Support
Direct support, answered by engineers.
There is no offshore call centre, no chatbot and no outsourced queue. Every enquiry is read and handled directly by the engineering team who build and maintain the software.
Service levels
Support is a best-effort service, answered during UK weekday working hours. Our response targets, availability and the legal terms behind them are set out in the service level agreement.
What to include in your message
Name the product, your Atlassian Cloud site URL, what you were doing, and what happened instead. Reproduction steps and screenshots assist us in resolving issues promptly.
Never send credentials or tokens
We will never ask for an API token or password. Because our apps run natively on Atlassian Forge inside your Jira tenant, we do not require administrative access to diagnose issues.
Security
Found a vulnerability in anything of ours? Send it to security@layercell.com rather than the support address, and give us a reasonable window to fix it before publishing. We will acknowledge you within 24 hours, keep you informed, and credit you if you want it. Our RFC 9116 security policy is published at /.well-known/security.txt. We will not threaten you for reporting in good faith.
Company details
Registered company
Layercell Ltd is a company registered in England and Wales, company number 17363808. Registered office: 111 Upper Grosvenor Road, Royal Tunbridge Wells, TN1 2EA.
Support and general enquiries
Privacy and data rights
Use the support address, or read the privacy notice for details on data handling, subprocessors, and exercising your statutory rights under UK GDPR.