A clear route to help.
Find the right contact for product questions, security concerns and privacy requests, with clear first-response targets.
Get help with installation, permissions, scans, findings, Coverage, history, licensing and privacy controls.
Contact the right channel#
| Request | Contact |
|---|---|
| Product help | [email protected] |
| Security report | [email protected] |
| Privacy or data rights | [email protected] |
The support portal requires a customer account. The portal is a separate Atlassian service.
Support days#
Support is asynchronous in English, Monday–Friday, excluding closures in the support calendar. Requests may be submitted at any time. The time zone is Asia/Jerusalem, including its daylight-saving changes.
There is no fixed live-support window, 24/7 customer-support commitment, uptime SLA or guaranteed resolution time.
Target first response#
| Priority | Example | Target |
|---|---|---|
| Security / Critical | Suspected exploitable vulnerability or material confidentiality/integrity impact | 1 support business day; also contact the security address |
| P1 | App broadly unusable with no reasonable workaround | 1 support business day |
| P2 | Major function impaired; workaround exists | 2 support business days |
| P3 | Question, minor defect or documentation request | 3 support business days |
These are targets for the first substantive response, not resolution guarantees. An automated receipt does not count as that response.
The effective receipt date is day zero and is excluded. A request received on a closed day moves to the next support date, which is still day zero. The response is due by the end of the first, second or third subsequent support date according to priority. For example, a P2 request received on Saturday 3 October 2026 or Monday 5 October 2026 has a target of the end of Wednesday 7 October 2026.
Mandatory security/privacy notifications and applicable Atlassian incident-reporting deadlines do not pause for support closures. Restoration can depend on Jira Cloud, Forge or Marketplace services.
What to include#
- App version and Jira Cloud product.
- Affected Guardian page or rule.
- Approximate time and time zone.
- Expected and actual behavior.
- A sanitized screenshot or correlation ID, when useful.
Do not send passwords, recovery codes, access tokens, full Jira exports, raw API payloads or unnecessary personal data. A scoped assisted data return must be arranged separately.
Support scope#
Support covers documented, qualified behavior. It does not include Jira consulting, executing customer configuration changes, deciding whether assets are safe to delete, custom-rule development or unsupported configurations.
For security and privacy reports, use the dedicated contact addresses above. Applicable incident-notification duties are separate from ordinary support response targets.