Support and service levels
How to get help with TreeCraft: Issue Hierarchies, when we work, and how quickly we answer. This page is part of section 4 of our terms of service.
How to reach us
- Plugincraft Support, our help center, at plugincraft.atlassian.net/helpcenter/PCSUP. Sign in with your Atlassian account, the one you use for Jira, and pick a form: Ask a question, Report a problem, Suggest an improvement, Licensing and billing, or Security, privacy and data. You follow the request there, and you can answer our replies by email.
- Email, if you can't sign in: info@plugincraft.ca.
To report a vulnerability, follow the Vulnerability Disclosure Policy.
Support hours
Monday to Friday, 9:00 to 17:00 Eastern Time (Montréal), except Québec statutory holidays. We answer in English and French. A request that arrives outside these hours counts from the start of the next business day.
Response times
When you report a problem, the help center asks "How much does this affect your work?". Your answer sets how quickly we respond.
| Request | First response |
|---|---|
| A problem where "My team can't work": the app is unusable, or a security matter | Within 24 hours, five business days a week |
| A problem where "Work is slowed down" or that is "Small or cosmetic" | Usually within two business days |
| A question, a licensing or billing request, or a security, privacy and data question | Usually within two business days |
| A suggestion | No response target |
| A security alert from Atlassian | Within 8 business hours |
We don't promise a time to resolution. Apart from the times on this page, we don't promise fixed response or resolution times unless we agree to them in writing. How we handle incidents that affect your data or the app's security is set out in Incident Response.