Service Commitment
Effective 2026-07-14 · Applies to all paid Piped Creations apps
What you can expect from our support, stated plainly. These are the targets we hold ourselves to for every paid subscription.
Support hours
Monday–Friday, 9:00–17:00 US Eastern, excluding US federal holidays. Requests are handled by email: support@pipedcreations.com.
First-response targets
| Severity | What it looks like | First response |
|---|---|---|
| S1 — App unusable | The app fails to load or every report errors, for all users. | 1 business day |
| S2 — Degraded or wrong | A feature is broken or a computed number appears incorrect. | 2 business days |
| S3 — Question or request | How-to questions, configuration help, feature requests. | 3 business days |
"First response" means a substantive reply from a person who has read your request — not an auto-acknowledgement. Resolution times depend on the issue; suspected calculation errors get priority, because accuracy is the product.
Scope
- Covers the current version of our apps as distributed on the Atlassian Marketplace.
- Atlassian platform incidents (Jira outages, Forge platform issues, Marketplace billing) are outside our control; we will point you to Atlassian's status page and escalate on our side where possible.
- Data handling is described in our Privacy Policy — since app data never leaves Atlassian's cloud, there is no Piped Creations infrastructure whose uptime could affect you.
This page is a voluntary, self-declared commitment and does not create contractual obligations beyond our End User Terms.