Version Workload Reports for Jira
Support Policy and SLA
Support coverage and service-level response objectives for current Marketplace versions of Version Workload Reports for Jira.
Effective and last updated: 11 September 2026
Contact support
Email support@sovereignworldlabs.com with subject VWR support. Include the Atlassian site URL, VWR version when visible, UTC timestamp, public error code, report type, sanitized counts and duration, and redacted reproduction steps or screenshots.
Never email passwords, API tokens, JQL, issue contents, user records, CSV files, full API bodies, or complete Forge logs.
Coverage
Standard support is available Monday to Friday, 09:00–17:00 Europe/Madrid, excluding Spanish public holidays. Support is available in English and Spanish.
Service Level Agreement (SLA): response objectives
Our target is to provide an initial support response within two support hours. Support hours are Monday–Friday, 09:00–17:00 Europe/Madrid, excluding Spanish public holidays. Time outside this schedule does not count towards the response target.
Priority levels determine triage and handling order. This is an initial-response target, not a guaranteed resolution time.
| Severity | Example |
|---|---|
| P1 Critical | Widespread VWR outage or confirmed security or privacy incident |
| P2 High | A core report, authorization, or entitlement path is unavailable or materially incorrect |
| P3 Normal | Limited defect, calculation question, or configuration issue |
| P4 Low | Documentation question, cosmetic issue, or feature request |
This response target does not provide guaranteed resolution times, uptime commitments, or service credits. Resolution can depend on reproducibility, customer and Atlassian cooperation, platform status, and fix risk.
Security incidents
Confirmed or suspected vulnerabilities and P1 security or privacy incidents should be sent to security@sovereignworldlabs.com with subject VWR security. Do not include exploitable secrets or customer data in the first message. This public intake route is monitored during support hours and is not a promise of continuous customer support. Atlassian operational escalation is separate from this public channel.
Scope
Support covers current Marketplace versions of VWR on the documented Jira Cloud scope: installation and entitlement diagnosis, the three shipped reports, calculation semantics, Jira-permission behavior, complete-result CSV, and enforced limits.
It does not include Jira administration, custom workflow or permission design, bespoke JQL, customer data cleanup or migration, third-party apps, unsupported browser extensions, Atlassian platform outages, custom development, or reports above VWR’s enforced limits.
See the VWR documentation, Privacy Policy, Data Processing Addendum, and Provider-Specific Terms.