Support & SLA Policy
Effective date: 2026-09-23 · Last updated: 2026-09-25
Scope. This policy describes the support and service-level commitments for Arkidor for Confluence only — the Atlassian Forge app distributed through the Atlassian Marketplace. It does not cover the standalone Arkidor web application at arkidor.io, which is a separate product. This policy supplements, and is subject to, the Terms of Use.
Targets, not guarantees. The response and remediation times below are targets that Knaap will use commercially reasonable efforts to meet. They are not contractual guarantees or warranties, and no service credits, refunds, or other remedies arise from failing to meet a target. Support for Arkidor for Confluence is provided by Knaap on a best-effort basis.
1. Availability
Arkidor for Confluence is a "Runs on Atlassian" Forge app — a client-side Custom UI with minimal Forge resolvers. Knaap operates no separate servers, backend, or database for the app runtime; the app runs entirely on Atlassian's Forge platform inside your Confluence tenant.
Because of this, platform availability and uptime are governed by Atlassian's Forge platform service levels, not by Knaap. Please refer to Atlassian's Cloud service-level and support commitments and the Atlassian Forge documentation for the platform's availability terms.
- Knaap offers no separate uptime or availability guarantee for the app.
- Knaap offers no service credits and no availability-based remedies.
- Availability of the underlying Atlassian Cloud and Forge platform is Atlassian's responsibility under Atlassian's own agreements with you.
2. Support channel
- Email: support@arkidor.io.
- Language: English only.
- There is no phone or live-chat support.
To help us respond efficiently, please include your Confluence site URL, the app version where visible, a description of the issue, and steps to reproduce it.
3. Support hours
Support is provided by Knaap on a best-effort basis and is not available 24/7. Requests are monitored and handled as promptly as reasonably practicable; there are no fixed office hours, and the response target in §4 applies on a calendar-time basis, including weekends and public holidays.
4. Response targets
Knaap will use commercially reasonable efforts to provide an initial response within 72 hours (3 calendar days) of receiving a support request. This target runs on a calendar-time basis — it includes weekends and public holidays and is independent of business or office hours. It is a target, not a guarantee.
| Request type | Target initial response |
|---|---|
| Critical — the app is unusable, or a security vulnerability report | Knaap aims to respond sooner where practicable, and in any event within the 72-hour (3-calendar-day) target below |
| Standard — all other questions, bug reports, and requests | Within 72 hours (3 calendar days) |
For issues that remain open, Knaap aims to provide a progress update approximately every 7 calendar days until the issue is resolved or closed. This cadence is a target and may vary with issue complexity and maintainer availability.
5. Bug fixes
Knaap will use commercially reasonable efforts to investigate and fix confirmed defects, prioritised by severity and impact. There is no fixed resolution deadline, except that security issues are prioritised as described in §6. Some issues may be addressed through workarounds, configuration guidance, or a future release rather than an immediate fix. Fixes for the Forge app are delivered through Atlassian's standard app-update mechanism.
6. Security and vulnerability response
Security reports are treated as critical. This section is consistent with, and does not expand, the vulnerability-disclosure section of the Security Policy (§12).
- Where to report: security@arkidor.io (or support@arkidor.io). Please report privately and allow reasonable time to remediate before any public disclosure; do not access, modify, or exfiltrate data that is not yours while testing.
- Acknowledgement target: within 48 hours (2 calendar days) of receipt, on a calendar-time basis including weekends and public holidays.
- Triage: Knaap will begin triage promptly after acknowledgement.
- Remediation: confirmed critical vulnerabilities are prioritised for remediation ahead of non-security work.
The times in this section are targets, not hard clocks or guarantees. Personal-data breach notification obligations are handled under the DPA §8.
7. Maintenance and deprecation
Knaap will provide reasonable advance notice of material changes to the app, of any planned maintenance likely to affect availability, and of any decision to discontinue the app. Notice will be given through the Atlassian Marketplace listing, in-app, or by email where practicable. Platform-driven maintenance and outages are governed by Atlassian.
8. Limitations
- All response and remediation times in this policy are targets, not guarantees, met on a commercially reasonable-efforts basis.
- Support is not 24/7 and is provided on a best-effort basis.
- There are no service credits, refunds, or other remedies tied to support response times or availability.
- This policy is subject to, and does not expand, the limitation of liability in the Terms of Use (§9) and the "as is / as available" disclaimer (§8). Nothing here creates any warranty or liability beyond what those terms provide.
- Support does not cover issues caused by the Atlassian platform, third-party apps, customer configuration or customisation, or use of the app contrary to the Terms of Use.
9. Related documents
- Terms of Use — licence, warranty disclaimer, and limitation of liability
- Security Policy — security posture and vulnerability disclosure
- Privacy Policy — how personal data is processed
- Data Processing Agreement — GDPR Article 28 processor terms
10. Changes
We may update this policy as the product evolves and will post the revised effective date above.
11. Contact
For support: support@arkidor.io. For security disclosures: security@arkidor.io.
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