Support Service Level Agreement

1. What this document is

This Service Level Agreement ("SLA") is the Support Policy and SLA referenced in our Terms of Service (Sections 5.1 and 5.2). It describes when we are available, how quickly we aim to reply, and what falls outside the scope of support.

It applies to customers with an active paid subscription to Secure Fields through the Atlassian Marketplace. Evaluations, trials, and any beta features get best-effort support with no committed response time — Section 18 of our Terms disclaims any SLA or support obligation for Trials and Betas, and the targets below do not extend to them.

2. How to reach support

Email support@inorganicgames.com. Email is our only support channel; we do not operate a phone line or live chat.

To let us act on the first reply, please include:

• your Jira site URL,
• the name of the affected Secure Text field and, if you have it, the issue key,
• what you expected to happen and what happened instead,
• whether the problem affects one user, one project, or the whole site.

Never include a protected value in a support request. We have no way to read the values your app stores, and we do not want a copy. The same goes for anything regulated — protected health information, financial account numbers, or government ID numbers belong only inside the app's protected field, never in an email, a screenshot, a field name, or an issue summary.

3. Hours of operation

Days

Monday through Friday

Hours

9:00 AM to 5:00 PM, Pacific Time (America/Los_Angeles)

Closed

Weekends and the holidays listed in Section 7

You can write to us at any hour. Requests that arrive outside these hours are treated as arriving when we next open, and the response clock starts then.

4. Target response times

"Response" means a substantive reply from a person who has read your request — a question, a diagnosis, a workaround, or a fix. It is not an automated acknowledgement. These are targets we measure ourselves against during the hours of operation above, not guarantees, and this SLA carries no service credits.

Urgent — 8 business hours

The app is unusable across your site; a protected value is visible to someone your rules do not authorize; a protected value is unreachable by someone your rules do authorize; or a suspected security vulnerability (see Section 6).

Standard — 24 business hours

Everything else: configuration and setup questions, unexpected behavior with a workaround, audit log questions, billing questions, documentation gaps, and feature requests.

We categorize incoming requests ourselves, and will tell you if we read a request differently than you did. Response targets say nothing about how long a fix takes: some issues are answered and closed in one reply, and others need a code change and a Marketplace release. We will keep you updated as work progresses rather than going quiet.

5. Service availability

Secure Fields runs entirely on Atlassian's Forge platform. We operate no servers, no databases, and no network endpoints of our own, and the app sends no data outside Atlassian's platform. The practical consequence is that the app's availability is the availability of your Jira Cloud site and of the Forge platform underneath it, both of which Atlassian operates and covers under its own agreements with you.

We therefore do not publish a separate uptime percentage for the app and do not offer service credits for downtime — doing either would be claiming credit for infrastructure we do not run. For live platform status, see status.atlassian.com.

What we do commit to: responding on the schedule above when the app itself is at fault, and telling you plainly when the cause sits with the platform rather than with us.

6. Security vulnerability reports

Report suspected vulnerabilities privately to support@inorganicgames.com rather than in a public forum. We treat these as Urgent (8 business hours target acknowledgement), we will not take action against good-faith security research, and we will keep you informed through remediation. Please do not include a proof-of-concept payload containing real protected data.

7. Observed holidays

Support is closed on these United States holidays:

New Year's Day

January 1

Memorial Day

Last Monday in May

Independence Day

July 4 (observed on the nearest weekday when it falls on a weekend)

Labor Day

First Monday in September

Thanksgiving

Fourth Thursday in November, and the Friday following

Christmas Eve and Christmas Day

December 24 and December 25

New Year's Eve

December 31

Urgent requests that arrive on a holiday are picked up on the next business day. If a vulnerability report lands over a long holiday weekend, send it anyway — we would rather see it early.

8. What support does not cover

• Outages, degradation, or maintenance of Jira Cloud or the Forge platform. Those are Atlassian's to resolve; we will help you identify them as such.
• Recovery of protected values. Protected values are stored only in Forge storage on your site. They are deliberately absent from Jira's own backups and exports, and we have no access to them. If a value is overwritten or deleted by a user with edit access, or lost when the app is uninstalled, we cannot restore it. See the Setup & Usage Guide for the backup tradeoffs this creates.
• Configuration you control: permission rules naming a group or project role that does not exist, users removed from a group, or a field added to the wrong screen. We will help you diagnose these, but the fix is in your Jira site.
• Third-party apps, browser extensions, custom scripts, or integrations that interact with the app, and any Jira functionality unrelated to Secure Fields.
• Feature requests. We read every one and they shape the roadmap, but no delivery date is committed here.
• Use of the app outside the Permitted Use defined in our Terms of Service.

9. Changes to this SLA

We may update this SLA to reflect new features or changing practices, with notice to you. Any change takes effect going forward only, and will not materially reduce our overall support obligations during a subscription term you have already paid for. This mirrors Section 19.6 of our Terms of Service.

10. Contact

Inorganic Games LLC
support@inorganicgames.com

See also Support, Terms of Service, and the Security Overview.