Support
Support for Shakamize Document Approval and Audit Trail for Confluence is handled directly by Shakamize Ltd, by the person who builds the app. It does not go through a general enquiry queue.
Email support
The support channel for this app.
Response targets
- Critical requests: a response within 24 hours, including weekends and public holidays. This applies whenever the request is raised.
- Everything else: a response within five business days. Business days are Sunday to Thursday, Israel time.
The 24 hour target has a mechanism behind it rather than good intentions. Mail to this address is delivered to a phone that raises a notification for it, which is the same arrangement the security policy relies on for incident reports. It is not a promise of cover around the clock, and there is no shift, no team and no service desk behind the address.
This address is the whole support channel, by choice. There is no ticket portal to register for, no separate account, and no queue in front of the person who wrote the code. If you are looking for a support ticketing URL for this app, this page is it.
What to include
- Your Atlassian site URL, so we can identify the installation.
- The page or document affected, and the approval state you expected versus the one you saw.
- The Confluence role of the user affected: site admin, space admin, author, approver or reader.
- The time the problem occurred, with the timezone.
- For a verification failure, the verification output as exported, unedited.
We do not need the body of a controlled document in order to investigate an approval or audit trail problem. Send identifiers and states, not the content itself.
Security reports
Report suspected security issues to the same address, with SECURITY in the subject line. Please give us a reasonable window to respond before disclosing publicly.
Privacy and data requests
How this app handles data, and how to make a data subject request including erasure, is set out in the privacy policy.