We are here to help! Please use one of the following channels to report issues or ask questions.

Support channels

Service Desk

Support Service Desk


We are active in the Atlassian Community.


Viktoriastraße 15
D-56068 Koblenz


c/o Mindspace

Viktualienmarkt 8
D-80331 Munich

Business hours

Monday - Friday from 08:00 - 17:00 CET.

Decadis AG is closed on major German holidays.  

Response times

Expect a response to support requests created via our Support Service Desk within 1 business day (24 hours). 

Our standard support includes

  • Troubleshooting installation problems 
  • Troubleshooting app and configuration problems
  • Answering standard configuration / licensing questions
  • Guiding customers to existing documentation articles

Our standard support does not include

  • Extensive non-contracted requirement analysis
  • Provision of complex or ready-made custom solutions 
  • Product training
  • Product integration
  • Product consulting

Additional information

  • We only support app versions that are officially listed as officially supported in each Marketplace app listing.
  • We do not take any responsibility for issues or problems that may arise through the use of third party apps.
  • Only Jira and Confluence versions officially supported by Atlassian will be supported. See the Atlassian Support End of Life Policy for more details.
  • Only customers with a valid subscription or maintenance license will be supported. No SEN (Support Entitlement Number) needed for general questions or inquiries.