Get help
For all support inquiries, email:
Monday–Friday, excluding common holidays in Japan.
Response targets
- Advanced edition — within 1 business day.
- Standard edition / free trial — within 2 business days.
Before you contact support
Collecting the following helps us resolve your issue quickly:
- App version — shown on the Marketplace listing, or in SPHIOR under Settings → Support → Generate diagnostic report (a redacted bundle you can attach).
- Edition — Standard or Advanced.
- Jira plan — Free, Standard, Premium, or Enterprise. (SPHIOR works on all plans; actor attribution requires Standard or above.)
- Atlassian Cloud site — e.g. your-company.atlassian.net.
- Steps to reproduce — what you did, what you expected, what happened instead.
- Screenshots — with the browser console / network panel visible if it’s a UI issue.
Common questions
Every change shows the actor as "Unknown"
The Jira audit-log API requires a Standard plan or above. On Free-plan sites the actor column shows Unknown for every change — this is honest, not a bug. We never guess an actor. Upgrade your Jira plan (not SPHIOR) to populate this column.
The first capture lists items for a type I didn’t change
The first time SPHIOR captures an object type, the existing items appear in that snapshot as the baseline — there’s nothing prior to compare against. The run is marked "Baseline established" and no spurious "added" events are emitted. Subsequent snapshots diff normally. No action needed.
The health card shows a low capture success rate
Open the Health dashboard / Settings → Recent activity and expand the most recent failed run. Common causes: · Jira REST temporarily unavailable (transient — wait one cycle). · A scope was revoked (re-approve permissions from your Jira admin console). · A Forge function timeout on a very large instance (open a ticket — we’ll investigate with you).
The 5-minute capture interval / rollback / Access / Compliance are greyed out
Those are Advanced edition features. On Standard, the 5-minute interval and rollback are unavailable, and the Access and Compliance tabs show as upgrade options. Upgrade to Advanced from the Marketplace to unlock them — your installation and ledger are unchanged (it’s a tier change, not a migration).
Quarterly / annual evidence packs don’t match my audit period
Set your fiscal year start month in Settings (Advanced). All quarterly and annual boundaries — evidence packs and access reviews — then align to your fiscal year (e.g. April for J-SOX, October for US federal).
A modal overlay doesn’t dim the Jira sidebar / breadcrumb
This is a structural property of the jira:adminPage module SPHIOR uses: the Forge platform renders the Jira chrome outside the iframe SPHIOR controls, so no iframe-based app can dim it. It’s intentionally visible as Jira navigation context.
Verify an evidence pack
Every evidence pack is independently verifiable with no access to your SPHIOR installation. Unzip it, then:
# Verify the files weren't altered
shasum -a 256 *.csv evidence-pack.html | diff - signatures.txt
# Then re-walk chain.csv (see the documentation for the hash formula)Service status
SPHIOR Ledger runs entirely inside your Atlassian tenant — there is no shared SPHIOR service to monitor. If the app isn’t functioning, the issue is in the per-installation Forge runtime, which Atlassian operates.
Bug reports & feature requests
Email support@sphior.com with [bug report] or [feature request] in the subject. We track these and prioritize them against our roadmap.
Privacy & terms
- Privacy policy: ledger.sphior.com/privacy
- Terms of service: ledger.sphior.com/terms
- Hosting model: Cloud only (Forge). Data resides in your Atlassian tenant’s region.