Gitkraken’s goal is to ensure you can use Git Integration for Jira (GIJ) effortlessly and with minimal friction. In the unlikely event that you need to reach out to a human, refer to our current terms and conditions below. The section below covers Git Integration for Jira Cloud.
You can always reach out to us via Contact support.
Support Coverage & Commitments
GitKraken provides technical support for Git Integration for Jira (GIJ) in alignment with the Service Level Agreements (SLAs) applicable to your edition of GIJ. Please note that support is provided from 10A UTC to 10P UTC, Monday to Friday, excluding US public holidays.
Git Integration for Jira Cloud
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GIJ Standard: Support response within one business day via email
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GIJ Advanced: Support response within six business hours, with access to both email and live chat support**
Git Integration for Jira Data Center
- Support response within one business day via email
Important: SLA commitments apply exclusively to paid Git Integration for Jira licenses with current and active License Maintenance coverage.
To ensure the best support experience, please refer to our Support & Compatibility Information for details on:
- Supported Jira versions
- Browser compatibility
- Service limitations
- End-of-life policies
While GitKraken will make every reasonable effort to meet these response timelines, we are not liable for delays resulting from customer-side issues or events outside of our control.
Scope of Technical Support
As part of your active support plan, GitKraken will provide assistance with the following:
- Installation issues – Help with initial setup and deployment of Git Integration for Jira
- Upgrade issues – Support during version upgrades of the app
- Troubleshooting – Diagnosis and resolution of errors or unexpected behavior in the app
- Configuration reviews – Virtual meetings (for eligible plans) to review and optimize your app setup
Support Exceptions & Limitations
GitKraken is committed to resolving issues promptly and professionally, in alignment with our Service Level Agreements (SLAs). However, certain requests fall outside the scope of our standard support.
This SLA does not cover:
- Product training
- Support requests for licenses that are not covered by an active License Maintenance agreement
- Customers using the app beyond stated usage limits
- During troubleshooting, we may recommend upgrading to a different edition of Git Integration for Jira if usage exceeds the limits defined for your current plan.
We are unable to provide assistance for:
- Apps not developed by GitKraken
- Issues related to Atlassian Confluence
- Confluence versions not supported by GitKraken apps
- Unsupported client configurations for the installed Confluence version
- Beta or development versions of our apps
- Support in languages other than English
Platform Compatibility & Customer Responsibilities
To ensure optimal support, GitKraken follows Atlassian’s official End of Life (EOL) policies and expects customers to maintain compatible environments.
Self-Managed Jira (Data Center)
GitKraken’s support policy aligns with Atlassian’s EOL guidelines for self-managed Jira. Atlassian supports each feature version for two years after its release, and GitKraken extends support for at least the same duration. In some cases, we may support older Jira versions when technically feasible.
Refer to the Atlassian Marketplace Versions Page for official version compatibility details.
Jira Cloud
For Jira Cloud, GitKraken adheres to Atlassian’s deprecation and support timelines. We monitor and adapt to changes in Atlassian’s platform to ensure continued compatibility and support.
Note: For both cloud and self-managed environments, ensure that your Java Runtime Environment (JRE) is up-to-date to benefit from the latest security patches and application features.
