Support
Support is by email, and it is answered by the person who wrote the code. There is no ticket maze and no first line reading from a script.
How to reach us
Write to support@goor.email. No account or portal registration is needed.
Hours
Sunday to Thursday, 09:00–17:00 Israel Time (Asia/Jerusalem, currently UTC+3 in summer and UTC+2 in winter). Requests sent outside those hours are picked up on the next working day.
Response times
| What | Target |
|---|---|
| First response to any request | Within 2 business days |
| App unusable — will not load, or shows wrong data | Acknowledged within 1 business day, with a workaround or a fix estimate as soon as the cause is known |
| Questions, configuration help, feature requests | Within 2 business days |
These are targets we intend to beat, not the outer limit of what we will do. In practice most messages are answered the same day.
What to include
Two details resolve most reports on the first reply:
- The name of the app and your Jira site address.
- For Read-only Gantt: the text of the status line under the chart — it says how much was loaded, how many requests were made and what the filters are hiding.
A screenshot helps. Please do not send credentials or API tokens; we never need them, and we will not ask for them.
What support covers
- Installing, configuring and using our apps.
- Defects in our apps, including data displayed incorrectly.
- Questions about what an app reads, stores and sends — see the privacy policy and Data Processing Agreement.
Problems inside Jira itself, or with your Atlassian subscription, are handled by Atlassian Support. If a report turns out to be one of those, we will say so rather than leave you waiting.
Security
To report a suspected security issue, write to support@goor.email with “Security” in the subject. Security reports are looked at ahead of everything else, on the day they arrive whenever possible. Our security page sets out how reports are handled and what the apps can and cannot do.