Support & SLA
How to reach us, when we're around, and the response times you can count on for every Datum app.
Last updated: 6 September 2026
This page explains how to get help with the Datum apps, when we're available, and the response times datadir s. r. o. ("we", "us") commits to. It applies to every Datum app, on both the free and paid plans.
1. How to get help
Email support@datadir.co. To help us resolve things on the first reply, please include:
- the app and your Atlassian site URL;
- what you expected to happen, and what happened instead;
- the steps to reproduce it, and a screenshot if you have one.
2. Support hours
We answer Monday to Friday, 09:00–17:00 Europe/Bratislava (CET/CEST), excluding Slovak public holidays. Messages sent outside these hours are picked up the next business day.
3. Response times
Our commitment is a first response within the target below — the time to a human reply, not necessarily a full fix. We'll always tell you what we know and what happens next.
| Priority | What it means | First response |
|---|---|---|
| Urgent | An app is unusable for a site, data looks wrong, or a suspected security issue | 1 business day |
| Standard | Questions, minor problems, configuration help, and feature requests | 2–3 business days |
4. Platform & availability
Datum apps run on Atlassian Forge and execute inside your Atlassian tenant — we operate no separate servers of our own. The platform's availability is provided and monitored by Atlassian; you can check live platform status at status.atlassian.com. Because of this, our commitment to you is support responsiveness (the targets above), not a separate uptime figure. If an issue we're responsible for affects your site, we'll notify the affected sites by email and post updates until it's resolved.
5. Security issues
Found a vulnerability? Please report it privately to support@datadir.co rather than a public channel, with steps to reproduce, and give us a reasonable window to fix it before disclosing. See Trust & security for how our apps are built and secured.
6. Changes
We'll keep this page current and update the date above when our hours or targets change.