Support channel
Support requests are accepted at support@noeapps.com. Security reports should be sent to security@noeapps.com.
Business hours
Monday to Friday, 09:00–18:00 Europe/Madrid, excluding public holidays in Spain.
Initial response targets
Critical
App unavailable for all users, severe production impact, or an active security incident affecting operation. Initial response: within 1 business day.
High
Major functionality unavailable for multiple users with no practical workaround. Initial response: within 1 business day.
Normal
Functional issue, configuration problem, or degraded behavior where a workaround exists. Initial response: within 2 business days.
Low / General
General questions, documentation requests, minor issues, or feature requests. Initial response: within 2 business days.
Resolution and updates
Initial response targets are not guaranteed resolution times. Resolution depends on the cause, technical complexity, required customer information, and any Atlassian or third-party dependencies. For active Critical or High incidents, NoeApps aims to provide at least one status update per business day until a workaround or resolution is available.
Service availability
NoeApps does not currently offer a contractual percentage uptime guarantee. Where an app depends on Atlassian or other third-party services, incidents in those services are outside NoeApps' direct control. Confirmed incidents affecting NoeApps-managed components are prioritized according to the severity levels above.
Customer responsibilities
To help us investigate efficiently, include the affected app, a clear description, approximate time, reproduction steps, expected and actual behavior, and relevant screenshots. Do not send passwords, API tokens, access keys, or other secrets.
Security incidents
Potential vulnerabilities or security incidents should be reported to security@noeapps.com. Security reports are prioritized based on potential impact and exploitability.
Changes to this SLA
This SLA may be updated as NoeApps products and support operations evolve. Material changes will be reflected on this public page.
Last updated: 16 September 2026.