Support SLA
Effective: 10 April 2026
Support Channels
- Atlassian Marketplace — support portal via the marketplace listing
- Email — [email protected]
Response Times
| Severity | Description | Target Response |
|---|---|---|
| Critical | App unavailable, data loss risk | 1 business day |
| High | Major feature broken, no workaround | 1 business day |
| Medium | Feature issue with workaround available | 2 business days |
| Low | Question, enhancement request | 3 business days |
Business Hours
Monday – Friday, 09:00 – 18:00 EET (Cyprus, UTC+2 / UTC+3 DST). Excludes Cyprus public holidays.
Security Vulnerabilities
Report security issues to [email protected]. Security reports are acknowledged within 24 hours regardless of severity level.
Per Atlassian Marketplace policy, critical vulnerabilities are addressed within 10 business days.
Escalation
Direct founder access. No ticket queue, no chatbot, no "we'll get back to you." Every support request is handled by the person who builds the product.
Vendor Continuity
If DailyMind LTD ceases operations:
- Existing installations continue functioning — the app runs on Atlassian Forge infrastructure, independent of our servers
- Data remains accessible — all data is stored in Atlassian's Entity Store and remains available through the app
- Full data portability — CSV export provides complete data extraction at any time
- Platform retention — Atlassian retains per-installation data after uninstall per Atlassian’s published Forge data lifecycle and Standard Data Retention and Disposal policy (see Atlassian Forge data lifecycle; aligns with the Data Processing Agreement)
- Source code — maintained in private git repository with automated backups
Contact
General support: [email protected]
Security issues: [email protected]
DailyMind LTD
Limassol, Cyprus