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Contact & Support

This page explains how to get support for Formify, including licensing information, trial evaluation, and how to contact our support team.

Licensing Model​

Formify is a paid Jira Cloud app distributed via the Atlassian Marketplace under the Terano Apps vendor.

Key Points​

  • Paid via Atlassian – billing is handled entirely by Atlassian and attached to your Jira Cloud site
  • Per-site subscription – pricing is based on your Jira Cloud user tier
  • Free for small teams + trial – small sites get a free tier, and larger sites can start with a time-limited free trial before paying

To see the exact price for your user tier, visit the Formify listing on Atlassian Marketplace and check the Pricing tab.

Pricing Tiers​

Pricing follows Atlassian's standard user tiers:

  • Free tier – Available for small teams (up to 10 users)
  • Paid tiers – Pricing scales with your Jira Cloud user count
  • Enterprise – Custom pricing for large organizations

All pricing is managed and billed by Atlassian, not directly by Terano Apps.

Trials and Evaluation​

Starting a Free Trial​

As a Jira/site admin you can:

  • Start a free trial directly from the Marketplace listing
  • Evaluate the app in production or on a Jira sandbox
  • Let the subscription start automatically after the trial, or cancel before it ends

Trial duration: Typically 30 days (check Marketplace listing for current trial length)

Evaluation Best Practices​

Test in a sandbox first:

  • Create rules in a test project before production
  • Verify rule behavior with different user roles
  • Test with actual team members to ensure usability

What to evaluate:

  • Create rules for your most common use cases
  • Test on different screens (Global Issue Create, Issue View, Issue Transition)
  • Verify performance with your team's workflow
  • Check compatibility with other Jira apps you use

Trial support:

  • Full support is available during trial period
  • Contact support with questions or configuration help
  • We can help you design rule configurations for your use cases

Cancelling Before Trial Ends​

Uninstalling the app or cancelling the subscription is done from your Atlassian admin/billing screens and takes effect immediately. No charges if you cancel before trial ends.

Managing the Subscription​

All subscription management is done in Atlassian - no separate vendor billing portals required.

Installation and Uninstallation​

Install:

  1. Go to Atlassian Marketplace
  2. Search for "Formify"
  3. Click "Try it free" or "Get it now"
  4. Approve installation in your Jira instance

Uninstall:

  1. Go to Jira Settings → Apps → Manage apps
  2. Find Formify
  3. Click "Uninstall"
  4. Confirm uninstallation

Billing and User Tiers​

  • Billing follows your Jira user count
  • If you move to a higher/lower tier, Atlassian automatically adjusts the app's price
  • Each Jira site (prod / sandbox) manages its license separately
  • You can test in one environment and pay only in another

Example:

  • Production site: 50 users (paid subscription)
  • Sandbox site: 50 users (free trial)
  • Billing applies only to production site

Subscription Renewal​

  • Subscriptions auto-renew monthly or annually (based on your choice)
  • Atlassian handles all renewal billing
  • You can cancel anytime from Atlassian admin screens
  • No cancellation fees or penalties

Support & Contact​

Product support for Formify is provided directly by Terano Apps.

Service Desk (Primary Support Channel)​

Contact us via our Service Desk

Use the Service Desk when you need help with:

  • Rule configuration (conditions, actions, Smart Values)
  • Unexpected behaviour or error messages
  • Field support questions (which fields work with which actions)
  • Screen-specific limitations (Global Issue Create, Issue View, Issue Transition)
  • Questions about licensing or billing
  • Feature requests and product feedback
  • Integration issues with other Jira apps

What to Include in Support Tickets​

To help us resolve your issue quickly, please include:

Required information:

  • Your Jira Cloud site URL (e.g., yourcompany.atlassian.net)
  • Screenshots of the problem:
    • Rule configuration screen
    • Issue screen showing unexpected behavior
    • Error messages (if any)
  • Description of what you expected vs what actually happened

Helpful additional information:

  • Which screen you're using (Global Issue Create, Issue View, Issue Transition)
  • Issue type and project where problem occurs
  • User role/permissions of affected user
  • Steps to reproduce the problem
  • Browser and version (if relevant to UI issues)

Example of a good support ticket:

Subject: Rule not hiding field on Global Issue Create

Site: mycompany.atlassian.net
Project: Product Development (company-managed Jira Software)
Issue Type: Bug

Expected: "Root Cause" field should hide when Priority = Low
Actual: Field remains visible regardless of Priority

Screenshots attached:
1. Rule configuration showing condition and action
2. Create issue dialog with Priority = Low and field still visible

Steps to reproduce:
1. Open Create issue dialog
2. Select Issue Type = Bug
3. Set Priority = Low
4. Root Cause field still shows (should be hidden)

Browser: Chrome 131
User role: Project Admin

Support Hours​

Support is available during business hours:

  • Time zone: Central European Time (CET/CEST)
  • Coverage: Monday-Friday, 9:00-17:00 CET
  • After hours: Critical issues are monitored 24/7

Other Contact Methods​

General Inquiries​

For topics beyond day-to-day product support (partnerships, enterprise sales, general inquiries):

Documentation Feedback​

Found an error in documentation or want to suggest improvements?

Feature Requests​

Have an idea for a new feature or enhancement?

  • Submit via Service Desk with "Feature Request" category
  • Include use case description and business value
  • We prioritize features based on customer demand and feasibility

Self-Service Resources​

Before contacting support, check these resources:

Documentation​

We're here to help make Formify work for your team. Don't hesitate to reach out via our Service Desk!