HaulcopySupport
How to reach us
Imprint
Emanuel José Vargas Luís (sole trader, empresário em nome individual)
Avenida do Atlântico 16, 14º, Escritório 8
1990-019 Lisboa, Portugal
VAT ID / NIF: PT233800263
Email: support@haulcopy.com
(privacy@haulcopy.com for privacy requests;
security@haulcopy.com for security).
Hours are weekdays 09:00–18:00 Europe/Lisbon, excluding Portuguese public holidays. The language is English. There is no phone line. The same details are on the imprint.
This is not a Cloud Fortified or Atlassian Enterprise Certified commitment. Those programs are separate, and Haulcopy is not in them.
What we support
- Installing and using Haulcopy on Jira Cloud.
- An export or schedule that fails, stalls, or writes a file that does not match the user guide.
- Questions about permissions, data residency, and what the app stores. The privacy policy is the source for the last of those.
What we do not support
- Jira administration, project setup, or writing JQL beyond the docs.
- Recovering an export file after the seven-day expiry. The file is gone.
- Atlassian platform outages. We will say so when Forge or Jira is the cause.
- Custom templates, email delivery, or a connector to a system outside Atlassian. The app does not do those.
Response targets
These are business-day targets, not a contractual service level until the terms say they are.
| Severity | Meaning | First response |
|---|---|---|
| Critical | A licensed production site cannot start an export or a due schedule, and there is no workaround. | 1 business day |
| Normal | A file is wrong, a schedule skipped once, or a question about setup. | 3 business days |
| Request | A feature idea or a documentation question. | 5 business days |
A workaround, including downloading the last successful file and starting a new export, moves a critical report to normal.
What to include
Send the site host (not a token), the approximate time, the JQL with confidential values removed, the format, and the error text from History. Do not send an API token or a password.
Security
Send suspected vulnerabilities to security@haulcopy.com, not to the support address. There is no paid bug bounty.