SUPPORT
Support policy
A safe, evidence-led support process for AccessLens scans, findings and access questions.
Contact
Submit product support, privacy or private security requests through the TechnofyStore JSM support portal.
Service hours are Monday–Friday, 09:00–18:00 Europe/Madrid, excluding Spanish national public holidays.
Severity and initial response targets
| Severity | Definition | Initial response |
|---|---|---|
| P1 | Confirmed unauthorised disclosure or a complete, widespread service failure. | 4 business hours |
| P2 | Core scanning or administration workflow unavailable without a reasonable workaround. | 1 business day |
| P3 | Degraded or non-critical behaviour with a workaround. | 2 business days |
| P4 | Question, documentation, enhancement or cosmetic issue. | 3 business days |
Targets cover acknowledgement and initial triage, not guaranteed resolution. Requests outside service hours start in the next service window.
Safe diagnostic workflow
- Provide the Atlassian site URL, environment, app version, timestamp, affected page or space ID, and any visible correlation ID.
- Do not include credentials, full page bodies, attachments or unnecessary personal data.
- Support correlates the information with Forge logs and documented scan behaviour.
- Security and cross-tenant disclosure reports move immediately to private handling.
Operational boundaries
Support can help interpret application behaviour and diagnose failures, but cannot certify accessibility conformance or make content changes on the customer's behalf. Customers remain responsible for reviewing and remediating page content.