VIVID INSIGHTSupport Policy — Vivid Connector for Jira and Telegram
Support contacts, hours, priorities, initial-response targets, scope, and security-reporting guidance for Vivid Connector for Jira and Telegram.
- Effective date
- Version
- 1.0
- Product
- Vivid Connector for Jira and Telegram
Effective date: 31 July 2026 Version: 1.0
This Support Policy applies to customers with an active paid or evaluation license for Vivid Connector for Jira and Telegram (Forge Edition).
1. How to contact support
Support email: info@vividinsight.xyz
Telegram: @JTNSupport
Security vulnerabilities: info@vividinsight.xyz
Privacy requests: info@vividinsight.xyz
Service/status page: not currently available
Do not send Telegram bot tokens, webhook secrets, Atlassian credentials, full private messages, or unrestricted customer exports through support. We will request the minimum diagnostic information required and provide a safer transfer method if needed.
Security reports and privacy requests should use the email address above, not a public/shared Telegram chat. Include Security or Privacy in the subject line so the request can be routed correctly.
2. Support hours
Standard support hours: Monday to Friday, 09:00–18:00 Europe/Lisbon, excluding public holidays observed in Portugal.
Support is provided in English. Other languages may be handled when available.
Support requests received outside these hours are treated as received at the start of the next support day. We may respond outside standard hours but do not promise 24×7 coverage unless agreed in writing.
3. Priority and initial-response targets
Priority | Definition | Initial response target |
|---|---|---|
P1 — Critical | Widespread production outage, confirmed severe security incident, or complete inability of all licensed users to use the App with no workaround. | 2 business days |
P2 — High | Major production function unavailable or materially degraded for multiple users; no reasonable workaround. | 3 business days |
P3 — Normal | Limited defect, intermittent problem, configuration issue, or material question with a workaround. | 5 business days |
P4 — Low | General question, documentation feedback, feature request, or cosmetic issue. | 10 business days |
Targets measure first meaningful response, not resolution. They are objectives rather than guaranteed SLAs or service credits unless a signed order says otherwise.
We may change priority after investigation and will explain a material change.
4. What support includes
Guidance for documented bot setup, channel verification, event/project/filter configuration, ticket-key parsing, paid license state, and supported legacy import.
Diagnosis of reproducible App defects and delivery failures.
Clarification of current documentation, limits, permissions, and data handling.
Reasonable assistance collecting sanitized diagnostics.
Security update and incident communication as required by policy, contract, and law.
5. What support does not include
Administration of Customer's Jira, Atlassian organization, Telegram account/bot/chats, network, devices, or third-party products.
Custom development, custom templates, personal notification/reminder features, or bidirectional comment sync not in the current release.
Recovery of messages already deleted or retained by Telegram.
Guaranteed recovery/import from an unavailable or retired previous-app service.
Legal, compliance, or data-protection advice for Customer's use case.
Problems caused by unsupported changes, credential sharing, abuse, or violation of Atlassian/Telegram terms.
6. Information to include
Provide:
concise problem description and business impact;
UTC timestamp/time range and affected workflow;
Jira Cloud site name only if needed (avoid full private URLs initially);
App screen, event type, and sanitized steps to reproduce;
expected and actual result;
screenshot with customer names, issue content, chat names, IDs, tokens, and URLs redacted;
recent activity result/error code if visible;
confirmation whether the Marketplace license is active and the bot remains a chat member.
Never provide the Telegram bot token. If exposure is suspected, rotate it immediately through BotFather and reconnect the App.
7. Customer cooperation
Customer will provide timely, accurate, sanitized information; maintain a supported Atlassian/Telegram configuration; test proposed fixes where reasonable; and identify an authorized administrator contact. A request may be closed after reasonable follow-up if Customer does not respond, with reopening available by replying.
8. Security incidents
Report suspected vulnerabilities privately to info@vividinsight.xyz with reproduction details and impact. Do not access unrelated customer data, disrupt service, use social engineering, or publicly disclose before coordinated remediation. We aim to acknowledge critical reports within two business days and communicate incidents under applicable law, contracts, and Atlassian requirements.
9. Updates and end of support
The App is delivered through Atlassian Marketplace/Forge. Customers receive changes through Atlassian's app lifecycle. We may retire functionality affected by platform changes or the temporary migration window, with reasonable notice where practicable. Critical security changes may be applied without advance notice.
Material Support Policy changes will be published with a new effective date. Changes do not reduce an express signed support commitment during its agreed term.
10. Contact owner
Support provider: VIVID INSIGHT UNIPESSOAL LDA NIF: 517951371 Registered address: Rua Victor de Sá, 33, 4715-586 Braga, Portugal Support lead: Vivid Insight Support Escalation email: info@vividinsight.xyz