Matify Service Level Agreement
Publisher: Matify Applies to: every Matify app obtained through the Atlassian Marketplace Last updated: 2026-10-06
This agreement sets out what support you can expect from Matify, how quickly, and what it does not cover. It is one agreement for every Matify app, and it applies to every installation — paid, trial and free tier — because there is one support queue, not several.
1. Apps covered
| App | Product | Documentation |
|---|---|---|
| Access Auditor for Jira | Jira Cloud | Documentation |
| Service Project Standards for JSM | Jira Service Management Cloud | Documentation |
A Matify app is added to this table when its listing is submitted to the Atlassian Marketplace, and is covered on the same terms from its first day there.
All Matify apps are cloud apps built on Atlassian Forge. None is offered for Atlassian Data Center or Server.
2. How to reach support
Three routes, and they are equal. Use whichever suits you.
| Route | Address | Notes |
|---|---|---|
| Ticket form | Open a support ticket | No account needed. Your own email program sends the ticket, and it is private. |
| Public tracker | Open a ticket | One tracker for every Matify app. Reading existing tickets needs no account; opening one needs a free GitHub account. |
| <support@matifyapps.de> | No account needed. The right choice for anything you would rather not write in public. |
Please name the app and its version in every request. The ticket forms ask for both.
A suspected security vulnerability must never be reported in a public ticket. Use the ticket form with the type Security vulnerability, email the address above with security in the subject line, or use the private reporting option on the tracker's security policy.
3. Hours of operation
Monday to Friday, 09:00 to 17:00 Central European Time — CET in winter, CEST in summer — excluding public holidays and announced closures.
Every response time below is counted in these business hours. A ticket opened on Friday evening is first seen on Monday morning.
Planned closures longer than two business days are announced on the support tracker in advance, together with the date support resumes.
4. First-response times
A first response is a reply written by a person. It confirms the ticket has been read, states the severity it has been assessed at, and either answers the question or says what happens next. There is no automated acknowledgement, so the first reply you receive is always a real one.
| Severity | What it means | First response within |
|---|---|---|
| Critical | An app cannot be used at all on a site, or a security vulnerability is suspected | 1 business day |
| High | A core function of an app fails and there is no workaround | 2 business days |
| Normal | Something misbehaves but a workaround exists, or a question about configuration or about what an app reports | 3 business days |
| Low | A cosmetic issue, a documentation correction or a feature request | 5 business days |
You choose the severity when you open a ticket. It may be adjusted after the first assessment, and the reply will say why.
5. Resolution
Matify does not promise a fixed resolution time for ordinary defects, because the cause decides what is possible. A good share of what is reported against a Forge app turns out to be product configuration, a limit of what Atlassian's REST APIs expose, or Atlassian platform behaviour — none of which a change to the app can fix. Promising a deadline for those would be promising something outside Matify's control.
What is committed instead:
- For Critical and High tickets, a status update at least every two
business days until the problem is resolved or a workaround is in place.
- Every ticket is closed with a reason: fixed and in which release, not
reproducible, working as designed with the explanation, or outside this agreement.
How fixes reach you
Fixes are released through the Atlassian Marketplace as a new version of the app. A fix that does not change an app's permissions reaches every installation automatically; there is nothing for you to install. A fix that needs a new permission requires a site administrator to approve the update, as Atlassian requires for any change of permissions.
6. Security vulnerabilities
Security reports are handled ahead of everything else.
- Acknowledgement within 1 business day, the same as a Critical ticket.
- Resolution follows Atlassian's
Security Bug Fix Policy for Marketplace apps. At the time of writing, that policy requires a vulnerability in a cloud app to be fixed within these periods of being reported or triaged:
| Severity | CVSS score | Fixed within |
|---|---|---|
| Critical | 9.0 and above | 10 days |
| High | 7.0 and above | 4 weeks |
| Medium | 4.0 and above | 12 weeks |
| Low | below 4.0 | 25 weeks |
Atlassian's policy is the authority. If it changes, the shorter of the two periods applies.
If a vulnerability affected customer data, the affected customers and Atlassian are notified.
7. Service availability
Matify apps run entirely on Atlassian Forge, inside your own Atlassian Cloud site. Matify operates no servers, no database and no service of its own that an app depends on.
An app is therefore available exactly when your Atlassian Cloud product and the Forge platform are, and that availability is Atlassian's. Matify makes no separate uptime commitment — it would be a promise about infrastructure Matify does not run.
Current platform status is published by Atlassian:
- Atlassian Status — Jira, Confluence and the other cloud products
- Atlassian Developer Status — the Forge platform
8. What this agreement does not cover
- Incidents in Atlassian's cloud products or the Forge platform. Report those to
Atlassian; Matify will help you work out whether a problem lies with the app or with the platform.
- Atlassian Data Center and Server, which no Matify app supports.
- Behaviour an app documents as outside its scope. Each app's documentation has a
known limitations page that says what it does not do, and why.
- Changes to your Atlassian product configuration that an app does not make by
design.
- Custom development, integrations and on-site work.
9. Remedies
This agreement does not provide service credits, refunds or any other financial remedy. Refunds for Marketplace purchases are handled under the Atlassian Marketplace's own terms.
If Matify misses a response time in this agreement, the reply says so, gives the reason, and states when you can expect the next update.
10. Changes to this agreement
Material changes are announced on the support tracker at least 30 days before they take effect. A ticket is handled under the version of this agreement that was published when the ticket was opened.
Publisher: Matify · Support: <support@matifyapps.de> · All Matify apps