Support SLA
Last updated: October 23, 2026
In short: open a request in our help center and you’ll hear back from the developer within 2 business days — within 1 for critical issues.
1. Channels
- Help center: momentra.dev/atlassian/support — the preferred channel; you can track your request there.
- Email: support@momentra.dev.
- Security issues: security@momentra.dev — see Security.
Support is provided in English and Ukrainian.
2. Support hours
Monday to Friday, 10:00–18:00 Kyiv time (EET/EEST), excluding public holidays in Ukraine. “Business day” below means one of these days.
3. Response times
| Priority | What it means | First response |
|---|---|---|
| Critical | The app does not work for anyone on your site, or data is shown incorrectly | 1 business day |
| High | A key feature is broken and there is no workaround | 2 business days |
| Normal | Questions, minor bugs, issues with a workaround | 2 business days |
| Feature request | Ideas and improvements | Acknowledged within 5 business days |
For critical issues we post an update at least once per business day until the issue is resolved or a workaround is available. We aim to resolve issues as quickly as possible but cannot guarantee resolution times.
4. What’s covered
- Installing, configuring and using our apps.
- Bugs in our apps and compatibility with current Atlassian Cloud products.
5. What’s not covered
- Outages or limitations of Atlassian’s products and platform — see status.atlassian.com.
- General Jira administration unrelated to our apps.
- Custom development.
6. Helping us help you
Please include your site URL, the app name, what you expected, what happened, and screenshots if useful. Do not send passwords, API tokens or personal data we don’t need.