Support for Saguaro Hours for Jira
Support contact
- Email: tyler@leducsystems.com
- Vendor: LeDuc Systems LLC, an Arizona limited liability company. Website: https://leducsystems.com
Email is the support channel.
Hours and time zone
Business days are Monday to Friday, excluding US federal holidays. We work in Arizona time (America/Phoenix, which does not change for daylight saving).
What we commit to
| Severity | Meaning | First response |
|---|---|---|
| Critical | The app cannot be used, or it is damaging data (for example, wrong worklogs written or approvals lost), and there is no workaround. | Within 24 hours, every day of the week, including weekends and holidays. |
| Standard | Everything else: questions, bugs with a workaround, requests. | Within 1 business day. |
A first response means a reply from a person that confirms we have the issue and says what happens next. It is not a fix time. We do not promise a resolution time or an uptime figure. The app runs on Atlassian Forge, so availability depends on Atlassian.
How to report
Include the Jira site URL, the app version if you have it, what you did, what you expected, what happened, and a screenshot. Please do not send worklog data or personal data you do not need to share. For a critical issue, put "Critical" in the subject.
Security issues
Report security issues to tyler@leducsystems.com.
Data retention and deletion
- While the app is installed, it keeps its stored data so history and audit trails stay available. The privacy policy lists what is stored.
- A Jira administrator can export all stored data at any time from the admin page.
- When the app is uninstalled, Atlassian deletes its stored data. Atlassian's Forge storage documentation says hosted storage keeps data for 28 days after uninstall (https://developer.atlassian.com/platform/forge/storage-reference/). To get the data back after a reinstall, email us within 21 days of uninstalling.
- Worklogs are native Jira worklogs. They are not removed when the app is uninstalled.
- To remove one person's data, email us. We will tell you what we can remove and how long it takes.
Versions and fixes
We support the current released version. Release notes are published with each Marketplace version.
Escalation and complaints
Reply to your support email and write "escalate", or email tyler@leducsystems.com directly.