Support policy
This policy sets out how Poinciana Works LLC supports its apps on the Atlassian Marketplace. It applies to every customer, on free and paid plans.
- support@poincianaworks.com
- Hours
- 14:00 to 20:00, America/Nassau time (the same as US Eastern Time)
- Days
- Sunday to Thursday
- Target response
- Within 12 hours
1. How to reach us
Email support@poincianaworks.com. To help us answer quickly, include the app name, your Jira site address, what you expected to see, what happened instead, and a screenshot. We will never ask for your password.
2. Response targets
| Request | First response | Updates |
|---|---|---|
| Security issue Email with "Security" in the subject line | Within 12 hours, any day | Fixed within the timeframes in Atlassian's Security Bug Fix Policy |
| Critical The app does not load, or does not work for anyone on your site | Within 12 support hours | Every support day until resolved |
| Normal A feature misbehaves, a set-up question, or something looks wrong | Within 12 support hours | At least every 3 support days |
| Feature request | Within 2 support days | We tell you if it is planned |
Support hours are the hours and days above, excluding the holidays below. Response targets other than security are measured in support hours, so a request sent outside them is answered once support reopens. We do not guarantee a fixed resolution time, but we will tell you what we have found, offer a workaround where one exists, and give you an honest estimate for a fix.
3. What is covered
- Installing, configuring and using our apps
- Bugs and unexpected behaviour in our apps
- Questions about what each app reads, and what it does with it
4. What is not covered
- Jira itself, other Atlassian products, or other vendors' apps
- Permission and configuration changes on your Jira site, though we will tell you what is needed
- Custom development
- Outages of Atlassian Cloud or Atlassian Forge. Our apps run on Atlassian's platform, so during an Atlassian incident we will confirm it and point you to status.atlassian.com
5. Holidays
Support is closed on New Year's Day (1 January), Majority Rule Day (10 January), National Heroes' Day (second Monday in October), Christmas Eve, Christmas Day, Boxing Day (26 December) and New Year's Eve. Security reports are still acknowledged within 12 hours on these days.
6. Changes to this policy
We may update this policy. The effective date above shows when it last changed.
Contact
Poinciana Works LLC
support@poincianaworks.com