Support Policy
Need help with installation, app permissions, project overview generation, portfolio view or Marketplace questions? Open a request in Mederak Apps Service Desk.
Installation, evaluation, pricing and subscription management are handled through the Atlassian Marketplace listing.
What to include
- Jira site URL or cloud site name.
- Project key or portfolio page where the issue happened.
- App version, if visible.
- Steps to reproduce the problem.
- Screenshot or short screen recording, if helpful.
- Approximate time of the problem, including timezone.
- Whether the problem affects one user, one project or many projects.
- Do not send sensitive Jira exports, secrets or credentials.
Support scope
Support covers app installation questions, configuration of app access, portfolio access, section access, overview generation, saving and editing, project status calculations, freshness settings, radar signals, portfolio refresh progress, bug reports and security reports.
Target response times
Production-impacting failure for many users. Target initial response: 1 business day.
Configuration, access or usage questions. Target initial response: 2 business days.
Commercial, documentation or roadmap questions. Target initial response: 3 business days.
Potential vulnerability reports are prioritized. Include "Security report" in the request summary.
Business hours
Support is provided on business days, excluding Polish public holidays, unless a separate agreement states otherwise.
Documentation
The product documentation is available in the User Guide.