FirstTry Trust Center v4.4.2
Pack v4.4.2Rev 4.4.2OwnerFirstTry SolutionsLast Updated2026-02-26ReviewAnnualDoc IDFT-OPS-003

Support Policy

1. Support Channels

Channel Use Case Response Time
Email: support@firsttry.run Feature requests, bugs, general questions 2 business days
Email: security.contact@firsttry.run Security vulnerabilities, data concerns 4 hours (Critical)
GitHub Issues (if repo public) Feature requests, bug reports 3 business days
Atlassian Marketplace (if available) Community support, ratings 5 business days

2. Support Scope

We support:

  • ✅ FirstTry app functionality (dashboard, exports, gadget UI)
  • ✅ Integration questions (how to use with Jira)
  • ✅ Troubleshooting (resetting app, reexporting data)
  • ✅ Documentation questions
  • ✅ Feature requests (considered but not guaranteed)

We do NOT support:

  • ❌ Jira Cloud configuration (contact Atlassian)
  • ❌ Jira admin training (contact Atlassian or your IT)
  • ❌ Compliance framework design (consult with your legal/compliance team)
  • ❌ FirstTry app customization or forking (app is not extensible)
  • ❌ Atlassian Forge platform issues (contact Atlassian)

3. Severity Levels

Severity Description Example Response
Critical App is broken; data is lost or inaccessible Export fails; dashboard shows infinite error 4 hours
High Major feature is unavailable; workaround exists Permissions endpoint times out (can retry) 8 hours
Medium Feature partially works; minor issue Export is slow but completes 1 business day
Low UI cosmetic issue; documentation gap Typo in help text 5 business days

4. Response and Resolution SLA

Severity Initial Response Resolution Target Status Updates
Critical 4 hours 24 hours Every 4 hours
High 8 hours 5 business days Daily
Medium 1 day 14 days Weekly
Low 5 days 30 days On resolution

Note: SLA targets are best-effort. Actual resolution time depends on issue complexity and availability of information from customer.

5. How to Report an Issue

Essential information:

  • What happened (describe the issue)
  • When it happened (date, time, timezone)
  • How to reproduce (step-by-step)
  • What you expected (intended behavior)
  • What you got (actual behavior)
  • Jira Cloud site name (if applicable)
  • App version (if known)
  • Browser and OS (if gadget/UI related)
  • Error messages or logs (if available)

Helpful but optional:

  • Screenshots
  • Video recording of issue
  • Recent changes made (if user suspects trigger)

6. Security Support

For security issues:

7. Support Availability

Support hours: Business hours, US/UK timezones (typically 09:00–17:00 EST/GMT)

Supported languages: English (primary), other languages on best-effort basis

Out of office: Support may be delayed during company holidays. Critical issues may be escalated to on-call team.

8. End of Support

When FirstTry reaches end-of-life:

  1. Announcement in CHANGELOG.md (6 months advance notice, if possible)
  2. Deprecation message in app (last version)
  3. Final support period: 3 months after announcement
  4. After final date: App may be removed from Atlassian Marketplace

References