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Contact & Support

This page explains how to get support for Restore Deleted Issues, including licensing details, trial options, and how to reach the Terano Apps team.

Licensing Model​

Restore Deleted Issues 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

To see pricing for your user tier, visit the Restore Deleted Issues listing on Atlassian Marketplace and check the Pricing tab.

Trials and Evaluation​

Starting a Free Trial​

As a Jira/site administrator you can:

  • Start a free trial directly from the Marketplace listing
  • Evaluate the app in your production Jira instance or on a sandbox
  • Let the subscription start automatically after the trial, or cancel before it ends
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Full support is available during the trial period. Contact us with any questions or for help with configuration.

What to Evaluate​

  • Add a test project to tracking (Basic profile) and delete a few issues — verify they appear in the Deleted Issues list
  • Switch to Extended profile on the same project and run a Project Scan — compare the snapshot detail between Basic and Extended
  • Try Selective Restore: restore an issue with Comments enabled but Worklogs disabled
  • Perform a Bulk Restore on 3–5 records — check the result summary
  • Open the Audit Trail after each action — confirm all events are recorded
  • Add the Dashboard Gadget to a Jira Dashboard and explore the trend and top projects charts

Support & Contact​

Product support for Restore Deleted Issues 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:

  • Initial setup and project tracking configuration
  • Unexpected behavior or error messages during restore
  • Questions about Basic vs Extended tracking profiles and Project Scan
  • Retention policy configuration and data lifecycle questions
  • Questions about licensing or billing
  • Feature requests and product feedback

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)
  • The project key and tracking profile (Basic or Extended)
  • Whether the issue being restored was created before or after the app was installed
  • Description of what you expected vs what actually happened

Helpful additional information:

  • Screenshots of error messages or unexpected behavior
  • The deleted issue key (if applicable)
  • The result shown in the restore modal (success / partial / failed) and the listed failure details
  • Steps to reproduce the problem

Support Hours​

Support is available during business hours:

  • Time zone: Central European Time (CET/CEST)
  • Coverage: Monday – Friday, 9:00 – 17:00 CET

Other Contact Methods​

General Inquiries​

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

Feature Requests​

Have an idea for a new feature or enhancement?

  • Submit via Service Desk with "Feature Request" category
  • Include your use case and the business value it would bring

Self-Service Resources​

Before contacting support, check these resources:

  • Quick Guide — Set up tracking and run your first restore
  • FAQ — Answers to common questions
  • Audit Trail — Review logged events for troubleshooting
tip

Most configuration questions can be resolved by checking the FAQ. For restore failures, the restore result modal and the Audit Trail contain the specific failure reason.