Support channel
For StatusDeck product, licensing, installation and Marketplace issues, email marketplace@qtilabs.com.
General, privacy, legal and security enquiries may be sent to support@qtilabs.com.
Business hours
- Monday to Friday
- 09:00 to 18:00 India Standard Time (UTC+05:30)
- Excluding Indian national and Telangana public holidays
- Support language: English
Response targets
| Severity | Target initial response |
|---|---|
| Critical | Within 1 business day |
| High | Within 2 business days |
| Normal / Low | Within 3 business days |
These are initial-response targets, not guaranteed resolution times.
Severity definitions
Critical
Confirmed security compromise, widespread inability to use the app, material risk of unauthorised disclosure, or report generation unavailable for all users.
High
Major feature unavailable, materially incorrect results for multiple users, repeated export failure, or no reasonable workaround.
Normal
Limited functionality, isolated calculation issue, formatting problem, documentation question or usability concern.
Low
Enhancement request, cosmetic issue or general feedback.
Information to include
- Jira Cloud site URL or tenant identifier
- StatusDeck version if shown
- Steps to reproduce
- Expected and actual result
- Relevant screenshots with sensitive information removed
- Approximate time of occurrence and affected users
Effective date: upon first public availability of StatusDeck on the Atlassian Marketplace. Review at least annually and after material product, scope, storage, subprocessor, security or legal changes.