Keelcroft / Azure DevOps Sync for Jira / Support
Support
One monitored address for questions, incidents and data requests: support@keelcroft.com. Support hours are Monday to Friday, 09:00–18:00 IST.
Never send a credential.
Support will never ask for your Azure DevOps personal access token, Microsoft Entra client secret, Atlassian password, or any API token. Do not include one in an email, a screenshot or a log excerpt. If you think a credential has been exposed, revoke it in Azure DevOps first and tell us afterwards.
Response targets
- Critical — security incident, or data written to the wrong project: 1 business day.
- High — sync stopped, or a field written incorrectly: 1 business day.
- Normal — setup, mapping, an isolated error, or a data request: 2 business days.
- Low — feature request or documentation feedback: 5 business days.
What to include
Your Jira Cloud hostname, the Jira project key, the approximate time of the problem, the agreement state shown in the reconciliation view, and the Jira issue key and Azure DevOps work item ID of an affected pair. Redact any field content your support contact does not need.
Things you can check first
- A pair shows “conflict”. Both sides changed the same field to different values. Decide which is right, make that edit on one side, then press Replay.
- A status was not written. The state is missing from your status map. Add it and replay.
- A tag was not written to Jira. Jira labels cannot contain spaces. Rename the tag in Azure DevOps and replay.
- Nothing syncs at all. Check the connection is enabled, then re-run the setup check. An expired personal access token is the most common cause.
Guided evaluation
The app is published on Atlassian Marketplace. Start with the first-pair checklist, then request setup help if needed. Include whether you use Azure DevOps Services or Server, the field directions that matter and a nonsensitive description of your workflow. Never send credentials.
The publisher-run Azure DevOps round trip remains unrun. Validate the connection, state map and read-back result in a test project before relying on your production workflow. No meeting or billing change is made without your confirmation.
Security reports
Send suspected vulnerabilities privately to support@keelcroft.com with the subject line “Security”. Include reproducible steps and impact, but do not access data that does not belong to you.