Support
We're here to help.
Fast, reliable support is part of how we build. Below is exactly how to reach us — and the response times we commit to for every team using our apps.
How to get support
Email our team
The fastest way to reach us for any question about SprintVitals or our other apps.
support@perpetualagile.comVia Atlassian Support
Raise a request through Atlassian support. We're registered as the support point of contact and respond directly on the ticket.
getsupport.atlassian.com →Report a security issue
Found a vulnerability? Please disclose it responsibly and we'll prioritize it under our security policy.
security@perpetualagile.comService level agreement
Our response-time commitments
First-response targets during support hours, by issue severity.
| Severity | Definition | Target first response |
|---|---|---|
| P1 — Critical | App is unavailable, data loss or corruption, or a confirmed security vulnerability impacting production. | Within 24 hours |
| P2 — High | A major feature is broken or severely degraded with significant impact and no reasonable workaround. | Within 24 hours |
| P3 — Normal | A minor feature issue or a how-to question; a workaround is available and impact is limited. | Within 2 business days |
| P4 — Low | General questions, feature requests, documentation, or cosmetic issues. | Within 3 business days |
Support hours
Monday–Friday, 9:00 AM – 5:00 PM, Eastern Time (ET). Critical (P1) issues are answered within 24 hours, five business days a week, in our local timezone — in line with the Atlassian Marketplace Partner Program and Cloud Fortified support standards.
What to include
- The app name and your Jira site URL
- What you expected vs. what happened
- Steps to reproduce, plus screenshots if possible
Built for reliability
We proactively monitor our apps and follow a structured incident management process. If a production issue affects you, we'll communicate clearly and work it to resolution — and follow up with a review to prevent it happening again.
Still have a question?
Reach out any time — we'd love to help your team get the most out of PerpetualAgile.