Atlassian Apps / Support
Direct support for the apps we publish.
This page is the public support URL for CodeTailor's Atlassian Marketplace apps. It explains how to reach support, the support hours we currently publish, and the response targets we aim to meet.
How To Reach Support
For technical questions, rollout questions, defect reports, licensing issues, privacy questions, or security reports, email support@codetailor.com.
This is the main public contact path for app support, privacy, and security matters.
What To Include
Including a few practical details usually speeds things up:
- your Atlassian site URL
- the space key involved
- a short description of the problem or question
- the time the issue occurred
- screenshots or error text where relevant
Support Hours
The currently published support hours are Monday to Friday, 09:00-17:00 (Europe/Lisbon).
These are the hours during which the support inbox is actively monitored. Security reports may still be sent at any time to support@codetailor.com.
Support Coverage
Normal app support covers:
- installation and licensing questions
- configuration and documented usage questions
- defect triage for published app functionality
- privacy, security, and trust clarifications about the current app behavior
Normal app support does not automatically include:
- custom consulting or implementation work
- changes to Atlassian Cloud itself or Atlassian platform outages
- bespoke procurement paperwork beyond the published materials unless separately agreed
Initial Response Targets
The targets below are current operating targets for initial response. They are not service-credit commitments.
| Severity | Typical example | Initial response target |
|---|---|---|
| Critical | A licensed installation cannot use the app at all, or the core scan and review workflow is unavailable with no practical workaround. | Within 4 business hours |
| High | A major feature is failing in normal use, including repeated scan failures with no workable path forward. | Within 1 business day |
| Normal | A product issue has limited impact, or the request is about setup, configuration, licensing, or documentation. | Within 2 business days |
| Low | Minor defects, documentation corrections, or feature requests. | Within 3 business days |
Security Escalation
If you believe you have found a security vulnerability, do not send it to a public review channel. Report it to support@codetailor.com.
The app's current security posture is described on the security statement.