Product support

Support channels

The BlueGrove Labs Support portal is the primary channel for product support requests. Include the app name so the request reaches the right product context. If you cannot access the portal, use email as a fallback.

Support response and service hours

Response time: within 1 business day.

Service hours: Monday-Friday, 09:00–22:00 (Asia/Shanghai).

Portal access

The support portal may ask you to sign in with an Atlassian account or customer account before you can create a request. If you cannot access the portal or cannot create a request, use the email fallback.

What we can help with

We help with installation, configuration, product usage, troubleshooting, and suspected app issues for both BlueGrove Labs apps.

What to include

Please include the following details so we can understand the issue quickly.

• Atlassian site URL
• App name
• App version if available
• Where the issue appears in the app
• Steps to reproduce
• Screenshot or error message
• Expected result
• Actual result

Useful product context

Before contacting support, collect the details that describe where and how the issue appears.

• StatusPath Reports: report area, report type, data source, scope, work item range, and calendar settings
• Compare Any Two Pages: entry point, content types, selected versions, view mode, and the change or fallback involved
• Approximate amount of Jira work items or Confluence content involved
• Whether the issue affects one user or multiple users

Data handling for screenshots

Do not include secrets, tokens, private Atlassian URLs, or customer-sensitive data in screenshots unless your organization has approved sharing that information with support.

Response path

Use the support portal first when it is available to you. Email remains available as a fallback if your organization cannot access the portal or needs to share context by email.

If a suspected app issue requires investigation, we may ask for additional screenshots, product settings, or anonymized examples.