Support policy

How to reach support

Email support@complydraft.com. Email is the only supported channel. To get a useful answer on the first reply, include your Atlassian site URL, the app version, what you expected to happen, and what happened instead. Screenshots help.

Operating hours and response target

Requests are handled between 09:00 and 18:00 JST (UTC+9), Monday to Friday, excluding public holidays in Japan.

The target for a first human response is 72 hours from the time the request is received. This is measured in calendar time, not in business hours, so a request that arrives outside operating hours is still measured from the moment it arrives. A first response acknowledges the request and states what happens next; it is not necessarily a fix.

What this policy is, and what it is not

The response time above is a target that describes how support is staffed and run. It is not a contractual guarantee.

• This policy does not commit to any level of service availability, uptime, or resolution time.
• No service credits, refunds, price reductions, or other remedies arise from it.
• It does not modify the Terms of Service. Where the two conflict, the Terms of Service prevail.

What support covers

• Installation, permissions, and configuration of the app.
• Defect reports and questions about how a feature behaves.
• Billing and licensing questions relating to the Atlassian Marketplace listing.
• Questions about where data is stored and processed.

What support does not cover

• Legal or regulatory advice. The app produces drafts to help you prepare Cyber Resilience Act notifications. Deciding whether an event is reportable, and submitting any notification, remains the responsibility of the manufacturer. Support cannot tell you whether you are obliged to report something.
• Atlassian platform issues that are not caused by the app. Raise these with Atlassian Support.
• Custom development, bespoke integrations, or on-site services.
• Products other than CRA Reporting Copilot.

Security reports

Suspected security vulnerabilities in the app take priority over other requests. Send them to support@complydraft.com with "security" in the subject line, and do not include exploit details in a public forum. A documented incident response process is maintained for the app.

Information in support requests

Support is handled over email, which is outside the Atlassian tenant in which the app runs. Do not include personal data, credentials, or confidential incident details in a support request. If a diagnosis needs data of that kind, support will say so and agree a safer way to share it. See the Privacy Policy for how support correspondence is handled.

Changes

This policy may change. The version and date below are updated when it does, and the current version always governs.

This page is a description of the support service. It is not legal advice and does not create obligations beyond those set out in the Terms of Service.