Help with Sprint Scope Guard
Start with the first-run guide or administrator notes. For an issue or question, contact us below. Response targets are not a guaranteed SLA.
📩 Open a Support Request
Support targets by severityFor technical assistance, bug reports, feature requests, or enterprise licensing, reach out directly to our dedicated engineering desk:
Monitored Monday–Friday, 09:00–18:00 Europe/Berlin time (CET/CEST), excluding public holidays in North Rhine-Westphalia. A business day is a weekday in this schedule; a business hour is one hour within these support hours. Critical Sev-1 reports are prioritized for triage during the schedule.
⏱️ Response and Resolution Targets
Scroll the table horizontally to read all response and resolution targets.
| Severity Level | Description & Scope | First Response | Resolution Target |
|---|---|---|---|
| 🔴 Sev-1 (Critical) | App is unavailable or blocking critical Jira workflows | Within 1 business day | 48 elapsed hours after triage (target) |
| 🟡 Sev-2 (Major) | Core feature degraded with workaround available | Within 2 business days | 5 business days target |
| 🟢 Sev-3 (General) | General questions, UI feedback, feature suggestions | Within 3 business days | Next maintenance release target; no guaranteed fix date |
🛡️ Security & Architecture
The current major-4 release of Sprint Scope Guard uses Atlassian Forge and Forge KVS for settings plus minimal governance data. Removed-item audit entries contain only an issue key, action reason, and action date. Current Jira fields are fetched as the current user reads them, and inaccessible or deleted issues are omitted; Jira remains the source of truth. Browser exports are local to the user, and the current major-4 release has no external backend destination or telemetry. Forge operational logs, metrics, and alerts are Atlassian-managed platform services and may include platform site, version, and invocation metadata; access depends on customer log-sharing controls. See our privacy and security policies. Neural Void makes no independent certification claim.
For troubleshooting, send the error code or support ID, approximate UTC time, affected action and reproduction steps. Redact screenshots. Do not send Jira exports, webhook URLs, passwords, tokens or full log files. Browser-only error references may not appear in server logs.
Frequently asked questions
What information should I send with a support request?
Send the error code or support ID, approximate UTC time, affected action, and reproduction steps. Redact screenshots. Do not send Jira exports, webhook URLs, passwords, tokens, or full log files.
How fast will I get an answer?
First response targets by severity: Sev-1 (Critical) within 1 business day; Sev-2 (Major) within 2 business days; Sev-3 (General) within 3 business days. Resolution targets: Sev-1 48 elapsed hours after triage; Sev-2 5 business days; Sev-3 next maintenance release. These are targets, not a guaranteed SLA.
Does Sprint Scope Guard send my Jira data to an external service?
No. The current major-4 release has no external backend destination or usage analytics, and Jira remains the source of truth.
Where is my data stored and for how long?
Data is stored in Forge storage. After uninstallation, Forge-hosted data is retained for up to 28 days.
Where are the licensing and billing terms?
Licensing and billing are handled through the Atlassian Marketplace listing and Atlassian's terms. See our terms for details.