Support Service Level Agreement
Product: Conf2Git – Markdown Sync for Confluence
Provider: Magnascale Inc.
Effective date: August 2026
1. Support Hours
Magnascale provides standard customer support Monday through Friday, 9:00 a.m. to 5:00 p.m. Eastern Time (ET), excluding statutory holidays observed in Ontario, Canada.
Support requests received outside these hours will be considered received at the beginning of the next support day.
2. Contacting Support
Customers may contact Magnascale support through:
- Support: Contact us
- Documentation: Conf2Git documentation
Please include sufficient information to investigate the issue, including a description of the problem, relevant error messages, steps to reproduce the issue where applicable, and any other relevant diagnostic information.
3. Severity Levels and Initial Response Targets
| Severity | Description | Initial Response Target |
|---|---|---|
| Severity 1 – Critical | The app is unavailable or a critical function is unusable for multiple users, with no reasonable workaround. Includes suspected data loss or serious security-related incidents. | 4 business hours |
| Severity 2 – High | A major feature is materially impaired, but the app remains partially usable or a workaround exists. | 1 business day |
| Severity 3 – Normal | A non-critical defect, configuration issue, or product question that does not materially prevent use of the app. | 2 business days |
| Severity 4 – Low | General questions, documentation feedback, cosmetic issues, or feature requests. | 3 business days |
Initial response targets represent the time within which Magnascale will acknowledge and begin assessing a support request. They do not represent a guaranteed resolution time.
4. Resolution and Updates
Magnascale will use commercially reasonable efforts to investigate and resolve confirmed product issues as quickly as practical.
Resolution times vary according to the nature and complexity of the issue, the availability of diagnostic information, and whether resolution depends on services or changes provided by third parties.
For critical incidents, Magnascale will provide reasonable progress updates while the incident remains under active investigation.
5. Third-Party Services
Conf2Git integrates with services provided by third parties, including Atlassian and GitHub.
Magnascale cannot guarantee the availability or performance of third-party platforms, APIs, infrastructure, or services. Issues caused by an outage, limitation, rate limit, API change, configuration, or other condition outside Magnascale’s reasonable control are not subject to guaranteed resolution times.
Magnascale will nevertheless make reasonable efforts to diagnose such issues and, where appropriate, identify workarounds or coordinate with the applicable service provider.
6. Customer Responsibilities
To allow Magnascale to provide effective support, customers are expected to:
- Provide accurate information about the affected environment and issue.
- Provide relevant logs, error messages, or diagnostic information when requested.
- Maintain supported Atlassian and GitHub configurations.
- Cooperate with reasonable troubleshooting requests.
- Ensure that appropriate administrators are available when changes to customer-controlled systems or permissions are required.
Delays caused by missing information or lack of required customer access may affect investigation and resolution timelines.
7. Scope of Support
Standard support includes:
- Product defects.
- Installation and configuration questions.
- Problems using documented product functionality.
- Integration issues involving supported Atlassian and GitHub functionality.
- Questions regarding documented product behaviour.
Standard support does not include:
- Custom software development or consulting.
- Unsupported modifications or integrations.
- Administration of a customer’s Atlassian or GitHub environment.
- Issues caused solely by third-party products or services outside Magnascale’s control.
- Feature requests, although suggestions are welcomed and may be considered for future releases.
8. Security Issues
Suspected security vulnerabilities should be reported promptly to us here: Contact us
Reports should include sufficient information for Magnascale to reproduce and assess the issue. Customers should avoid including unnecessary sensitive information in support requests.
9. Changes to this SLA
Magnascale may update this Support Service Level Agreement from time to time. Material changes will be reflected in the version published on Magnascale’s website.
The SLA applicable to a support request is the version published when the request is submitted.