Support Policy
How to contact Shurivo for technical support, privacy matters, and security reports.
Support channels
| Topic | Contact |
|---|---|
| Technical support and product questions | support@shurivo.com |
| Security reports | security@shurivo.com |
| Privacy questions and requests | privacy@shurivo.com |
| General inquiries | hello@shurivo.com |
Support availability
Normal support is available Monday through Friday for at least 8 business hours per business day. The operational support window is currently 09:00–17:00 (UTC+03:30), excluding applicable public holidays.
Initial response target
For normal support requests, Shurivo targets an initial response within 1 business day. This is an initial-response target and is not a guaranteed resolution SLA.
What to include
To help us investigate efficiently, include the affected Jira/Jira Service Management site, the request or project context where relevant, steps to reproduce the issue, the expected result, and the actual result. Please avoid sending passwords, API tokens, access tokens, or unnecessary customer data.
Security incidents
Potential security vulnerabilities or incidents should be sent to security@shurivo.com. Security reports are handled separately from normal support requests.
Privacy matters
Privacy questions and data-related requests should be sent to privacy@shurivo.com.
Scope
Support covers the Shurivo for Jira Service Management App, including installation-related questions, configuration guidance, reproducible product defects, and reasonable assistance with App behavior. Atlassian platform issues outside the App may need to be handled through Atlassian Support.