SUPPORT
Support policy
A safe, evidence-led support process for contractual ledger and access issues.
Contact
Email support@callsiq.com or use the TechnofyStore JSM support portal for support, privacy, or private security requests.
Service hours are Monday–Friday, 09:00–18:00 Europe/Madrid, excluding Spanish national public holidays.
Severity and response targets
| Severity | Definition | Initial response |
|---|---|---|
| P1 | Confirmed material contractual data loss/inaccuracy or confirmed data disclosure. | 4 business hours |
| P2 | Critical workflow unavailable without a reasonable workaround. | 1 business day |
| P3 | Degraded or non-critical behavior with a workaround. | 2 business days |
| P4 | Question, documentation, enhancement, or cosmetic issue. | 3 business days |
Targets cover acknowledgement and initial triage, not guaranteed resolution. Requests received outside service hours start at the next service window. Cosmetic issues alone are not P1.
Service objectives
- App-controlled availability target: 99.5% per calendar month.
- Recovery time objective: 8 hours after required Atlassian services are restored.
- Recovery point objective: 24 hours, supported by source-event reconciliation and integrity checks.
- Planned maintenance: up to four hours per month with at least 48 hours' notice where reasonably possible.
Availability excludes Atlassian Cloud or Forge incidents, customer network or configuration, unauthorized changes, third-party integrations, and announced maintenance. These initial operational targets do not create service-credit rights.
Safe diagnostic workflow
- Provide site URL, environment, app version, timestamp, affected technical IDs, and the redacted diagnostics bundle.
- Do not submit API tokens, issue bodies, worklog descriptions, customer lists, or full ledger exports.
- Support correlates the visible correlation ID with Forge logs and the relevant runbook.
- Ledger corrections use audited product commands, never ad-hoc production SQL.
- Security or cross-organization disclosure reports move immediately to private handling.
Incident communication
P1/P2 incidents receive an owner, customer-safe status updates, and a post-incident review covering scope, cause, timeline, ledger-integrity evidence, corrective actions, and required privacy or Marketplace notifications.