Support
Email a person.
There is no ticket portal, no chatbot, and no tier one. Write to us and someone who builds the app reads it.
We reply within one business day to anything that is not critical, and within 24 hours when it is — see the support policy below for exactly what we commit to.
Support policy
What we commit to
This is the support commitment for every QuinTek app on the Atlassian Marketplace. The End User Licence Agreement incorporates it by reference.
- Hours
- Monday to Friday, 9 am to 5 pm Mountain Time (US), excluding US federal holidays
Support is by email, in English, at support@quintek.com. Requests received outside these hours are picked up at the start of the next business day.
- Response times
Critical issues: a reply from a person within 24 hours, including outside business hours.
Everything else: a reply within one business day, and a substantive answer within five business days at the outside. If the answer will take longer than that, we tell you where it stands before the deadline rather than after it.
- What counts as critical
The app cannot be opened on a licensed site; a scan cannot complete on any setting; the report is demonstrably wrong about who holds access; or a suspected security issue. Say “critical” in the subject and we will treat it as such until we know otherwise.
- What is covered
Installing, configuring, and running the app; reading and exporting the report; diagnosing a scan that stopped, stalled, or reported partial coverage; and questions about what the app reads, stores, and does not do. Covered for the current version, on every licensed or evaluating installation, for as long as the subscription runs — including the sites Atlassian licenses for free.
- What is not
Availability of Jira Cloud and the Forge platform itself, which is Atlassian’s to provide and is published at status.atlassian.com; Forge platform quotas and Jira rate limits, which we work within but do not set; custom development; and reviewing your permission model on your behalf — although we will always explain what the report is telling you.
- Availability
Our apps run on Atlassian-operated infrastructure, so their uptime is the uptime of your Atlassian site and is governed by your agreement with Atlassian. QuinTek runs no service of its own that could be the thing that is down.
- Fixes
Bugs are fixed in the next release, in order of how badly they affect the report’s accuracy. Security vulnerabilities are fixed within the timeframes Atlassian’s Marketplace security requirements set, which are shorter than any of the above.
Reporting a security vulnerability? That has its own commitments — see the security page. Exercising a privacy right? See the Privacy Policy; the address is the same.
Reasons to write
All of these go to the same address
Something is not working
Tell us what you did, what you expected, and what happened instead. If it involves a scan, the run’s entry in the Activity tab — mode, duration, coverage, skipped items — is the single most useful thing you can send.
A security or procurement question
Put “security” in the subject. We answer vendor questionnaires and architecture questions in writing, and where the honest answer is “not yet”, that is the answer you will get.
You want a feature, or a different app
Most of what we build started as somebody describing the export they dread producing every quarter. If that is you, we would genuinely like to hear it.
You want to know when something ships
Ask, and we will tell you when it lands on the Marketplace. No list, no drip campaign — an email from a person.
Read first
The docs are public and complete
Published before you install anything, including the troubleshooting page. If something in them is wrong or missing, that is a bug and we want to hear about it.