Support
In short: Email hello@artuplabs.com and we aim to respond within 2 business days (Almaty time, UTC+5). Security issues go to security@artuplabs.com instead — see our Security page.
1. How to contact us
For questions, bug reports and feature requests about ArtUp Trace, email hello@artuplabs.com. This is the fastest way to reach us; we do not currently offer phone or live chat support.
2. What to include
To help us diagnose your issue quickly, please include as much of the following as you can:
- Your Jira site URL (for example,
your-site.atlassian.net); - The project key where the issue occurred;
- A screenshot of what you saw, if applicable;
- The steps to reproduce the problem, in order;
- Your browser and its version (for example, Chrome 129 on macOS).
Please do not send more Jira content than needed to describe the problem — see our Privacy Policy for how we handle information sent by email.
3. Response times
We aim to respond within 2 business days, measured in Almaty time (UTC+5). Business days are Monday to Friday, excluding public holidays observed in Kazakhstan. This is a target, not a guaranteed service level.
4. Documentation
Setup guides and feature documentation are coming soon. Until then, email us and we will walk you through the setup.
5. Security issues
If your question is about a possible security vulnerability rather than general support, please use security@artuplabs.com instead of the address above, so it reaches us through our security process. See the Security page for what to include and our response commitment.