Chat Relay for Jira Support SLA

Support hours

Support is available Monday through Friday, 10:00–18:00 Kyiv local time (Europe/Kyiv). Support requests are handled during these hours. Chat Relay does not offer 24/7 customer support.

First-response targets

• Critical: first response within 1 business day when Chat Relay is not delivering messages or a customer suspects data loss.
• Routine: first response within 2 business days for setup questions, configuration help, and other product support.

Business days are Monday through Friday in Kyiv local time. A request received outside support hours starts counting from the next business day. These are targets for the first response; they are not a promise that an issue will be resolved within the same period.

Email requests to support@darkwoodapps.com. Include the app version, approximate time and time zone, connection name, and relevant delivery error. Do not include webhook URLs, access tokens, passwords, or issue contents.