Support & SLA
Isogun Labs is an independent studio, not a large vendor with a dedicated support team — this page states plainly what to expect. It applies across every Isogun Labs app: Recap, Field Hygiene for Jira, Passdown, and any future release.
How to reach us
Email support@isogunlabs.com for any question, bug report, or issue with an Isogun Labs app. This is the same address used for security reports and general product questions — one inbox, read directly by the team building the apps.
Hours of operation
Support is available Monday through Friday, during standard business hours. We do not currently offer weekend or holiday coverage.
Response-time commitment
We aim to respond to every support request within one business day of receipt. This is a response-time commitment, not a resolution-time guarantee — some issues take longer to fully resolve, but you will hear back from us within one business day acknowledging the request and outlining next steps.
Scope
This commitment covers Isogun Labs' own apps specifically. It does not cover the underlying availability of Atlassian Jira or Atlassian Forge itself, which is governed by Atlassian's own platform SLAs — Isogun Labs apps run entirely on Forge and have no separate infrastructure of their own to offer an independent uptime guarantee for.
Product-specific security and privacy details live on each app's own site — see Field Hygiene's Security Policy or Recap for the app you're evaluating.