Support Policy
| Owner | Flowdence Support and Product |
| Applies to app | ApprovalFlow for Confluence |
| Review cadence | Quarterly and before listing updates |
Support channels
Section titled “Support channels”- Primary support contact: support@flowdence.io or Flowdence Support
- Escalation contact: support@flowdence.io
Coverage
Section titled “Coverage”- Standard support window: Australia/Melbourne (AEST/AEDT, UTC+10/UTC+11), 8x5 business hours
- Coverage model: 8x5 unless app policy declares otherwise.
Severity model and response targets
Section titled “Severity model and response targets”| Severity | Definition | Initial response target | Update cadence |
|---|---|---|---|
| Sev 1 | Service outage or active security incident | within 8 business hours | every 4 business hours until stabilization, then daily |
| Sev 2 | Major degradation with significant impact | within 8 business hours | daily until resolution |
| Sev 3 | Partial degradation or workaround available | within 8 business hours | every 2 business days |
| Sev 4 | Informational request or minor issue | within 8 business hours | weekly or at closure |
Resolution target
Section titled “Resolution target”- Target resolution window: within 5 business days where feasible.
- If full resolution requires longer, provide mitigation/workaround and a revised ETA.
Ticket intake requirements
Section titled “Ticket intake requirements”- Site URL and product context.
- Space ID and page ID (if applicable).
- Timestamp with timezone.
- Steps to reproduce.
- Screenshots or log excerpts (without sensitive content).
Escalation
Section titled “Escalation”Support escalates to engineering and security according to app-specific runbooks.
Shared baseline policies
Section titled “Shared baseline policies”This app-specific policy is read together with the shared Flowdence baseline: