Support

How to reach us about Configscope for Jira, when we answer, and what to expect.

This page is the support agreement for Configscope for Jira, the app listed on the Atlassian Marketplace, and for the free tools on this site. Support is included with every licence, including the free tier for sites up to 10 users.

Channel

Email hello@configscope.com. One address for questions, bug reports, licensing and security issues. There is no phone or chat support. Please include the Jira Cloud site URL (the app is licensed per site), what you expected, what you saw, and a screenshot of the scan screen if the question is about a result. Do not send work item content; the app does not read it and we do not need it.

Hours of operation

Days	Hours	Time zone
Monday to Friday	09:00 to 18:00	Central European Time (Europe/Prague, UTC+1, UTC+2 in summer)

Requests sent outside these hours are read on the next business day. Czech public holidays are not business days.

Target response times

Request	First response	Resolution target
App unusable the scan does not start or never completes on a site	1 business day	Fix or workaround within 3 business days
Wrong result a count or a dependency that does not match what Jira shows	1 business day	Explained or fixed within 5 business days
Question how a verdict is reached, licensing, billing	1 business day	Usually answered in the first reply
Security issue	Handled under the security policy	See the severity table there

A business day is a weekday within the hours above. First response means a reply from a person who has read the request, not an automatic receipt.

What is covered

Installing and opening the app, licensing through the Atlassian Marketplace, and billing questions about the app itself. Atlassian handles invoices and payment; we help you find the right place.
Scan results: what a verdict means, why a field is counted the way it is, and which filters and boards were matched.
Defects in the app. Fixes ship as a new version through the Atlassian Marketplace; there is nothing to install by hand.

Not covered: deleting or changing fields in Jira on your behalf, custom scripts, and Jira administration questions unrelated to the app. The app is read-only and stores nothing, so there is no data to restore or export; see the privacy policy.

How a request is handled

Reply within one business day with what we understood and what happens next.
Reproduce on a test site with a similar configuration. We may ask for a screenshot of the scan screen or the field's configuration page; we never ask for your credentials.
Fix or explain. A defect gets a new version; a result that is correct but surprising gets an explanation, and often a clearer wording in the app.

Changes to this page

Hours and targets are updated here when they change. Last updated 30 September 2026.