Get help with AssetPilot for Jira and AssetPilot Connect in English. Requests are monitored 24 hours a day, 7 days a week, with a first response to critical issues within 24 hours, any day.
Contact support
Open a request in the Plugins Factory support portal, or email support@plugins-factory.com. The first time you use the portal, you sign up with your email address; you do not need access to our Jira site.
For vulnerabilities, write to security@plugins-factory.com instead.
Response times
| Priority | Meaning | First response |
|---|---|---|
| Critical | An app is down or unusable for everyone, data is lost or incorrect, or there is a security problem | Within 24 hours, any day |
| High | A main feature fails and there is no workaround | Within 1 day |
| Normal | A feature fails and there is a workaround, or a configuration question | Within 2 days |
| Low | How-to questions and feature requests | Within 5 days |
For critical requests, we keep working until there is a fix or workaround and send an update at least once a day.
What to include
- Your Jira site address, such as
example.atlassian.net, and the app version from Apps → Manage apps. - What you did, what you expected, what happened, and when, including the time zone.
- A screenshot or the error code shown by the app.
Never send passwords, API keys, OAuth client secrets or MDM credentials. We will never ask for them.
Access to your Jira site
We cannot see your Jira site or its data by default. If we need more detail, we ask you for it. We use Atlassian’s support access feature only if you grant access, and only for the time you choose.