Support

Last updated: September 8, 2026

Support for every HelzBrand app for Jira is provided directly by the people who build them. There is no ticketing portal to register for: email us and a person replies.

Contact us

Email support@helzbrand.com for questions, problems, feature requests, and licensing or billing queries about any HelzBrand app.

Support is provided by email. We answer in the evenings, after 5:00 pm US Central Time, Monday to Friday. We acknowledge every request and keep you informed until it is resolved.

Service level agreement

These are the response targets for every HelzBrand app, for customers on any plan including the free tier.

• Hours of operation: Monday to Friday, 5:00 pm to 9:00 pm US Central Time (America/Chicago), excluding US public holidays.
• First response: within one business day of your email, usually the same evening.
• App unusable or data at risk: acknowledged within one business day and worked ahead of everything else, with a fix or a workaround as the first priority.
• Other defects: a fix in the next release, normally within ten business days.
• Questions and feature requests: answered within two business days.
• Progress updates: at least every two business days on any open issue until it is resolved.

Contact: support@helzbrand.com. Please include the app name, your Jira site URL and what you expected to happen.

What to include

The following details let us reproduce a problem on the first attempt rather than the third:

• The app name (for example "Chime: Reminders for Jira") and, if you know it, the version shown in Jira's app management page
• Your Atlassian site URL (for example yourcompany.atlassian.net)
• What you did, what you expected, and what happened instead
• A screenshot or screen recording if the problem is visual
• Whether it affects one person, one project, or the whole site

Please do not send passwords, API tokens, or other secrets. We never need them.

Documentation

Each app has a documentation page covering setup, everyday use, and known limitations:

• Cadence: Recurring Work for Jira
• Chime: Reminders for Jira
• Notation: Dashboard Notes for Jira
• Orchestra: Dependency Graph for Jira
• Metronome: Harvest Time Tracking for Jira
• Unison: Duplicate Custom Field Prevention for Jira

Security issues

If you believe you have found a security vulnerability in a HelzBrand app, please report it to security@helzbrand.com rather than the general support address. Our Security Policy describes how we handle reports and our commitment to coordinated disclosure.

Privacy requests

Questions about data handling, or requests relating to personal data, go to privacy@helzbrand.com. Our Privacy Policy sets out exactly what each app stores and whether anything leaves your Atlassian site.

Service status

HelzBrand apps run entirely on Atlassian Forge, so their availability follows the Atlassian Cloud platform. Platform incidents are published on the Atlassian Status page. If an app misbehaves while Atlassian reports no incident, that is a support request: email us.