Support Policy
Contact support
Email support@acceptdeck.com. Support is available Monday through Friday during normal working hours in GMT+00, excluding public holidays in Morocco. Support is currently provided in English.
We aim to acknowledge critical security or service-blocking reports within 8 business hours and ordinary requests within one business day. These are response targets, not guaranteed resolution times.
What to include
- Your name, organization, and reply address.
- Your Atlassian cloud site URL and affected Jira issue key, when relevant.
- A concise description, expected result, actual result, and reproduction steps.
- Error text, time of occurrence with timezone, and sanitized screenshots when useful.
- App version or environment information, if known.
Never email passwords, Forge tokens, Atlassian API tokens, full external review URLs, or confidential attachments. Redact personal and sensitive data that is not necessary to diagnose the issue.
Severity
- Critical: suspected unauthorized disclosure, active security incident, or App failure broadly blocking a production acceptance workflow with no workaround.
- High: major functionality unavailable for multiple users, with significant operational impact.
- Normal: isolated defect, configuration question, documentation request, or feature suggestion.
Support scope
Support covers installation guidance, documented App features, reproducible defects, and security or privacy reports. It does not include Jira administration, custom workflow consulting, recovery of information deleted from Jira, legal advice, custom development, or problems caused solely by unsupported third-party products.
Service dependencies and maintenance
The App depends on Atlassian Jira Cloud, Jira Service Management where used, Marketplace licensing, Forge, and Google Blogger for the static external interface. Incidents in those services may affect the App. Security or compatibility changes may be deployed without advance notice when reasonably necessary. Planned changes with material user impact will be communicated when practical.
Escalation
If a request involves personal data, email privacy@acceptdeck.com. Suspected vulnerabilities should be reported privately to security@acceptdeck.com. General inquiries may be sent to contact@acceptdeck.com.
