Support
Soverain S.R.O. Last updated: 3 August 2026
Support for Kanban+, Diagon and other Soverain products.
How to reach us
Email: support@soverain.cz
Support is by email. Please include:
- for Kanban+: your Atlassian Support Entitlement Number (SEN) or the site URL, so we can find your licence;
- for Diagon: the email address you bought your licence with, and which operating system you are on;
- the product and the page or feature involved;
- what you expected, what happened, and steps to reproduce it;
- screenshots where they help.
Please do not email passwords or API tokens. We never need them.
Hours
We are a Prague-based company and work to Central European Time (CET/CEST) business hours, Monday to Friday, excluding Czech public holidays.
Response times
We aim to acknowledge your request within the times below. Acknowledgement means a human has read it and started work — not that the issue is resolved. Resolution time depends on the problem, and some fixes depend on Atlassian.
| Severity | What it means | We aim to acknowledge within |
|---|---|---|
| Critical | The app is unusable for all users, or a security or data issue | 24 hours |
| All other requests | Bugs, questions, configuration help, feature requests | 5 business days |
These match the response-time floor in the Atlassian Marketplace Partner Agreement. We have deliberately not promised faster: we would rather commit to times we can always meet than publish a target we would occasionally miss. In practice we usually reply sooner.
Email-only support at these response times is consistent with the Atlassian Marketplace Partner Agreement, which permits partners to offer support by email.
What we support
- Installing, configuring and using the app's features
- Diagnosing faults and shipping fixes
- Questions about data handling, privacy and security — see also our Privacy Policy, App Data Annex and Security Statement
- Data deletion requests, including full erasure without uninstalling (see the Privacy Policy, "Erasure on request")
What we cannot help with
- Problems inside Jira itself, unrelated to our app — contact Atlassian Support
- Payments themselves: invoices, VAT, card changes and refunds are handled by the seller of record — Atlassian for Kanban+, Paddle for Diagon. See Billing and licensing below
- Custom development or bespoke integrations — we do not offer paid custom work today. If your case is unusual, email hello@soverain.cz and we will tell you honestly whether we can help
Billing and licensing
The two products are sold through different channels, so billing questions go to different places.
Kanban+ is sold through the Atlassian Marketplace, and Atlassian is the seller of record. For invoices, refunds, VAT, licence tiers and renewals, contact Atlassian Support or your Atlassian reseller. We do not process payments and cannot change your Kanban+ licence.
Diagon is sold from soverain.cz, and Paddle is the seller of record (Paddle.com Market Limited in the UK, or Paddle.com Inc. for US buyers). Paddle charges your payment method, handles VAT, issues your invoice and processes refunds. To see invoices, change your payment method, cancel your subscription or request a refund, use the receipt link in your Paddle confirmation email, or go to paddle.net and find your purchase. Ask within 14 days of a charge — a first purchase or a renewal — and the refund is approved, no questions asked; see the Refund Policy.
We never see or store your card details for either product. If a licence key does not arrive, or Diagon will not accept the one you have, that part is ours — email support@soverain.cz.
Status and outages
Kanban+ runs on Atlassian's infrastructure. If the app is unavailable, first check the Atlassian Status page — most availability issues are platform-wide. If Atlassian reports healthy and the app is still failing, email us with details.
Diagon runs on your own machine, so there is nothing on our side for it to depend on day to day. The one thing it does ask us for is the licence check when you activate or renew. If that fails while you are online, email us with details.
Security issues
Report suspected vulnerabilities to security@soverain.cz — see the Security Statement. Please do not post security issues in public forums before we have had a chance to respond.
Related: Privacy Policy · Security Statement · DPA