How to reach us
Email support@rimulabs.com, or use the support or issue link on the app's listing. Include your site URL and the app name. Support is provided in English.
Support hours
Monday to Friday, 9:00–17:00 New Zealand time, excluding New Zealand public holidays. Our apps are also monitored automatically every day, and urgent outages are often handled outside these hours.
Response and resolution targets
| Severity | First response | Resolution target |
|---|---|---|
| 1: app unusable for all users | 1 business day | Workaround or fix within 3 business days |
| 2: major feature broken, no workaround | 1 business day | Fix within 5 business days |
| 3: minor issue or workaround exists | 2 business days | Scheduled in a future release |
| Questions and feature requests | 2 business days | — |
Security vulnerabilities
Report vulnerabilities to support@rimulabs.com with "SECURITY" in the subject. We acknowledge reports within 1 business day. We aim to fix confirmed issues within these times: critical 7 days, high 14 days, medium 30 days, low 90 days. All of these are within Atlassian's security bug-fix policy timeframes.
Availability
Our Atlassian apps run on Atlassian's Forge platform, so their availability follows Atlassian Cloud's. Planned changes are released without downtime. If an incident affects an app, we post updates on its Marketplace listing and reply to affected customers.
Data
Our Forge apps store data only within Atlassian's platform. See our privacy policy and terms.