Support Policy

Operational support commitments and public support workflow for Confluence Health Check.

1. Scope

This policy defines:

• response-time commitments for customer-reported issues,
• public intake channels for support requests,
• escalation workflow from support triage to engineering incident response,
• customer communication cadence during active incidents.

2. Public Support Channels

Primary channels:

Current Marketplace support intake routes through a shared mailbox while the vendor operates without a separate ticketing portal. The published support contact and intake URL intentionally route to the same queue.

1. Marketplace support contact: workaroundapps1@gmail.com
2. Support ticket queue: mailto:workaroundapps1@gmail.com?subject=Confluence%20Health%20Check%20Support

Minimum intake requirements:

1. Tenant site URL and impacted module (dashboard, settings, scan, export).
2. UTC timestamp of first observed failure.
3. Error payload or screenshot when available.

3. SLA Targets

Response commitments for production-impacting customer requests:

1. Critical (Sev-1): initial response within 24 hours.
2. High (Sev-2): initial response within 1 business day.
3. Medium (Sev-3): initial response within 2 business days.
4. Low (Sev-4): initial response within 3 business days.

All Sev-1 and Sev-2 requests require an explicit next-update ETA in each customer response.

4. Escalation Workflow

1. Support triage assigns severity using docs/OPERATIONS_RUNBOOK.md section 3.
2. Sev-1/Sev-2 tickets page the on-call primary listed in docs/ON_CALL_AND_ESCALATION.md.
3. Incident Commander is assigned for Sev-1/Sev-2 within 15 minutes of engineering acknowledgement.
4. Customer updates are posted at least every 60 minutes until mitigation, then at closure.
5. Post-incident review is opened within 2 business days for Sev-1/Sev-2.

5. Customer Communication Commitment

During active incidents:

1. Do not publish unverified root-cause claims.
2. Provide status, impact scope, mitigation progress, and next update window.
3. Share remediation and prevention summary after incident closure.