Support

How to reach us, what to expect, and how to help us help you quickly.

Channels

• Email: support@runsonlabs.com — the fastest way to reach us for any question, bug report, or feature request.
• Documentation: the docs cover setup, template tokens, recurrence options, and the reliability model — most "how do I…" questions are answered there.

Response times

We respond to every support request within 2 business days (Monday–Friday, Australian Eastern Time), and usually much sooner. Support is handled asynchronously by email — there is no phone support.

Suspected security issues are prioritised ahead of all other requests. Please put "security" in the subject line so we can triage immediately.

What to include

To resolve things in as few round-trips as possible, include:

• The app and roughly when the problem occurred (with your timezone).
• What you expected vs what happened.
• For schedule issues: the schedule's recurrence settings and the relevant entries from its run history.

Please don't include sensitive data (credentials, personal data from your Jira site) in support emails — we never need it.

Scope

Support covers installation, configuration, and behaviour of Runson Labs apps. It doesn't cover general Jira administration or custom development. Feature requests are always welcome — they shape what we build next.