Support policy

Channel

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

Hours

Business days.

First response

Within one business day.

Severity targets

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

Severity	Applies to	Target
Critical	Jobs change the wrong labels.	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 one business day; 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 one business day. 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), what you expected, what happened, and a screenshot. Please don't send page content, and blur names, email addresses and page titles you'd rather keep private.

Data questions

Questions about the data Tidy Labels 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 data by itself when Atlassian reports that person's account closed, job data and saved label lists expire 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.