| Provider | Astrospray Limited, registered in England and Wales, company no. 10903246 |
| Applies to | Every Astrospray app on the Atlassian Marketplace, including free, trial and paid installations |
| Support | help@astrospray.com · astrospray.com/support |
| Security reports | security@astrospray.com |
| Effective | 25 September 2026 |
Support hours
09:00 to 17:30 UK time (GMT, or BST in summer), Monday to Friday, except England and Wales bank holidays. That is 8.5 hours a day, 5 days a week.
Every time on this page is measured in these business hours. A request that arrives outside them starts counting at 09:00 on the next business day. The one exception is a priority 1 request, below.
Response times
The first response is a reply from a person who has read your request. It names your actual problem and either answers it or says what happens next and by when. An automatic acknowledgement does not count as a first response.
| Priority | What it covers | First response | Resolution target |
|---|---|---|---|
| P1: data loss or exposure | Data is missing, wrong, or visible to someone who should not see it. For example, a restore wrote the wrong values, or a report showed someone a project they cannot browse | Within 1 hour, including outside support hours wherever possible | The same day, or a workaround the same day |
| P2: something is broken | A feature that should work does not, and there is no easy way round it. For example, an export fails, or the app will not load on your site | Within 4 business hours | Within 3 business days, or a workaround and a fix date |
| P3: a question | How do I, why does it, can it. Includes licensing, trials and access codes | Within 4 business hours | Usually answered in the first reply |
| Feature request | Something you would like the app to do | Within 1 business day | Considered for the public roadmap. We will tell you where it lands |
Every request gets its first response within one business day at the latest, whatever its priority.
We set the priority from what you describe. If you think it is wrong, say so and we will change it. For a P1, put URGENT at the start of the subject line so it is seen straight away.
Security vulnerabilities
Send reports to security@astrospray.com. We acknowledge them within 1 business day and triage them within 5 business days. We keep you updated until a fix ships, and we credit you in the release notes if you would like that. Please do not open a public issue for a suspected vulnerability.
Privacy and data requests
Send data protection requests to legal@astrospray.com. We answer them within 30 days, as UK GDPR requires. See the privacy policy.
How to get the fastest answer
Include these four things and we can usually answer in one reply:
- Which app, and your Jira site URL
- What you did
- What happened instead of what you expected
- Any error message, copied as text, or a screenshot
Never send passwords, API tokens or customer data. We do not need them.
Availability
Our Jira apps run entirely on Atlassian’s Forge platform, inside your Atlassian cloud. They are available whenever your Jira site is, with no separate servers of ours in the path. Atlassian publishes the platform’s live status at developer.status.atlassian.com. If Atlassian reports an incident that affects an app, we follow it and post updates for our customers.
Changes to this agreement
We reserve the right to update or change this agreement at any time, including the support hours, priorities and response times, for example as our products, team or support channels change. The version published on this page is the one that applies, and the date above shows when it last changed.
When a change reduces what we commit to, we post it here at least 30 days before it takes effect. A change never shortens the response times for a request that is already open.
This page describes our support commitments. It does not change the licence terms your app is sold under, and nothing on it limits any rights you have under law.