Business Sign-off & Approval for Jira Cloud
All customers with a valid Jira Cloud Marketplace license for Business Sign-off & Approval 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, except with respect to the specific support practices described herein.
Business Sign-off & Approval for Jira Cloud 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 |
| 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 |
Response times are measured in business days from the time a properly categorized support request is received through a supported channel.
| 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:
Business Sign-off includes a built-in diagnostic logging toggle on the app’s global configuration page. When enabled, the app captures detailed trace logs for troubleshooting. Diagnostic logging automatically expires after the configured duration (1–8 hours) to prevent excessive log volume. Details of what is and is not captured in diagnostic logs are set out in the Cahaba Forge Privacy Policy, Diagnostic Logging section. 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:
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.
Note on Personal Data Breach notification: If a confirmed security vulnerability results in, or is reasonably believed to have resulted in, a Personal Data Breach affecting a Licensee’s data, Cahaba Forge’s notification obligations are governed by Section 12 of the Cahaba Forge Data Processing Addendum, which takes precedence over this Support Policy for breach notification matters.
App updates are delivered automatically through the Atlassian Forge platform. When a new version is published, it is deployed to all customer sites — no manual action is required.
In the event that Business Sign-off & Approval for Jira Cloud 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. The “Last Updated” date at the top of this document indicates when the policy was last revised.
Cahaba Forge LLC | https://cahabaforge.com