Email a person who wrote the code.

Response times

Plumbworks is a small operation, and these are commitments we can actually keep rather than aspirational numbers.

• App is broken or unusable — reply within one working day, fix prioritised immediately.
• Something behaves unexpectedly — reply within two working days.
• Question or feature request — reply within three working days.
• Suspected security issue — acknowledged within two working days. Use team@plumbworks.app.

Working days are Monday to Friday. We are based in India, so a reply to an evening email in North America usually arrives the following morning your time.

What to include

Four things make a report resolvable on the first reply instead of the third:

• Which app, and your Atlassian site URL.
• What you expected, and what actually happened.
• A screenshot of the page, including any error text in full.
• Roughly how many users and issues are in your instance, since most edge cases are scale-related.

You do not need to grant us access to your instance, and we will not ask for it. Our apps run entirely inside your tenant and we have no ability to see your data — see Security for why.

Billing and invoices

Atlassian holds the billing relationship for every Marketplace app, so invoices, refunds, tax documents and payment method changes go through Atlassian support rather than us. We genuinely cannot see or alter your invoice.

Anything about what the app does, what it costs, or whether a tier is right for you, ask us.

Feature requests

Send them. The roadmap is shaped almost entirely by support email, and a request from a paying customer with a concrete use case carries more weight than anything else.

We will tell you plainly whether something is planned, unlikely, or a bad fit for the app, rather than filing it politely and never mentioning it again.

Security reports

Email team@plumbworks.app with enough detail to reproduce. We will acknowledge within two working days and keep you updated until resolution. We will not pursue legal action against good-faith research that avoids privacy violations, service degradation and data destruction.