GitKraken’s goal is to ensure you can use Git Integration for Jira (GIJ) effortlessly and with minimal friction. This page covers terms and conditions for Git Integration for Jira Cloud.
Contact us via Support.
On this page:
- Support coverage and commitments
- Scope of technical support
- Support exceptions and limitations
- Platform compatibility and customer responsibilities
Support Coverage and Commitments
GitKraken provides technical support for Git Integration for Jira in alignment with Service Level Agreements (SLAs) applicable to your edition.
Support hours: 10:00 UTC to 22:00 UTC, Monday to Friday, excluding US public holidays.
Git Integration for Jira Cloud
| Edition | Response Time | Support Channels |
|---|---|---|
| GIJ Standard | One business day | |
| GIJ Advanced | Six business hours | Email and live chat |
Git Integration for Jira Data Center
| Response Time | Support Channel |
|---|---|
| One business day |
For details on supported Jira versions, browser compatibility, service limitations, and end-of-life policies, see Support & Compatibility Information.
GitKraken makes every reasonable effort to meet response timelines but is not liable for delays resulting from customer-side issues or events outside our control.
Scope of Technical Support
With an active support plan, GitKraken provides assistance with:
- Installation issues – Initial setup and deployment
- Upgrade issues – Version upgrades of the app
- Troubleshooting – Diagnosis and resolution of errors or unexpected behavior
- Configuration reviews – Virtual meetings (for eligible plans) to review and optimize your setup
Support Exceptions and Limitations
GitKraken resolves issues promptly and professionally in alignment with SLAs. However, certain requests fall outside standard support scope.
This SLA does not cover:
- Product training
- Support requests for licenses without active License Maintenance agreement
- Customers using the app beyond stated usage limits
During troubleshooting, we may recommend upgrading to a different edition if usage exceeds your current plan’s limits.
We cannot provide assistance for:
- Apps not developed by GitKraken
- Issues related to Atlassian Confluence
- Confluence versions not supported by GitKraken apps
- Unsupported client configurations
- Beta or development versions of our apps
- Support in languages other than English
Platform Compatibility and Customer Responsibilities
GitKraken follows Atlassian’s official End of Life (EOL) policies and expects customers to maintain compatible environments.
Self-Managed Jira (Data Center)
GitKraken’s support policy aligns with Atlassian’s EOL guidelines. Atlassian supports each feature version for two years after release. GitKraken extends support for at least the same duration and may support older Jira versions when technically feasible.
See the Atlassian Marketplace Versions Page for version compatibility details.
Jira Cloud
GitKraken adheres to Atlassian’s deprecation and support timelines for Jira Cloud, monitoring and adapting to platform changes for continued compatibility.
Last updated: December 2025
