ArtUp LabsSupport
In short: Email [email protected] and we aim to respond within 2 business days (Almaty time, UTC+5). Security issues go to [email protected] instead — see our Security page.
1. How to contact us
For questions, bug reports and feature requests about ArtUp Trace, ArtUp Export, ArtUp Reports and ArtUp Query, email [email protected]. This is the fastest way to reach us; we do not currently offer phone or live chat support.
2. What to include
To help us diagnose your issue quickly, please include as much of the following as you can:
- Your Jira site URL (for example,
your-site.atlassian.net); - The project key where the issue occurred;
- For ArtUp Query: the JQL you ran and the message the editor showed (the app does not keep your function arguments, so we cannot look them up);
- A screenshot of what you saw, if applicable;
- The steps to reproduce the problem, in order;
- Your browser and its version (for example, Chrome 129 on macOS).
Please do not send more Jira content than needed to describe the problem — see our Privacy Policy for how we handle information sent by email.
3. Response times
We aim to respond within 2 business days, measured in Almaty time (UTC+5). Business days are Monday to Friday, excluding public holidays observed in Kazakhstan. This is a target, not a guaranteed service level.
4. Documentation
Setup guides and feature documentation: ArtUp Trace — artuplabs.com/docs; ArtUp Export — artuplabs.com/docs/export; ArtUp Reports — artuplabs.com/docs/reports; ArtUp Query — artuplabs.com/docs/query (function reference, dates, excluded projects, freshness and errors).
5. Security issues
If your question is about a possible security vulnerability rather than general support, please use [email protected] instead of the address above, so it reaches us through our security process. See the Security page for what to include and our response commitment.