Support channel
Email the support team
Email nordappshq@proton.me for support with Offboarding Transfer Utility for Jira Cloud when the App is installed and hosted through Atlassian Forge.
What to include in a support request
A focused report helps reproduce the problem without collecting unnecessary Jira content. Please include:
- Your Jira Cloud site URL.
- The approximate date and time of the problem, including time zone.
- The affected category: filters, dashboards, project leads, component leads, open issues, or audit history.
- The visible error message and the step where it appeared.
- Whether the transfer was not started, partially completed, or can be retried safely.
- The App version, when available from Jira administration.
Do not send passwords, API tokens, recovery codes, personal identity documents, or Jira content that is not necessary to investigate the problem.
What support covers
Included
App installation, Jira permissions, supported asset scans, transfer behavior, partial failures, audit history, and compatibility with supported Jira Cloud APIs.
Not included
General Jira administration, unrelated Jira-data recovery, custom integrations, organization-specific offboarding design, or legal advice.
Incidents in Atlassian Jira Cloud or Forge may require coordination with Atlassian and can affect investigation or resolution time.
Support hours and response targets
Support is monitored Monday through Friday during normal Central European business hours, excluding Swedish public holidays.
| Priority | Example | Initial response target |
|---|---|---|
| Critical | App unavailable to all administrators or a confirmed security incident. | One business day |
| High | A transfer is blocked or consistently incomplete. | Two business days |
| Normal | Questions, isolated failures, or enhancement requests. | Five business days |
These are initial-response goals, not guaranteed resolution times.
Transfer safety and partial failures
The App changes Jira ownership and assignments only after an administrator reviews the supported asset counts, selects a successor, and confirms the transfer. Jira can still reject an individual change because of permissions, product configuration, current data state, or service availability.
Ownership and assignment changes cannot be automatically undone by the App. Review the reported result before retrying. Failed items require manual review, while successful items may already have changed in Jira.
If a transfer is partial, include the affected category, the reported item-level error, and whether a departing-user rescan still finds the item. Avoid repeating a transfer until you understand which changes already succeeded.
Privacy requests
Email nordappshq@proton.me for questions about retained audit records or to submit an access, correction, or deletion request. Use the subject Offboarding Transfer Utility privacy request.
The customer’s Jira administrator may need to verify the requester’s identity, authority, and site. Jira administrators can also immediately delete all retained App audit history from the Transfer history section.
For the exact data categories, 180-day retention period, and weekly Atlassian Privacy API lifecycle, read the Privacy Policy.
Security reports
Email nordappshq@proton.me with the subject Security report — Offboarding Transfer Utility. Do not post vulnerability details in public forums.
Include a concise description, affected App behavior, reproduction steps, and potential impact. Do not include live credentials, tokens, or sensitive customer data. A credible report will be acknowledged within two business days and handled through a private remediation process.