Support Policy
Need help with installation, import setup, field mapping, Description Builder, Value cleanup or Marketplace questions? Contact support at support.jira@mederak.app.
First-file import help
During the early launch period, we help trial users prepare their first Excel-to-Jira import by email.
To get useful help faster, please send a sanitized Excel sample, column list or screenshots, the Jira project type you want to import into, expected issue types, fields you want to populate, whether the file contains hierarchy or parent-child relationships, and whether this is a one-time import or a repeated workflow.
Please avoid sending confidential customer data unless your organization allows it. A small anonymized sample is usually enough to review the structure and suggest the right mapping approach.
Contact support for first-file help
Email: support.jira@mederak.app
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 backlog 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 times
Production import is blocked for many users. Target initial response: 1 business day.
Configuration, mapping or import questions. Target initial response: 2 business days.
Feature requests, roadmap questions or commercial inquiries. Target initial response: 3 business days.
Potential vulnerability reports are prioritized. Use subject: Security report.
Business hours
Support is provided on business days, excluding Polish public holidays, unless a separate agreement states otherwise.