Support
One address, answered by a person. There is no ticket portal to register for and no chatbot in front of it.
Before writing
The documentation covers how runs, steps, criteria, rollback, deviations and templates work. Two things come up often enough to name here:
"The app installed but nothing appeared on my issues." Expected, and it does not mean the install failed. Jira keeps app panels hidden until somebody opens one: use the Runphase button in the action row under the issue title, and Jira remembers the panel for that issue from then on. The app itself is always reachable without this. It is in the Jira sidebar under Apps → Runphase. See getting started.
"A template I saved isn't in the list." A template is offered to people who could see the Jira change it was saved from. If the person asking cannot read that issue, the template is not shown to them. That is deliberate: its name alone can disclose a change.
What to include
Nothing formal, but these turn a two-day exchange into one reply:
- Your Jira site URL.
- The run or issue key involved, if there is one.
- What you expected to happen, and what happened instead.
- Roughly when it happened, with a timezone. This is what makes it findable in the logs.
- A screenshot, if the problem is something you can see.
Please do not send credentials, API tokens or personal data. Nothing about diagnosing a Runphase problem requires them, and a support mailbox is the wrong place for them to live.
Reporting a security issue
Security reports go to security@runphase.com and are acknowledged within two business days. It reaches the same people as the support address; it exists so a researcher can find it without asking.
Please include enough detail to reproduce the issue, and allow a fix to ship before disclosing it publicly. There is no bug bounty and no payment can be offered.
Remediation is prioritised by severity. No fixed remediation deadline is offered, because one that could not be met would be worse than none. See service levels.
Data removal
Uninstalling Runphase removes its data. If you need data removed before that, or need a record altered, write to support@runphase.com. The privacy policy sets out what is held and for how long.
Feature requests
Welcome, and genuinely read. It is worth knowing what the app will not do before asking: Runphase records execution rather than performing it, and leaves approvals, risk scoring and CAB to Jira. The documentation explains the boundary and why it is drawn where it is.
Send one to dev@runphase.com. Describe the situation you are trying to handle rather than the feature you have in mind: the first is the thing we can actually design against.