Support & SLA

AutoPrioritizer AI for Jira Cloud

Last updated: May 12, 2026

How to Get Support

The fastest way to reach us is by email. Please include your Atlassian site URL, a description of the issue, and any relevant screenshots or steps to reproduce.

Email: support@autoprioritizer.app

Hours of Operation

Support hours	Monday – Friday, 9:00 AM – 5:00 PM Eastern Time (ET)
Excluded days	Weekends and US federal holidays
Support channel	Email only (support@autoprioritizer.app)

Messages sent outside of support hours are received and queued; they will be addressed during the next business day.

Service Level Agreement

Response Times

Under normal operating conditions, we target an initial email response within 2 business days of receiving a support request. "Business days" means Monday through Friday, excluding US federal holidays.

Response time is the time to an initial human reply. Resolution time depends on the nature of the issue and is not guaranteed.

Extended Absences

AutoPrioritizer AI is maintained by a small team. For planned absences longer than 3 business days (vacation, travel, conferences, etc.):

• A notice will be posted at the top of this page with the dates of reduced availability and an expected return date.
• An auto-reply on the support email address will indicate the same.
• Normal response targets resume when normal operations resume.

For unplanned absences (illness, emergencies, etc.), we will post a notice and auto-reply as soon as reasonably possible.

Service Availability

AutoPrioritizer AI runs entirely on Atlassian Forge. The platform's availability, infrastructure, runtime, and storage are managed by Atlassian. We do not operate any external servers, databases, or hosting environments.

As a result:

• The App's availability is functionally tied to the availability of Atlassian Forge, the Jira Cloud platform, and (for AI features) the Anthropic Claude API.
• For real-time Atlassian platform status, see the Atlassian Status Page.
• For Anthropic API status, see the Anthropic Status Page.

We make best-effort commitments to keep the App functional but do not publish a guaranteed uptime percentage or offer service credits tied to availability. Outages caused by Atlassian Forge, Jira Cloud, or Anthropic are outside our control.

Scheduled Maintenance

App updates are deployed through the Atlassian Forge release process and typically do not require downtime. If an update is expected to cause a service interruption, we will post a notice on this page in advance.

What's Covered

• Bug reports and unexpected behavior in the App.
• Installation, configuration, and setup questions.
• Questions about how the AI prioritization works.
• Billing and licensing questions for paid plans.
• Security or privacy concerns (see also the Security Statement).

Not Covered

• Issues caused by Atlassian Forge, Jira Cloud, or other Atlassian products.
• Issues caused by Anthropic API outages or rate limits.
• Custom development, custom integrations, or bespoke features.
• Training, consulting, or workflow design for your team.
• Third-party apps, plugins, or tools that interact with our App.

Reporting a Bug

To help us resolve issues quickly, please include:

1. Your Atlassian site URL (e.g., your-team.atlassian.net).
2. The Jira project key where the issue occurred.
3. A description of what you expected vs. what happened.
4. Steps to reproduce the issue.
5. Screenshots or screen recordings if applicable.
6. Approximate date and time (with timezone) when the issue occurred.

For security vulnerabilities, please follow the disclosure process in the Security Statement.

Contact

AutoPrioritizer
Email: support@autoprioritizer.app