Starlie for Jira
Support & Service Level Agreement
Last updated: July 23, 2026
How to reach us
Email:
support@starlie.app — the
fastest way to get help, report a bug, or request a feature.
Website: starlie.app
Hours of operation
Monday–Friday, 10:00–18:00 Georgia time (GMT+4). We are a small team; messages that arrive outside these hours are answered the next business day.
Response targets
| Severity | Example | First response |
|---|---|---|
| Critical | App unusable, data-loss risk, security concern | Within 1 business day |
| Standard | A feature misbehaves, sync issues, billing questions | Within 2 business days |
| Low | Feature requests, general questions | Within 5 business days |
These are first-response targets, not fix guarantees; fixes are prioritized by severity. Security reports are handled per our security page.
Scope
- Supported: the current release of Starlie for Jira on macOS 15 or later, connected to Jira Cloud.
- Out of scope: Jira Cloud itself (Atlassian's service status is at status.atlassian.com), modified installations, and macOS versions older than 15.