Support agreement

Applies to every app published by Tigran Avakov

What we commit to

• First response: two business days. In practice most mail is answered the same working day, but two is the number we are willing to be held to.
• Blocking problems go first. A transition that will not go through or an invoice that will not issue is not queued behind a question about a colour.
• A fix or a workaround, and a date. If a defect is real we say so and tell you when, rather than closing the thread on “cannot reproduce”.
• Security reports get an answer, not silence. Details on each app's Security page.

Hours of operation

Monday to Friday, 09:00 to 18:00, GMT+5 (Asia/Tashkent). Mail sent outside those hours is read on the next working day. We are a small team and we would rather publish hours we actually keep than a round-the-clock promise nobody answers at 3 a.m.

What this agreement does not cover

These are Forge apps. They run on Atlassian's infrastructure, inside your own site, and we have no servers of our own in the path — so uptime is Atlassian's to promise, not ours, and we will not pretend otherwise. What we are responsible for is the app's behaviour: if it computes the wrong thing, blocks the wrong transition, or loses what it stored, that is ours and we fix it.

There is no telephone line and no chat. Everything goes through the address above, which means every request has a written trail you can point at later.

Escalation

If a report has gone two business days without an answer, reply to your own message with “escalation” in the subject. It goes to the same address, but a reply to an unanswered thread is what we look for first thing in the morning.