Support
For any question, bug or request about Lacre, write to support@lacreapp.com. We answer in Spanish or in English, in the language you write to us in.
The answer may already be in the guide or, to recompute a seal's hash, in how to verify a seal. A vulnerability does not go here: it is reported as the security page explains.
What to include
- What you wanted to do, what happened and, for a bug, the steps to reproduce it.
- The Lacre version, shown on the Jira site's app management page.
- The browser and, if the bug is in the panel, whether the project has fields chosen in Lacre's settings.
- The exact text of any error message.
What is not needed, and we will not ask for
- Access to your Jira site, a username or a password.
- The content of your issues, screenshots with confidential information or exports of the seals.
To understand a bug, the above is enough; should anything else be needed, we will ask for a specific detail that is not confidential.
Response times
Every message gets a first reply, even if only to say we have received it and when we will answer in full, within one business day at most (Monday to Friday, Madrid time), and we aim for four hours between 9:00 and 19:00. Urgent matters (the app is down for everyone, seals cannot be read or verified, or data is exposed) are also handled at weekends and on public holidays, within 24 hours at most.
Each case is classified by its severity, which sets the first response with the diagnosis and the fix:
| Severity | What it is | First response | Fix |
|---|---|---|---|
| S1 | Unreadable seals, wrong hash, exposed data, app down for everyone | 4 hours (at weekends and on public holidays, 24 hours) | Patch or rollback within 24 h |
| S2 | Main feature broken for some customers, export error | 1 business day | 5 business days |
| S3 | Minor bug with a workaround, wrong text | 2 business days | Next version |
| S4 | Improvement, request | 5 business days | By priority |
While a case is open, we write to you with what we know, what we are going to do and when we will write again. A case is closed when you confirm it is solved, or after ten business days without an answer. Incidents that affect several customers are announced on the status page.