwellapps.com. Please give us the chance to fix it before you share it publicly. We follow Atlassian's security bug fix policy for Marketplace apps.
Bugs and requests
Send bug reports and feature requests to the same support address. Each one is logged and tracked. We will tell you what we decide, including when the answer is no.