Support
Help from a person.
Email us. We answer every message. Critical issues get a reply within 24 hours.
Response targets
| Priority | What it means | First reply |
|---|---|---|
| Critical | The app is down or broken for your whole site, or you suspect a security problem. | Within 24 hours |
| All other requests | Questions, bugs, feature requests, billing and licence questions. | Within 5 business days |
These are targets for the first reply. Support runs on business days. Put the word "Critical" in the subject line for a critical issue.
What to include
- Your Confluence site address (for example
yourteam.atlassian.net). - Your browser and version.
- The steps you took, what you expected, and what happened.
- A screenshot, if it helps. Please remove private content first.
You do not need to send your diagram source. If you do, you choose to share it.
Before you write
- Documentation for setup, syntax and export.
- Troubleshooting for common problems, including "publish needs a page title".
- Limits, such as the 100 KB source size.
Security reports
To report a vulnerability, email support@transomapps.com with "Security" in the subject. See security.