1. Covered Products
| Product | Current purpose |
|---|---|
| Campaign Operations Playbook for Confluence | Provides structured campaign planning, launch, reporting, and retrospective workflow content inside Confluence. |
| Content Workflow Templates for Confluence | Provides structured content intake, briefing, planning, review, publishing, and performance workflow content inside Confluence. |
2. Support Contact
Customers can request support through the following channel:
- Support page: https://infrafastlane.dev/support/
Security-related reports should also be sent through the support route above, clearly marked as a security issue.
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
The covered products run as Atlassian Forge apps and depend on Atlassian Cloud services, including Confluence and Forge.
The provider does not operate a separate external application backend for the current covered product versions. Availability may be affected by Atlassian Cloud availability, customer browser settings, customer network access, Marketplace licensing behavior, or Atlassian platform changes.
7. Maintenance and Updates
The provider may release updates to improve workflow 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 workflow content before internal use
- validating whether workflow content meets their own operational, legal, compliance, or business requirements
- providing clear reproduction details when reporting issues
9. Exclusions
This Service Level Agreement does not cover:
- Atlassian Cloud outages or degraded Atlassian services
- customer network, browser, device, identity, or permission issues
- customization of workflow content for a specific organization
- legal, compliance, audit, tax, HR, finance, or regulatory advice
- issues caused by customer modifications to copied workflow content
- third-party tools, integrations, or browser extensions
10. Security Issues
Security issues should be reported through the support route listed above. Reports should include the affected product, steps to reproduce, likely 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 covered products provide operational workflow content. They do not provide legal, compliance, HR, finance, safety, medical, or other professional advice.
Customers should review and adapt all copied workflow content according to their own internal policies and professional requirements.
12. Changes to This Agreement
The provider may update this Service Level Agreement from time to time. Updated terms will be published at the provider’s designated public documentation location.
13. Contact
Legal notice: https://infrafastlane.dev/legal-notice/
Support contact: https://infrafastlane.dev/support/