ApprovalFlow 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).
- Workflow name or workflow ID.
- Approval status shown in the byline or Approval Queue.
- Whether the issue affects submission, approval, rejection, reset, analytics, or workflow assignment.
- Timestamp with timezone.
- Steps to reproduce.
- Screenshots or log excerpts (without sensitive content).
ApprovalFlow troubleshooting scope
Section titled “ApprovalFlow troubleshooting scope”Support can help investigate missing byline actions, workflow assignment issues, unexpected Approval Queue state, analytics export problems, and permission-related behavior in the Workflows or Manage Space tabs. Support cannot define customer governance rules, decide whether a page should pass review, or recover Confluence page content outside Atlassian’s platform controls.
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: