Raise a request in the Help Center.
A request there carries a type, a reference and a response target measured against it. An email has a person reading it and nothing measuring it, which is why this is the route we point you at first. It is public: no account, no login and no Atlassian licence. It asks for an email address so the reply has somewhere to go.
It runs on Jira Service Management with EU data residency, so a request you raise there is stored in the EU rather than wherever the vendor happens to host.
What you can raise there
- An incident, when something has stopped working in your instance.
- A bug, with the application, the version and what you did.
- A question about how an application behaves, before you install it.
- A demo, or a feature request against an application you already run.
- An application we have not built yet.
- A partner request, webinars and joint work included.
Email, when no request type fits.
A data protection request, or a question that is not yet anyone's request. It is read by the people who wrote the code, so there is no tier to escalate through before you reach someone who can read the stack trace. What comes back is an answer, not an acknowledgement that your message arrived.
If you are running a security or procurement review, the trust page answers most of it without waiting for us, and each application publishes its own scopes, storage and egress answer on its page. Send those links to whoever needs them; nothing on either page is gated.
- Support portal
- Help Center, public and without an account
- Support by email
- support@oktul.com
- First response
- Within 24 hours, Monday to Friday, on a Help Center request or a support email
- Everything else
- hello@oktul.com
- Vulnerability reports
- The Help Center first, or the support address, so the report is measured
- Entity
- Oktul OÜ · Reg. nr 17589681 · Tallinn, Harjumaa, Estonia
Two addresses, and what separates them is what measures them. Support email opens a request in the same service desk the Help Center does, with a reference and the response target above, and a vulnerability report belongs there rather than in an inbox. Anything else, a data protection request included, goes to the second and is read by a person.
The form emails hello@oktul.com, and a person answers it. Nothing measures how long that takes, so if this is a support request, the Help Center above or support@oktul.com is the measured route.