Support and Maintenance

1. Overview

This document describes the support and maintenance ITSM Ltd provides for WarrantySync (the “App”). It forms part of the End User Terms.

Channel	Email only — support@itsm-ltd.com
Escalation	steven@itsm-ltd.com (see section 8)
Hours	09:00–17:00 UK time (GMT/BST), Monday to Friday
Non-working days	Weekends and England & Wales public and bank holidays
Language	English
Eligibility	Any organisation with the App installed on a Jira Cloud site
Commitment type	First-response targets — not resolution times

The App is free and we are a small, focused team. We would rather commit to targets we consistently meet than publish an SLA we cannot honour. Everything below is written on that basis.

2. Who can raise a request

Support is available to Atlassian site administrators and named technical contacts of any organisation with the App installed. There is no paid tier and no support entitlement to buy: the targets in section 5 apply to every installation.

We may ask you to confirm your Atlassian site URL, or your Support Entitlement Number (SEN) where one exists, before we can act on a request.

3. How to raise a request

Email support@itsm-ltd.com. To help us respond usefully first time, please include:

1. The App name and version — the version is shown in the dashboard footer — and your Atlassian site URL.
2. Whether you are using the JSM Assets source or the Jira issues source, and which project or object schema is affected.
3. Which manufacturers you have connected, and whether the problem affects one of them or all.
4. What you expected to happen and what actually happened.
5. Steps to reproduce.
6. The date, time (with timezone) and approximate frequency of the issue, and the run identifier from the run log if one is shown.
7. Screenshots or error messages, with any sensitive content redacted.
8. Your assessment of business impact and the number of devices affected.

Please do not send credentials, API tokens or personal data that is not necessary to diagnose the issue. Never send us a manufacturer credential — we will never ask for one, and we cannot use it. Anything you do send is handled in accordance with our Privacy Policy at https://warranty.itsm-ltd.com/legal/privacy-policy.

4. Support hours and how targets are measured

4.1 Support hours are 09:00 to 17:00 UK time, Monday to Friday, excluding public and bank holidays in England and Wales.

4.2 Response targets are measured only during support hours. A request received at 16:45 on a Friday begins accruing time at 09:00 on the next business day. A request received at 09:15 on a Tuesday begins accruing immediately.

4.3 We do not provide 24/7, out-of-hours, weekend or telephone support.

4.4 Planned absences of more than 3 consecutive business days will be published on the App’s Marketplace support page and in the support inbox auto-reply, together with alternative arrangements.

5. Priority definitions and first-response targets

We set the initial priority from your description of impact and may adjust it after triage, telling you if we do.

Priority	Definition	First-response target
P1 — Critical	The App is unusable in production, or a defect in the App is causing data loss or corruption, or a confirmed security vulnerability is being exploited. No workaround exists.	Within 4 support hours, and in any event within 1 business day
P2 — High	A major function of the App does not work, significantly impairing business operations — for example, no manufacturer can be synced, or expiry issues are not being raised at all. A workaround may exist but is impractical.	Within 1 business day
P3 — Medium	A function does not work as documented, with limited business impact or an acceptable workaround. Includes configuration and mapping questions and minor defects.	Within 5 business days
P4 — Low	Cosmetic issues, documentation queries, general how-to questions and enhancement requests.	Within 10 business days

5.1 These are first-response targets: the time within which a person will read your request, assess it and reply substantively. They are not resolution times. Resolution depends on the nature of the defect and, where the cause lies in the Atlassian platform or a manufacturer’s API, on that third party.

5.2 For issues we accept as defects, we will confirm the priority, give an assessment of the cause and, where we can, an indicative timescale for a fix. We will update you at least weekly while a P1 or P2 defect remains open.

5.3 Where the root cause turns out to be an Atlassian platform fault, we will raise a ticket with Atlassian, give you the reference, and keep you updated — but the resolution timescale becomes Atlassian’s. Where the root cause is a manufacturer’s API, we will tell you what we can see, but we have no support relationship with that manufacturer: the account is yours, and only you can raise it with them.

5.4 Security questionnaires from your risk or procurement teams are answered within 5 business days, regardless of the P4 target above.

5.5 Security vulnerability remediation follows the timeframes in our Cloud Security Statement at https://warranty.itsm-ltd.com/legal/cloud-security-statement and is tracked separately from this priority scheme.

6. What is in scope

• Diagnosing and correcting defects in the App.
• Answering questions about the App’s documented functionality, its mapping and its warranty rules.
• Guidance on installing, upgrading and uninstalling the App.
• Advice on the App’s permissions, scopes, egress and data handling.
• Help interpreting what the App reports — pre-scan buckets, run outcomes, why a device did not sync.
• Assisting your security or procurement teams with questionnaires about the App.
• Investigating and remediating security vulnerabilities in the App.
• Reviewing enhancement requests and feeding them into our product planning.

7. What is out of scope

The following are outside this description. We will normally point you in the right direction, but we cannot commit time or targets to them.

• Obtaining, approving, renewing or restoring a manufacturer credential. Dell TechDirect is self-service but takes time to approve; Lenovo and HP credentials are issued through an account manager and are not self-service. The App includes request templates you can send, but the relationship is yours and we cannot expedite it.
• Faults, outages, rate limits, data errors or terms changes at Dell, Lenovo or HP, and the accuracy or completeness of the warranty data they return. See clause 9.5 of the End User Terms.
• Faults in Atlassian products or the Atlassian Cloud, and Atlassian platform outages, quotas and rate limits. Raise these with Atlassian Support.
• Faults in third-party apps, integrations or customisations, including interactions between the App and another Marketplace app.
• Creating fields, attributes, object types or schemas in your site. The App never creates schema; where a mapping target is missing it tells you what to create, and creating it is yours to do.
• Bespoke development, custom features, private branches or professional services. These may be available separately — contact support@itsm-ltd.com.
• Training, consultancy, data migration and general Atlassian administration.
• Estates larger than 10,000 devices.
• Support for versions of the App that are no longer supported (section 9).
• Recovery of data deleted from your Atlassian site or lost through uninstallation (see section 10).
• Support in languages other than English.

8. Escalation

8.1 If you are not satisfied with progress, reply to the existing email thread with ESCALATION in the subject line, stating why. Escalations are reviewed by Steven Godson, Director (steven@itsm-ltd.com), and acknowledged within 1 business day.

8.2 If the matter remains unresolved, contact steven@itsm-ltd.com, which reaches Steven Godson, Director, directly.

8.3 Atlassian may also direct end-user enquiries to us. We maintain a current support email address in the Atlassian Marketplace partner record for this purpose.

9. Maintenance, versioning and updates

9.1 How updates reach you. The App is a Forge app. Minor and patch releases are deployed by us and propagate automatically to every installation, without action by your administrators. You are therefore always running the current minor version of your major version. Major version upgrades, and any upgrade that adds a permission scope or a manufacturer egress host, require explicit approval by your Atlassian site administrator.

9.2 Release cadence. We aim to publish maintenance releases monthly or as required. Security fixes are released as soon as they are ready, without waiting for a scheduled release.

9.3 Release notes. Release notes are published at https://warranty.itsm-ltd.com/releases and summarised on the App’s Marketplace listing.

9.4 Supported versions. We support the current major version and the immediately preceding major version. Because minor updates are automatic, in practice all customers on a supported major version are current.

9.5 Continued maintenance. We commit to keeping the App actively maintained, including publishing at least one version update within every 18-month period, consistent with Atlassian’s requirements for maintained Marketplace apps.

9.6 Breaking changes. We will give at least 60 days’ notice before releasing a change that removes documented functionality or requires configuration work by you.

9.7 End of life. If we discontinue the App, we will give at least 90 days’ written notice to the technical contact on your licence.

9.8 Platform-driven change. Atlassian may change, deprecate or withdraw Forge capabilities, and a manufacturer may change or withdraw its API. Where either materially affects the App we will notify you as early as we reasonably can, but we control neither Atlassian’s platform roadmap nor a manufacturer’s.

10. Availability, backup and data recovery

10.1 No availability SLA. The App runs entirely on the Atlassian Forge platform, and warranty lookup depends on manufacturers’ own services. We operate and control neither. We do not offer an uptime commitment for the App. Atlassian’s own service commitments, where they apply to your subscription, are made by Atlassian.

10.2 Backups. Atlassian Cloud backs up persistent storage, including Forge app storage, for platform disaster recovery. We hold no separate backup of your data.

10.3 Recovery and export. We cannot restore individual records, undo configuration changes, or recover data deleted from your Atlassian site or lost when the App is uninstalled. If you need a record of the App’s device data, export it before making destructive changes.

The App provides a CSV export from its dashboard. Because the Forge platform offers no file-download facility, the export is presented on screen for you to copy rather than downloaded as a file, and is capped at 2,000 rows per page; the cap is shown alongside the export. Your device records themselves remain in Jira or JSM Assets and are exportable by Atlassian’s own means.

11. Your responsibilities

To let us support you effectively, please:

• keep a nominated technical contact and a current email address on your Atlassian licence;
• provide the diagnostic information in section 3 and respond to reasonable requests for further detail;
• maintain your own manufacturer credentials and renew them before they expire;
• test significant changes — particularly mapping changes and enabling per-device issues — in a sandbox or non-production Atlassian site before applying them in production;
• keep your Atlassian products and other Marketplace apps within their supported versions; and
• ensure the people contacting us have the necessary administrative access to act on our advice.

We may close a request if we have asked for information and received no response within 10 business days, having sent at least one reminder. You can reopen it at any time by replying.

12. Changes to this description

We may update this description. The current version is always published at https://warranty.itsm-ltd.com/legal/support-and-maintenance. Where a change materially reduces the support you receive, we will give at least 30 days’ notice and the change will not reduce our obligations during your then-current Subscription Term.

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Published in accordance with the Atlassian Marketplace Partner Agreement. Read alongside the Privacy Policy, End User Terms and Cloud Security Statement for WarrantySync.

This document names the app WarrantySync; it appears in Jira, and everywhere else on this site, as WarrantySync. They are the same product. Previous versions are available on request from support@itsm-ltd.com.