Support & Service Level Agreement

Effective 23 September 2026

This page describes the support HLP Labs provides for its Atlassian Marketplace apps (Checklists and Merge).

How to get help

Email hermogenes@hlp-labs.com. Include the app name, your Atlassian site URL, what you expected, what happened, and screenshots if you can.

Support hours

Monday to Friday, 9:00 to 17:00 US Eastern Time (New York), excluding US public holidays.

Response targets

These are targets for our first reply, measured in business hours. They are not guaranteed times to resolve an issue.

Priority	Meaning	First response
Critical	The app is unusable or causes data loss	1 business day
High	A major feature is broken with no workaround	2 business days
Normal	Bugs with a workaround, questions, how-to	3 business days
Low	Feature requests, feedback	5 business days

What's covered

• Installing, configuring and using the apps
• Bugs in the apps, including fixes released as app updates
• Security issues (report to the same email and put "Security" in the subject)

What's not covered

• Outages or problems in Jira, Jira Service Management, or the Atlassian Forge platform itself. See status.atlassian.com.
• Custom development, integrations or training

Availability

The apps run on Atlassian's infrastructure, so their availability follows Atlassian Cloud's. We do not operate separate servers.

Changes

We may update this page. The effective date above shows the latest version.