Support policy

Channel

Email support@prosoftwares.dev, in English. Written support only.

First response

Within 24 hours, every day.

Severity targets

For problems with the service; security vulnerabilities follow the next section:

• Critical (a job changed text it should not have, or a page was damaged): workaround or fix within 2 business days.
• High (a feature is unusable): fix or workaround within 5 business days.
• Normal (questions, minor issues): answered within 24 hours; fixes in a regular release.

Security vulnerabilities

If you think you have found one, or that data was exposed, email the same address. We acknowledge the report within 24 hours. The severity targets above are for problems with the service, not for vulnerabilities. We follow Atlassian's security bug fix policy for Marketplace cloud apps, which sets the longest time we may take to fix a vulnerability, by severity: critical (CVSS 9.0 or higher) 10 days, high (7.0 to 8.9) 4 weeks, medium (4.0 to 6.9) 12 weeks, low (below 4.0) 25 weeks, counted from the day it is reported or triaged. Atlassian's page gives days and weeks and does not say business days, so we count calendar days. The policy: https://developer.atlassian.com/platform/marketplace/security-bugfix-policy/

What helps us

When the job ran (the "When" column in Activity), what it was and where (the "What" and "Where" columns), the result and reasons in its report, what you expected, what happened, and a screenshot. The job's ID is in the message of each page version it made ("Tidy Find & Replace job …"). Please don't send page content, and blur names, email addresses and page titles you'd rather keep private.

A page looks wrong after a job

Open the page's History from the report. Every change the app made is its own version with the job's message, so you can compare it with the version before, and Undo in Activity puts back pages whose latest version is still the job's.

Data questions

Questions about the data Tidy Find & Replace holds, or requests to delete it, go to the same address and are answered like any other question. We can't look up or delete single records in your site's storage. The app erases a person's account ID by itself when Atlassian reports that person's account closed, job data expires after 90 days, and a Confluence admin can remove everything by uninstalling the app. The privacy policy has the details.

Feature requests

Welcome by email. We reply with whether and when we plan them.

Reviews

When a ticket is closed, our reply ends with one line: "Tell other admins what you think of Tidy Find & Replace", with a link to the app's review page. Everyone gets the same line, whatever the outcome of the ticket, and nothing is offered in return.

Changes

Each release is listed on the app's public changelog page, and common questions are answered on its FAQ page.