1. Purpose
These Service Level Terms describe the service level process for Campaign Operations Playbook for Confluence.
The app is designed as a lightweight Confluence template library. It does not operate an external backend, does not store customer content outside Atlassian systems, and does not automatically create, update, or delete customer Confluence pages.
2. Support Contact
Customers can request support through the following channel:
- Support page: https://infrafastlane.dev/support/
If a separate security contact is provided, security reports should be sent to:
- Security contact: https://infrafastlane.dev/support/
3. Support Hours
Standard support is available Monday through Thursday, excluding public holidays observed by the provider. Friday support is available by arrangement only and is not part of the regular support schedule.
| Support item | Target |
|---|---|
| Standard support hours | Monday to Thursday, 10:00-18:00, Europe/Berlin time. Friday by arrangement only. |
| Support language | English |
| Support channel | Support page: https://infrafastlane.dev/support/ |
4. Initial Response Targets
Response targets are measured during standard support hours. Friday is not counted as a regular support day unless support has been arranged in advance. These are initial response targets, not guaranteed resolution times.
| Severity | Example | Initial response target |
|---|---|---|
| Critical | The app is unavailable for all customers, or a security issue may affect customer data. | 1 business day |
| High | A core app function is unavailable for one or more customers. | 2 business days |
| Normal | General usage questions, documentation questions, or non-blocking defects. | 3 business days |
| Low | Feature requests, wording suggestions, or minor visual issues. | 5 business days |
5. Resolution Targets
The provider does not guarantee fixed resolution times. Resolution depends on the type of request, reproducibility, Atlassian platform behavior, browser behavior, and whether a change requires a new app version or Marketplace approval.
The provider will use commercially reasonable efforts to investigate reported issues and provide a workaround, clarification, documentation update, or product update where appropriate.
6. Service Availability
Campaign Operations Playbook for Confluence runs as an Atlassian Forge app and depends on Atlassian Cloud services, including Confluence and Forge.
The provider does not operate a separate external application backend for the current app version. Availability may be affected by Atlassian Cloud availability, customer browser settings, customer network access, Marketplace licensing behavior, or Atlassian platform changes.
7. Maintenance
The provider may release updates to improve template content, documentation, security posture, compatibility, or user experience.
Planned changes will be managed through the Atlassian Marketplace release process where applicable. The provider may also update public documentation without a separate app release.
8. Customer Responsibilities
Customers are responsible for:
- installing the app only in supported Atlassian Cloud environments
- ensuring users have appropriate Confluence access
- reviewing and adapting template content before internal use
- validating whether templates meet their own operational, legal, compliance, or business requirements
- providing clear reproduction details when reporting issues
9. Exclusions
These Service Level Terms do not cover:
- Atlassian Cloud outages or degraded Atlassian services
- customer network, browser, device, identity, or permission issues
- customization of templates for a specific organization
- legal, compliance, audit, tax, HR, finance, or regulatory advice
- issues caused by customer modifications to copied template content
- third-party tools, integrations, or browser extensions
10. Security Issues
Security issues should be reported through the security contact listed above. Reports should include affected product, steps to reproduce, impact, and any relevant screenshots or logs.
The provider will triage security reports and follow applicable Atlassian Marketplace security requirements and vulnerability remediation processes.
11. No Professional Advice
The product provides operational templates and workflow content. It does not provide legal, compliance, HR, finance, safety, medical, or other professional advice.
Customers should review and adapt all templates according to their own internal policies and professional requirements.
12. Changes to These Terms
The provider may update these Service Level Terms from time to time. Updated terms will be published at the provider’s designated documentation location.
13. Contact
Provider: InfraFastlane
Support: https://infrafastlane.dev/support/
Security: https://infrafastlane.dev/support/
Website: https://infrafastlane.dev/
This draft is intended for product and Marketplace preparation only and should be reviewed before publication.