Support
Need a hand with one of our Confluence Cloud or Jira Cloud apps? Most answers are in the product guides in our help centre. If you still need us, raise a request there or email support@cloudscript.io, and a real person will help you sort it out. Either way, your request appears in the help centre, where you can follow its status, add information and read our replies, and you are notified by email as it progresses.
What to include
The help centre form asks which app your request concerns and whether it is a bug, a question or a security issue; if you email us instead, please tell us which app you're using (for example CloudScript Mermaid Diagrams for Confluence). Either way, describing what you were trying to do and what happened instead, with a screenshot or the source of the diagram or document involved, helps us answer first time.
Response times
Every message is answered by a real person. We aim to send a first response within one business day (9am to 5pm Sydney time, Monday to Friday, excluding public holidays). How long a fix takes depends on the problem, so that first response tells you what we have found and what happens next.
Security reports
Suspected security vulnerabilities in any of our apps can be reported to security@cloudscript.io, or by choosing Security issue on the help centre form. Security reports are acknowledged on receipt and handled ahead of every other request; our security policy explains how we investigate and fix them.
Privacy
Support requests, whether raised in the help centre or sent by email, are handled in Atlassian's customer service platform, and we use what you send us only to respond to your request. The help centre uses Atlassian's cookies, which are separate from this website's cookie-free page counter; our Trust Center explains which cookies are set and where your request is stored. Please never send passwords, API tokens or other credentials. See the Trust Center too for the privacy policy that applies to the app you're using.