Business Sign-off & Approval for Jira
All customers with a valid Jira Cloud Marketplace license for Business Sign-off & Approval, including trial/evaluation licenses and valid $0/free-tier Marketplace licenses, receive Standard Support as described in this policy. Cahaba Forge LLC may introduce additional support tiers in the future.
This Support Policy is incorporated by reference into the Cahaba Forge End User License Agreement (EULA) and forms part of the contractual relationship between Cahaba Forge LLC and Licensee. In the event of a conflict between this Support Policy and the EULA, the EULA shall control.
Business Sign-off & Approval for Jira is built on the Atlassian Forge platform and runs entirely within Atlassian’s cloud infrastructure.
Cahaba Forge is responsible for:
Atlassian is responsible for:
Some service availability and performance characteristics depend on Atlassian’s Forge platform and Jira Cloud services. Incidents caused by Atlassian platform outages will be tracked and communicated, but resolution timelines are subject to Atlassian’s remediation efforts.
| Channel | Details |
|---|---|
| support@cahabaforge.com | |
| Support Portal | https://cahabaforge.com/contact |
Both official channels start the response clock upon receipt. Customers may receive an automated acknowledgement; it is not a substantive first response.
Documentation and Atlassian Community are informational/self-service resources and do not start the support response clock.
| Severity | Description |
|---|---|
| Critical | App functionality is unavailable or unusable across one or more Jira Cloud projects (e.g., approvals cannot be completed or recorded, audit trail inaccessible, app prevents normal Jira usage) |
| High | Major feature is non-functional with no reasonable workaround (e.g., approvals cannot be recorded, workflow validators failing, email notifications not sending) |
| Medium | Feature is operational but with a limitation or workaround required (e.g., CSV export failing, UI display issue, configuration not saving correctly) |
| Low | Questions, feature requests, documentation clarifications, minor cosmetic issues |
First-response times are measured in business days from receipt of a request through either official supported channel. An automated acknowledgement confirms receipt but does not constitute the substantive first response. These are first-response commitments, not resolution SLAs.
| Severity | Target First Response |
|---|---|
| Critical | 1 business day |
| High | 2 business days |
| Medium | 3 business days |
| Low | 5 business days |
Cahaba Forge is committed to meeting the response time targets defined in this policy for supported customers. While resolution times may vary based on issue complexity and dependencies on the Atlassian Cloud platform, Cahaba Forge will respond to reported issues within the target timeframes under normal operating conditions.
The response time commitments in this section constitute Cahaba Forge LLC’s service level commitments for the App. Infrastructure availability, hosting, and platform performance are provided by Atlassian’s Forge platform and Jira Cloud services and are subject to Atlassian’s own service level commitments. Cahaba Forge LLC does not provide separate uptime or availability commitments for infrastructure operated by Atlassian.
Cahaba Forge will make commercially reasonable efforts to resolve confirmed defects as expeditiously as possible, with priority given based on severity classification. Resolution may include configuration guidance, a workaround, a patch, or a fix in the next scheduled release.
Because Business Sign-off runs on Jira Cloud and the Atlassian Forge platform, resolution timelines may depend on upstream Atlassian platform availability or behavior.
| Details | |
|---|---|
| Business Hours | Monday through Friday, 9:00 AM – 5:00 PM Central Time (US) |
| Timezone | CT (UTC-6 / UTC-5 during daylight saving) |
| Holidays | US federal holidays observed (as published by the U.S. Office of Personnel Management at opm.gov) |
Critical severity issues submitted outside business hours will be acknowledged and triaged on the next business day. In exceptional cases where a widespread outage or data integrity issue is suspected, Cahaba Forge may respond sooner at its discretion.
When submitting a bug report, include the following information to help us resolve the issue quickly:
1. Environment details:
2. Problem description:
3. Supporting materials:
4. Severity assessment:
When providing screenshots, logs, console output, or other diagnostic materials, customers should avoid including passwords, API tokens, secrets, or unnecessary personal or sensitive information. If potentially sensitive diagnostic material is necessary, contact Cahaba Forge Support for guidance before submitting it.
Administrators can enable additional diagnostic logging on the App’s global configuration page for a configured period of 1–8 hours. Standard operational error and warning logs remain active. The diagnostic duration controls additional logging; it does not delete previously collected log entries. Logs can include account and issue identifiers used for troubleshooting. See Section 9 of the Privacy Policy for logging, developer access, and Atlassian-controlled retention. Cahaba Forge support may ask you to enable diagnostic logging to assist with issue diagnosis.
Feature requests are welcome and can be submitted through the same support channels. Please include:
Feature requests are tracked and prioritized for future releases. There is no guaranteed timeline for feature request implementation.
Support covers:
Support does not cover:
The Standard Support recovery limitation does not override separate DPA/privacy obligations concerning reasonable assistance with applicable deletion, return, erasure, or Data Subject requests.
If you discover a security vulnerability in Business Sign-off, please report it responsibly:
Cahaba Forge targets the following remediation timelines for confirmed vulnerabilities:
Vulnerabilities in the Atlassian Forge platform, Jira Cloud, or other Atlassian-managed infrastructure are outside the scope of these remediation timelines and are subject to Atlassian’s own security response processes. Cahaba Forge will assist in reporting such issues to Atlassian.
Personal Data Breach notification is governed by Section 12 of the Data Processing Addendum, which takes precedence over this Support Policy for breach notification matters. Cahaba Forge shall notify Licensee without undue delay and in any event within 72 hours after becoming aware of a Personal Data Breach affecting Licensee’s Personal Data processed by the App. For breaches originating in Atlassian-managed infrastructure, awareness through Atlassian or another reliable source starts the obligation. This obligation is separate from ordinary support response targets and business hours.
App updates are delivered through Atlassian’s Forge platform. Updates that add permissions require site-administrator review and approval before the upgrade applies; other administrator actions may be described in the release notes. See the Cloud Release Notes for version-specific upgrade requirements.
In the event that Business Sign-off & Approval for Jira is discontinued:
Cahaba Forge LLC may update this Support Policy to reflect changes in support practices, capabilities, or business operations. Material changes — including changes to response time commitments, severity classifications, or support scope — will be communicated with at least thirty (30) days’ prior notice through the Cahaba Forge website and/or email notification. Routine corrections, clarifications, formatting changes, and other non-substantive updates do not trigger the thirty (30)-day material-change notice requirement. The “Last Updated” date at the top of this document indicates when the policy was last revised.
Cahaba Forge LLC | https://cahabaforge.com