Applies to Crosscheck for Confluence on paid plans. Last updated 27 July 2026.
Summary. Crosscheck runs on Atlassian's infrastructure, so platform availability is governed by Atlassian's own service commitments rather than mine. What I commit to here is support responsiveness: acknowledging and working your issues within defined timeframes, and handling security matters urgently.
This agreement applies to organisations on a paid Crosscheck plan. Free-plan users receive support on a best-effort basis and are not covered by the response targets below.
Crosscheck is an Atlassian Forge app. It executes entirely on compute and storage operated by Atlassian; I operate no servers involved in delivering the service.
Consequently, availability of the underlying platform is governed by Atlassian's service commitments to you, under your Atlassian Cloud subscription, and not by this document. I do not offer an independent uptime percentage, because doing so would be a promise about infrastructure I neither operate nor monitor.
What I am responsible for is the correctness and maintenance of the app itself, and the support commitments set out below.
Monday to Friday, 9:00 AM – 5:00 PM US Central Time, excluding US public holidays. Support is provided in English, by email, at support@timschartman.com.
A "business day" below means a day within those hours.
Targets are for a substantive first response from a person, not an automated acknowledgement.
| Severity | Definition | First response |
|---|---|---|
| 1 — Critical | Suspected security or data-exposure issue, or the app is unusable for all users in your site | 1 business day |
| 2 — High | A core capability is broken: scans fail to complete, or findings are not produced | 2 business days |
| 3 — Normal | A defect with a workaround, incorrect results, billing or configuration questions | 2 business days |
| 4 — Low | Feature requests, documentation feedback, general enquiries | 5 business days |
Severity is assigned by me on receipt, in good faith, based on the described impact. If you believe an issue has been under-classified, say so in reply and it will be reviewed.
No fixed resolution time is promised, for the honest reason that resolution time depends on the cause — and some causes lie in the Atlassian platform rather than in this app. What is committed is that Severity 1 and 2 issues are worked continuously during support hours until resolved or a workaround is in place, and that you receive a progress update at least every 2 business days until closure.
Suspected vulnerabilities are always Severity 1. Report them to support@timschartman.com with "SECURITY" in the subject line.
The app requires no maintenance windows: updates deploy without service interruption, and there is no separate infrastructure to take offline.
Crosscheck is maintained by an individual. Where I expect to be unavailable for more than three consecutive business days, notice is posted in advance on the support page, and Severity 1 security reports continue to be monitored throughout. This is stated openly because a commitment that quietly lapses during a holiday is worth less than one that says when it applies.
These targets do not apply to:
This agreement does not provide service credits. Instead, if I fail to meet a Severity 1 or Severity 2 first-response target and you are materially affected, you may cancel your subscription immediately and request a pro-rata refund of the unused portion of your current billing period, by writing to support@timschartman.com.
Billing and refunds are administered by Atlassian under the Atlassian Marketplace Terms of Use, which govern in the event of any conflict with this document.
Material changes are published here with an updated date, and where they reduce a commitment, are notified to paying customers at least 30 days in advance.