Where to send it
Pick the one that matches what you are writing about. Each card says what it covers and how quickly you hear back.
Bugs, questions, ideas, installation help, licensing and anything about how a product behaves.
help@astrospray.com
UndoTrail customers can also use the support portal, which is where the app's Get help links go.
Target first response: 4 business hours. Always within 1 business day.
Vulnerability reports and security questionnaires. Please do not open a public issue for a suspected vulnerability.
security@astrospray.com
Acknowledged within 1 business day, triaged within 5.
Licence and contract questions, data protection requests, and anything about the commercial information we hold as a controller.
legal@astrospray.com
Data requests answered within 30 days.
Before you email
The documentation covers every feature, and each page lists its own limitations rather than hiding them in an FAQ. The troubleshooting page covers the problems people actually hit.
In your request
Tell us these four things and we can usually answer in one reply instead of three.
And for OpenCart, your order number.
Your Jira site URL, or your OpenCart version number. In UndoTrail, Help → Get help or send feedback fills these in for you.
And what happened instead of what you expected.
Copied as text rather than described. A screenshot is fine too.
Never send us passwords, API tokens or customer data. We do not need them, and for the Jira app we could not use them. The app has no way to send your data to us in the first place.
The practical details
09:00 to 17:30 UK time, Monday to Friday, excluding England and Wales bank holidays. Response targets are measured in business hours against that schedule. Data loss or exposure is the exception: first response within 1 hour, including outside these hours wherever possible. Put URGENT at the start of the subject line. The full commitments are in our support SLA.
Astrospray Limited
47 St James Avenue, Upton, Chester, CH2 1NB
United Kingdom
Registered in England and Wales, company number 10903246. Companies House record.
Pre-sales questions go to the same address and get the same attention. Ask before you buy and we will tell you straight whether a product does what you need.