Support contact: support@venturevd.com
Hours: Monday–Friday, 9:00 a.m.–5:00 p.m. Eastern Time, excluding U.S. federal holidays
Language: English
Response and update times are good-faith business-hours objectives, not resolution SLAs, warranties, uptime commitments, service credits, or 24×7 coverage. Atlassian Forge, Jira Cloud, Sentry, Marketplace billing, and customer-controlled systems may affect diagnosis and resolution.
Response objectives
| Severity | Definition | Initial response | Updates |
|---|---|---|---|
| SEV-1 | Active broad security compromise, destructive duplicate/status loop, or app-caused production outage with no safe workaround | 4 business hours | Every 4 business hours while active |
| SEV-2 | Material production capability unavailable or incorrect; a safe containment/workaround exists | 1 business day | Each business day while active |
| SEV-3 | Limited defect, intermittent failure, or configuration issue | 2 business days | Weekly while active |
| SEV-4 | Question, documentation request, feature request, or cosmetic issue | 3 business days | As available |
Supported requests
- Installation, upgrade, license, and configuration problems.
- Sentry connection, webhook signature, mapping, migration, and entitlement problems.
- Missing, duplicate, or failed Jira issue creation.
- Status convergence, retry, unlink, and sync-log questions.
- Customer-data export/purge, privacy, security, and vulnerability reports.
- Routing Marketplace billing questions to Atlassian.
Custom development, historical imports, unsupported providers, Jira Data Center/Server, self-hosted Sentry, incident management, and general Sentry/Jira administration are outside v1 support unless separately agreed.
Safe intake
Send the Jira site hostname, UTC time window, redacted ErrorLink identifiers, Sentry project/group ID, affected Jira issue keys, sync-log outcome, expected/observed behavior, and recent configuration changes. Never send Sentry or Forge API tokens, webhook secrets or URLs, signatures, DSNs, raw webhook bodies, unredacted stack traces, bank/tax data, or HAR files containing authorization headers.
Security reports
Report suspected vulnerabilities privately to support@venturevd.com. We aim to acknowledge a security report within one business day and then use the severity cadence above. No bug bounty is offered.