Service level agreement

What you can expect when you contact support about any of my Atlassian Marketplace apps. Last updated 26 September 2026.

Support hours

Monday to Friday, 9:00 to 17:00 US Eastern time (America/New_York), excluding US public holidays. Support is in English, by email: support@whitehatharbor.com.

Response times

Every request gets a first response within 2 business days: an acknowledgement with a fix, a workaround, or next steps. I'll keep you updated until it's resolved.

Security issues

Suspected vulnerabilities also get a first response within 2 business days. Confirmed vulnerabilities are fixed within the timeframes of Atlassian's Security Bug Fix Policy for Marketplace apps:

Severity	Fixed within
Critical (CVSS 9.0 and above)	10 days
High (CVSS 7.0 to 8.9)	4 weeks
Medium (CVSS 4.0 to 6.9)	12 weeks
Low (below 4.0)	25 weeks

Paid and free customers

These targets apply to every customer, including free tiers.

Out of scope

Problems in Jira, Bitbucket, GitHub or GitLab themselves. I'll help work out where a problem lies, but fixes to those products come from their vendors.
Self-hosted servers. My apps run on Atlassian Cloud and support the cloud versions of connected services only.

Changes

I'll update this page and its date if these commitments change.