Support

Contact

Email

support@karelialabs.atlassian.net

Support portal

https://karelialabs.atlassian.net/servicedesk/customer/portal/1

Hours

Monday to Friday, 09:00 to 17:00 Central European Time

Support for each app

Every app has its own support page with what to include in a request and answers to common questions.

• Treewright: Page tree copier and templates for Confluence
• Specfold: OpenAPI and AsyncAPI viewer for Confluence
• Q&A Knowledge Base: Questions and answers for Confluence
• Word and PDF Document Generator: Word, PDF and Excel documents from Jira issues
• Karelia Translate: AI translation of posts for Flarum 2 forums
• Karelia Trash: A trash bin for the Statamic Control Panel
• Karelia Spreadsheet: Edit Statamic entries in a spreadsheet
• Karelia Conversions: Server-side conversions for Meta, Google and TikTok ads
• Karelia Tickets: Sell event tickets from Statamic with Stripe

Response times

For the Atlassian apps:

• Issues that Atlassian classifies as critical: we aim to reply within 24 hours.
• Other requests: we aim to reply within 5 business days.

These times apply during Monday to Friday, 09:00 to 17:00 Central European Time.

For Karelia Translate:

• Errors that stop translations from working: we aim to reply within 2 business days.
• Other requests: we aim to reply within 5 business days.

For Karelia Trash:

• Errors that stop the trash from keeping or restoring items: we aim to reply within 2 business days.
• Other requests: we aim to reply within 5 business days.

For Karelia Spreadsheet:

• Errors that stop the spreadsheet from opening or saving: we aim to reply within 2 business days.
• Other requests: we aim to reply within 5 business days.

For Karelia Conversions:

• Errors that stop conversions from being sent: we aim to reply within 2 business days.
• Other requests: we aim to reply within 5 business days.

For Karelia Tickets:

• Errors that stop tickets from being sold, issued or checked in: we aim to reply within 2 business days.
• Other requests: we aim to reply within 5 business days.

What we help with

We help with installing and configuring our apps, with errors and with behaviour you did not expect. We explain how a feature works and what its limits are.

For the Word and PDF Document Generator, support for the content and layout of your own templates is limited to explaining how its tags and filters work.

Billing, licenses and subscriptions for apps bought through the Atlassian Marketplace are handled by Atlassian. Subscriptions, trials, invoices and refunds for Karelia Translate are handled by Floxum. Licences, receipts, renewals and refunds for Karelia Trash are handled by Statamic on statamic.com. Licences, receipts, renewals and refunds for Karelia Spreadsheet are handled by Statamic on statamic.com. Licences, receipts, renewals and refunds for Karelia Conversions are handled by Statamic on statamic.com. Licences, receipts, renewals and refunds for Karelia Tickets are handled by Statamic on statamic.com. Payments for your own tickets are in your Stripe account. Support for the apps themselves comes from Karelia Labs.

Security issues

Please do not report a vulnerability through public channels. Write to support@karelialabs.atlassian.net. The security page says what to include.