Support Policy
Last updated 27 October 2026
This policy explains how to get help with the apps AtlasOptima publishes on the Atlassian Marketplace, and what you can expect from us. It applies to free, evaluation and paid licences.
How to reach us
Email support@atlasoptima.com. To help us solve your problem quickly, include:
- the app's name and your Atlassian site address;
- what you did, what you expected, and what happened instead;
- any error message, with a screenshot if you can.
Send only the information we need to understand the problem. We use what you send only to help you, as our Privacy Policy describes.
When we respond
Our support hours are Monday to Friday, 9:00 to 17:00 Eastern Time, except Ontario public holidays. We aim to reply to every request within one business day. Problems that stop the app working for your organization, and security problems, go to the front of the queue.
To report a security problem, follow Report a security problem.
What we help with
- installing, configuring and using the app;
- errors and unexpected behaviour in the app;
- questions about what the app stores and how it handles your data;
- ideas and feature requests.
We fix confirmed bugs in a later update, in order of how much they affect our customers, and tell you when the fix is released. We read every feature request; we cannot promise to build each one.
What is outside app support
- problems with Atlassian's own products, which Atlassian Support handles;
- problems caused by other apps or by changes made outside our app;
- custom development or changes built only for your organization.
If we find the cause lies outside our app, we will tell you where to take it.
Changes to this policy
We may update this policy. We will post the new version here with its date.