Support Policy
Need help with installation, import setup, field mapping, Description Builder, Value cleanup or Marketplace questions? Open a request in Mederak Apps Service Desk.
What to include
- Jira site URL and project key.
- Import ID, if the report screen or history shows one.
- App version shown in the bottom-right corner of the app.
- Relevant issue type names and the target Jira field names.
- Sanitized field mapping, duplicate identity setting or Value cleanup pattern when relevant.
- Description of the import step where the issue happens.
- Relevant screenshots of mapping, validation or report screens.
- Do not send sensitive Excel files unless support explicitly requests a sanitized sample.
Support scope
Support covers app installation questions, configuration guidance, field mapping behavior, Description Builder, Value cleanup setup, import errors, duplicate handling, report export and general Marketplace listing questions.
Target response time
Support requests can be submitted 24 hours a day, 7 days a week through Mederak Apps Service Desk.
Mederak Apps aims to respond within 24 hours from receiving a support request.
Potential vulnerability reports are prioritized. Include "Security report" in the request summary.
The response target is not a guaranteed resolution time. Resolution depends on product behavior, Atlassian platform behavior, Jira configuration and diagnostic detail.
Support availability
Support intake is available at any time through Mederak Apps Service Desk. The general vendor SLA is available at Support Service Level Agreement.