Support Service Level Agreement

This Support SLA applies to the current paid Marketplace version of Change Decision Evidence for Jira Service Management.

Effective: August 30, 2026

Support channel

Send support requests to support@boundedsignal.com. Please follow the privacy guidance on our Support page.

Hours of operation

Monday to Friday, 9:00 AM to 5:00 PM Pacific Time (America/Vancouver), excluding British Columbia statutory holidays.

Initial response

We will send an initial response within one business day. Requests received outside support hours are treated as received when the next business day begins.

Resolution and updates

Resolution time depends on the issue, its impact, the information available, and any Atlassian platform dependency. We do not guarantee resolution by a fixed deadline. We will provide updates when the status materially changes or we need more information.

Scope

This SLA covers technical support for the current Marketplace version of Change Decision Evidence. It does not cover Jira administration, customer approval-process design, recovery of deleted Jira history, legal or compliance advice, unsupported app versions, or incidents caused by systems outside our control.

Security reports

Send suspected security issues to security@boundedsignal.com. Our separate Security page explains the security-report process.