Support Policy
Support for Customer Portal Toolkit is available through Mederak Apps Service Desk. Request intake is available 24/7, with a target first response within 24 hours.
24 hours a day, 7 days a week.
Within 24 hours of receipt.
English and Polish.
Supported service
Support covers the current Marketplace-listed or authorized early-access version of Customer Portal Toolkit on documented Jira Service Management Cloud plans, browsers, account classes and Forge surfaces. Customers may be asked to upgrade to a supported version before investigation continues.
Support scope
- Installation, upgrade and licensing questions.
- Global, project and request-type configuration, preview, validation and publication behavior.
- Supported widgets, JSM capabilities, privacy-treated aggregates, charts and customer actions.
- Permissions, visibility, locale, device and safe fallback behavior.
- Defects, performance concerns, privacy/deletion questions and security reports.
- Optional Forge LLM configuration and documented limitations.
Outside standard support
Unless separately agreed, support does not include general Jira administration, custom portal development, custom widget/query creation, data recovery, customer-specific legal/compliance advice, unsupported browsers or deployments, third-party integrations, Atlassian incident resolution, security testing of unauthorized tenants or guaranteed roadmap delivery.
Priority framework
| Priority | Example | Handling |
|---|---|---|
| Security/privacy emergency | Suspected unauthorized disclosure, mutation or exploitable vulnerability. | Prioritized through the incident process; write “Security report” in the summary. |
| Critical | Widespread loss of supported portal function with no safe workaround. | Prioritized triage and status updates as material information becomes available. |
| Significant | An important supported feature is unavailable for a material subset of users; a workaround may exist. | Investigated after emergency/critical cases. |
| Standard/request | Isolated defect, configuration question, documentation or enhancement request. | Normal queue; roadmap requests have no delivery commitment unless accepted in writing. |
Response versus resolution
The 24-hour target is for the first response, not guaranteed resolution. Resolution may depend on safe diagnostics, customer configuration, Jira/JSM permissions, Atlassian services, Marketplace review or the complexity of the defect. A first response may acknowledge the case, request information, provide a workaround or confirm investigation.
What to include
- App name and version, Jira site hostname and environment if known.
- UTC timestamp and timezone, module/location, actor class and browser/device.
- Project/request-type name or a synthetic identifier and configuration revision where relevant.
- Safe error or correlation ID, expected behavior, actual behavior and reproduction steps.
- A redacted screenshot or synthetic reproduction if helpful.
Do not send request/customer content, private comments, field values, attachments, account IDs, email addresses, credentials, tokens, full API/storage bodies, prompts/completions or exploit details through a general ticket. We will arrange a safer exchange if needed.
Maintenance and platform incidents
The App is actively maintained for Atlassian platform compatibility and security. Planned or material emergency changes are communicated through Marketplace, product or support channels where practicable. Atlassian platform incidents may affect the App and should be tracked through Atlassian's status channels; Mederak Apps cannot guarantee Atlassian service restoration times.
Related resources
Documentation · Security Incident Response · Uninstall and Data Deletion · Product support SLA.