We respond to every support request from a working engineer, not a tier-one queue. For questions, bug reports, feature feedback, or help interpreting your dashboard's numbers, contact us directly.
Contact
- Email: support@bottleneckiq.com
- Security issues: security@bottleneckiq.com — see Security Disclosure for our responsible-disclosure policy
- Hours: Monday – Friday, US business hours. Closed on US public holidays.
Response time
| Customer | First response | Resolution |
|---|---|---|
| Paid subscription | 1 business day | Best effort, scoped to severity |
| Free trial | 2 business days | Best effort, scoped to severity |
| Critical issues (data exposure, complete outage) | As fast as we can — please mark the email subject [CRITICAL] | Same week |
For full SLA terms see the Service Level Agreement.
What to include in a support request
The more specific the report, the faster we can help. When possible, send:
- Atlassian site URL —
your-site.atlassian.net. We don't have access to your data; the URL just helps us see which install we're talking about. - What you expected to see — "WIP Aging should show 47 in-flight tickets" / "Cycle Time Scatter should include issues completed yesterday".
- What you actually saw — copy the exact numbers from the dashboard if relevant; a screenshot is even better.
- Browser console errors if anything failed to load — open DevTools → Console and paste any red lines.
- The window picker setting (7d / 30d / 90d / sprint, etc.) and the project key the dashboard is scoped to. Most "the data looks wrong" reports turn out to be a window or project that filters more than expected.
Common issues
"The dashboard looks empty after install"
The first time you open BottleneckIQ on a Jira project, you need to populate historical data. Go to Settings → Historical backfill → Start. The backfill paginates through every issue your install can read, with no time floor. Hard cap of 50,000 issues per run; sites larger than that should email us for an extension.
After backfill completes, webhooks (in-product auto-sync) keep the dashboard fresh.
"I made a Jira change but the dashboard didn't update"
Webhooks pick up most changes within ~30 seconds. A daily reconciliation pass catches anything missed. If a change still hasn't reflected after 24 hours, email us with the issue key and we'll dig into the sync logs.
"My workflow uses non-standard statuses"
Edit them in Settings → Tenant configuration. The active / done / terminal status sets are per-tenant overrides — once configured, every chart and bottleneck calculation uses your custom workflow instead of the bundled defaults.
What we cover
- Bug reports and unexpected behavior in the dashboard, sync, alerts, or any chart.
- Help configuring custom workflows (active statuses, WIP limits, alert rules) for your team.
- Performance issues (slow loads, sync lag, missing issues).
- Account-level questions (uninstall confirmation, data deletion, billing escalation to Atlassian).
What we don't cover
- General Jira administration (users, permissions, workflows, custom fields). Atlassian's support handles those.
- Marketplace billing, refunds, and trials — Atlassian operates that side. We can flag escalations on your behalf if needed.
- Customizations beyond the documented configuration surface (no white-labeled forks, no embedded reports outside the project page).