Support & Service Level Agreement
Applies to all EvolRed apps on the Atlassian Marketplace
How to Get Help
We are committed to providing timely and helpful support for all our Atlassian Marketplace applications. Support is provided by email.
Contact Support
Email: [email protected]
When contacting support, please include the following information to help us resolve your issue quickly:
- App name and version — visible in the Atlassian Marketplace or your instance's app management screen
- Atlassian product and version — e.g. Jira Cloud, Confluence Cloud
- Your Atlassian site URL — e.g.
yourcompany.atlassian.net - A clear description of the issue — what you expected to happen vs. what actually happened
- Steps to reproduce — the exact sequence of actions that triggers the issue
- Screenshots or screen recordings — if applicable, these greatly speed up diagnosis
- Any error messages — copy the exact text or include a screenshot
Response Times
Support hours: Monday to Friday, 9:00–18:00 UK time (London, GMT/BST), excluding UK bank holidays.
Channel: email to [email protected].
Requests received outside support hours are picked up at the start of the next business day.
| Priority | Description | First Response |
|---|---|---|
| Critical | App is completely broken or causing data issues | Within 1 business day |
| High | Core feature not working, no workaround | Within 2 business days |
| Normal | Feature partially broken, workaround available | Within 5 business days |
| Low | Minor issue, cosmetic problem | Within 10 business days |
We commit to these first-response times, measured within support hours. Time to resolution depends on the issue; we keep you updated until it is fixed.
What Is Covered
Our support covers:
- Bugs and unexpected behaviour in the app
- Configuration questions and setup guidance
- Compatibility questions with supported Atlassian versions
- Guidance on using app features
Support does not cover:
- Issues caused by your Atlassian configuration or third-party apps
- Custom development or feature implementation
- Issues related to unsupported Atlassian versions
Feature Requests
We welcome ideas for new features and improvements. To submit a feature request, email us at [email protected] with "Feature Request:" at the start of the subject line. Please describe the use case and the value it would provide.
We review all feature requests and consider them for future releases, but we cannot guarantee implementation of any specific request.
Bug Reports
If you have found a bug, please report it with as much detail as possible (see the list above). We treat all confirmed bugs as high priority and aim to release fixes in a timely manner.
Compatibility
Our apps are tested against the latest versions of Jira Cloud and Confluence Cloud at the time of each release. We aim to maintain compatibility with Atlassian's supported versions.
If you are on an older version and experience issues, please contact us — we will assess on a case-by-case basis.
Last updated 2026-10-15