Support Policy

Last updated: March 21, 2026

This Support Policy describes the support services provided by JiBrok for apps available on the Atlassian Marketplace.

Support Channels

Help Center: jibrok.atlassian.net/servicedesk/customer/portals
Email: support@jibrok.com
Security reports: security@jibrok.com

Support Hours

Support is available during business hours (Monday–Friday, excluding public holidays). JiBrok operates from the European time zone (EET/EEST).

Target Response Times

The following are target response times, not contractual SLAs. Actual response times may vary based on issue complexity and volume.

Severity	Description	Target First Response
Critical	App completely unavailable for all users	4 business hours
High	Major feature broken, no workaround available	8 business hours
Medium	Feature issue with a workaround available	2 business days
Low	Question, enhancement request, or minor issue	5 business days

Incident Communication

For Critical and High severity issues, the Provider will:

Provide status updates at least every 4 business hours until the issue is resolved or a workaround is provided.
Post incident notifications and updates on the operational status page at jibrok.statuspage.io for issues affecting multiple customers.

These are process commitments, not contractual SLAs.

Escalation

If the initial response does not resolve your issue or you are not receiving timely updates, you may escalate by emailing support@jibrok.com with the subject line “Escalation: [ticket reference]”.

Scope of Support

Support covers:

Installation and configuration assistance
Troubleshooting product errors and unexpected behavior
Guidance on product features and capabilities
Bug reports and issue investigation

Support does not cover:

Custom script development or debugging (JiBrok Studio)
General Jira administration or configuration unrelated to JiBrok apps
Third-party integrations not provided by JiBrok
Training or consulting services

Bug Fixes and Updates

JiBrok provides bug fixes and product updates through the Atlassian Marketplace. Updates are delivered automatically for Cloud apps running on Atlassian Forge. For Data Center/Server products, updates are available for download from the Marketplace.