Service Level Agreement

Space Access Audit for Confluence · Effective 11 September 2026

In short: support is provided directly by the engineers who build the app, in English and Chinese. Requests are triaged by impact. We do not publish response-time targets — we would rather answer properly than answer fast — and this page states the service terms that we do stand behind.

Scope

This agreement covers the Atlassian Marketplace app Space Access Audit for Confluence, in all versions distributed through the Atlassian Marketplace, for customers on a paid-via-Atlassian subscription as well as evaluators during the trial period.

Support channels

Channel	Details
Email	support@boundlessstream.com — the primary channel for bug reports, findings questions and feature requests.
Documentation	App documentation, including the section on what the app cannot detect.
Security reports	support@boundlessstream.com — see the Security Statement for the disclosure policy.
Languages	English and Chinese.

Prioritisation

Requests are triaged by impact rather than by arrival order:

Problems that prevent you from using the app at all, or a security issue in the app.
Incorrect or missing results — a finding you believe is wrong, a space that failed to scan, an export that failed.
Questions about how results are produced, and feature requests.

We do not publish response-time targets. If you need a defined response commitment for a procurement or security review, contact us and we will tell you honestly what we can agree to for your organisation.

Availability

The app runs entirely on Atlassian's Forge platform and has no service of our own, so its availability follows your Confluence Cloud availability. There is no separate uptime figure for us to publish or maintain.
There are no maintenance windows we control. New versions are published to the Marketplace; your administrator decides when to update.
If Atlassian's platform is degraded, the app is affected at the same time as Confluence itself; those incidents are handled by Atlassian.

Response to defects

A confirmed defect in the app is fixed in a new Marketplace version. Because deployment is administrator-controlled, we do not push changes into your site.
Where a defect affects the correctness of audit results, we fix the rule and its test before publishing, and the fix is described in the release notes.
Where a check cannot be performed reliably, the app disables it and states why on screen instead of returning a misleading result. This behaviour is part of the service, not an exception to it.

Escalation

If a request is not progressing, reply to the same email thread with "ESCALATE" in the subject, or write to support@boundlessstream.com and ask for the escalation path. Escalations are handled by the team that builds the app; there is no support tier in between.

Security incidents

If a security issue affecting customers is confirmed, we notify affected customers and Atlassian, and publish a fixed version as soon as it is available. Because the app has no external infrastructure, the scope of any incident is limited to Forge-resident code and configuration.

Changes to this agreement

This page always reflects the current service terms and shows the effective date at the top. Material changes are described in the app's release notes. Custom terms agreed in writing for a specific customer take precedence over this page for that customer.