Support & Service Level Agreement

Hours of Operation

Support for GTM Playbooks for Jira is provided Monday–Friday, 9:00 AM–6:00 PM Eastern Time (EST/EDT), excluding U.S. federal holidays. Requests submitted outside these hours are received and queued automatically, and are handled at the start of the next business day.

How to Reach Support

Support is provided directly by Makeinfo, the publisher of GTM Playbooks for Jira, by email:

• Email: [email protected]
• Contact form: makeinfo.co/contacts

This is the same support channel referenced in the GTM Playbooks for Jira Terms of Service and Privacy Policy. Please include your Atlassian site URL and a description of the issue so we can help as quickly as possible.

Severity Levels and Response Times

We aim to send a first response within the following windows, measured in business hours as defined under Hours of Operation above. These are first-response targets, not resolution guarantees — some issues take longer to fully resolve than others.

Critical

The app is completely inaccessible or unusable for all users on a site — for example, the panel fails to load, or checklist progress is not saving.
First response: within 8 business hours.

High

A specific feature is broken or behaving incorrectly for some users, without a full outage — for example, a built-in playbook fails to apply, or the library shows incorrect data.
First response: within 24 business hours.

Normal

General questions, minor bugs, and feature requests.
First response: within 48 business hours.

What's Covered

• Installation and setup issues with the app.
• Bugs or unexpected behavior in the app itself.
• Questions about how playbooks and checklists work.

What's Not Covered

The following are outside the scope of this support agreement:

• Atlassian platform or Jira Cloud outages — the app runs entirely on Atlassian's Forge platform, so its availability depends on Atlassian's infrastructure. Platform status is tracked at status.atlassian.com.
• Billing, invoicing, and refunds — the app is sold through the Atlassian Marketplace, and Atlassian is the merchant of record. Billing questions are handled by Atlassian under its Marketplace Terms of Use, as described in Section 4 of our Terms of Service.

Contact Us

If you need help with GTM Playbooks for Jira, please reach out: