If you need help with Timepiece - Time in Status for Jira, the OBSS support team is available to assist you with bugs, questions, and technical issues.
How to Reach Support
The preferred way to contact support is through the OBSS Jira customer portal at appsupport.obss.tech, where you can open and track support tickets. Alternatively, you can send an email directly to appsupport@obss.tech. Both channels reach the same team.
When submitting a request, providing clear reproduction steps, your Timepiece version number, screenshots, and license information will help the team respond faster. The support team may follow up by asking for additional information or log outputs.
Support is provided via email and the customer portal. Phone calls, video conferences, screen sharing, and remote access to customer systems are not included.
Support Hours
The OBSS support team operates Monday to Friday, 08:00–17:00 Turkish Time (GMT+3), excluding weekends and Turkish national holidays. Outside of these hours, the team monitors for emergencies. If you have an urgent issue outside support hours and cannot get an immediate response, contacting Atlassian support is an option, they have the means to reach the OBSS team outside business hours.
Response Times
Licensed customers receive the highest support priority. Evaluations are also supported, but with lower priority. Response time goals are 1 business day for high-priority issues, those that completely obstruct ongoing operations, and 3 business days for all other requests. OBSS aims to resolve issues as quickly as possible, but does not publish a public resolution time goal.
Before Contacting Support
It is worth checking the following resources first, as your question may already be answered:
The Timepiece AI Assistant is built directly into Timepiece and can answer a wide range of questions about features, configuration, and report setup in plain language, it is often the fastest way to get an answer without leaving the app.
The FAQ covers the most commonly asked questions about Timepiece. The Troubleshooting page covers known issues and how to resolve them. The Knowledge Base contains practical how-to guides for common reporting scenarios.
For full details on support scope, priorities, and terms, see the Atlassian Plugin Support Levels document.