Blocker Triage support policy

Effective date: 24 October 2026

Contact: support@kitawolfstudios.com

Coverage

Support covers installation/access, selecting relationship direction, understanding the queue and its limits, reported defects and security concerns for supported Marketplace versions of Blocker Triage for Jira on Jira Cloud. Server and Data Center are not supported.

Support hours: Monday to Friday, excluding public holidays observed by Kitawolf Studios.

Response targets

• General support: initial response within two business days.
• Security reports: acknowledgement within two business days.

These are targets, not service-level guarantees or promises of resolution within that period. No separate SLA, service credits, 24/7 staffing or guaranteed workaround is included unless separately agreed in writing.

What to send

Include the app version, Jira Cloud/project type, selected relationship wording, expected/actual behaviour, reproduction steps, approximate occurrence time and a sanitised screenshot where useful. Explain whether a scan cap or error was shown. Do not send passwords, API tokens, session cookies, identity documents or unnecessary confidential issue content.

The app is read-only and follows the requesting user's Jira permissions. We may need an administrator to check installation/license/configuration, but asking support does not grant access to the customer's Jira site. Arrange any additional access separately and explicitly.

Security reports and personal information

Use the subject “Blocker Triage security report” for security concerns. Provide impact and safe reproduction details without secrets or unnecessary live data. Support correspondence is processed separately from the app's in-memory queue as described in the privacy notice.

Billing

Atlassian administers trials, subscriptions, invoices, renewals and refunds for Paid via Atlassian apps. Contact Atlassian billing support for account-specific billing changes. Kitawolf Studios can help identify whether an issue is product or billing related.