Support
Raise a request in the support portal, or email us. Either way you get a ticket you can follow.
Response time
Within two business days. Sooner for anything that blocks an admin page from loading.
What we help with
Installing, setting up and using Doorman, Super SLA and Precheck; bugs in them; and questions about the data they store. Licences, trials and invoices go through Atlassian.
What to include
- Your Jira site URL
- The app and tab you were on
- What you expected
- What you saw. Screenshots help.
Before you write
Doorman
If the Access tab says "No snapshot yet", the first hourly run has not happened. Use "Run snapshot now" and refresh after a minute or two.
If a snapshot is marked incomplete, the crawl hit its time budget on a very large site. The next run picks up where it left off. Tell us your project and user counts and we will look at it.
Super SLA
In Super SLA, if the Breach ledger is empty right after install, the first read is still running; the Capture tab shows its progress. A row labelled "Past breach time, not re-read yet" clears on the next hourly check. If a gadget shows "trouble displaying this gadget", refresh it once; if that persists, tell us the dashboard and the gadget name.
Precheck
For Precheck, tell us the schema and object type, the import settings you chose, the error or warning code shown, and the file's header row with one problem row (remove anything confidential). Files over 50,000 rows or 20 MB need to be split first.