Publisher: Joao Duro De Matos (sole proprietorship), Kraków, Poland. Applies to Riskloop, Assetloop, Askloop and Exportloop. Last reviewed: 2 November 2026.
Monday to Friday, 9:00 to 17:00 Central European Time (Europe/Warsaw), except Polish public holidays. Email sent outside these hours is answered on the next business day.
| Severity | Example | First response |
|---|---|---|
| Critical | The app is unavailable for all users, or data is lost or exposed | 1 business day |
| High | A main feature does not work and there is no workaround | 2 business days |
| Normal | A bug with a workaround, or a question about how to use the app | 2 business days |
| Low | Feature requests and suggestions | 5 business days |
After the first response we keep you updated until the issue is resolved. Fixes ship as new app versions after code review and testing; Atlassian and Zendesk apps update automatically.
Riskloop, Assetloop and Askloop run only on Atlassian Forge, and Exportloop runs inside Zendesk. Their availability follows the platform's own; we run no servers of our own.
Support covers the current versions of the apps for customers with an active subscription or trial. It does not cover the Atlassian or Zendesk products themselves.