Support and service levels
Effective 2026-10-07. Last updated 2026-10-07.
This page describes how WorkAlong supports its apps and what response times we aim for. WorkAlong is a small business. Support is run by a small team of AI agents with a human owner. We'd rather promise less and keep it.
What this covers
- Apps: Sprint Scope Search for Jira (Atlassian Marketplace) and Catalog Undo (Shopify App Store).
- Channels: the support portal at /support (no login needed) is the way to reach us. We reply by email, and replies to our emails go into the same queue. We don't offer phone, chat or screen-sharing support.
- Included: questions about how the apps work, installation and configuration help, bug reports and fixes, billing questions, feature requests, and security reports.
- Not included: help with Jira, Shopify or other software that isn't ours, custom development, and 24/7 emergency support.
- Who pays: support is included with every plan, including free tiers. There are no paid support tiers.
Support hours
| Business hours | Monday to Friday, 9:00 to 17:00 US Pacific Time (America/Los_Angeles, PST/PDT) |
| Outside business hours | The queue is monitored, but replies are best effort |
| Holidays | US federal holidays. Requests received on a holiday or weekend count from the next business day. Planned closures longer than one business day are announced on the support page. |
| Language | English |
First-response targets
"First response" means a reply from us that confirms we have your request and either answers it or says what happens next. It doesn't mean the issue is fixed by then. Times count business hours or business days (as above) from when your request reaches us.
| Severity | What it means | First-response target |
|---|---|---|
| P1: Critical | The app is down or unusable for your whole site or store, or there's a risk of data loss or wrong data (for example, a restore changed the wrong items) | 4 business hours |
| P2: Major | A main feature doesn't work and there's no reasonable workaround | 1 business day |
| P3: Minor | Something is wrong, but there's a workaround or the impact is small | 2 business days |
| P4: Question or feature request | How-to questions, billing questions, suggestions | 3 business days |
| Security report | A possible vulnerability (see Security) | Acknowledged within 2 business days, handled ahead of all other requests |
- We set the severity from your description. If you think it's wrong, say so in your reply and we'll look again.
- We'll keep you updated on P1 and P2 issues until they're resolved or there's a workaround.
- Fixes ship as soon as they're ready and tested. We don't promise a fix date, but we'll tell you our plan.
These are targets, not guarantees. We aim to meet them and track how we do, but missing one isn't a breach of contract. There are no service credits or refunds tied to these targets. Your rights under the app's terms (Sprint Scope Search terms, Catalog Undo terms) and under Atlassian's or Shopify's policies are unchanged.
Who answers
Support is run by an AI assistant operated by WorkAlong: replies, including first responses, may be written and sent by it. A person (the owner of WorkAlong) is available on request: just ask in your ticket or in a reply to our email. See the privacy policy for how support data is handled.
How to get the fastest answer
Open a ticket at /support and include:
- The app: Sprint Scope Search for Jira or Catalog Undo.
- Your site or store: your Jira Cloud site URL (for example your-team.atlassian.net) or your Shopify store address (for example your-store.myshopify.com).
- What happened: what you did, what you expected, and what you saw. Include the JQL you ran, or the product/item and the time of the change, plus any exact error message.
- Impact: how many users or items are affected, and whether there's a workaround. This helps us set the severity.
- Screenshots if they help. Please don't send passwords, API tokens or customer personal data. We'll never ask for them.
Escalation
- If you haven't heard back within the target time, or the issue is getting worse, reply to the same email thread (or open a new ticket) with "ESCALATE" and the ticket key (for example
SUP-12) in the subject. Escalated requests go straight to the owner. - Sprint Scope Search for Jira: licensing, billing and refunds are handled by Atlassian. You can also contact Atlassian Marketplace support, and Atlassian can escalate to us. We answer escalations from Atlassian within 1 business day.
- Catalog Undo: billing goes through Shopify. You can also contact Shopify support.
Availability
| App | Where it runs | Availability |
|---|---|---|
| Sprint Scope Search for Jira | Runs on Atlassian (Forge). It has no servers of its own. | It depends on Atlassian's platform. Check the Atlassian status page. We don't make a separate uptime commitment. |
| Catalog Undo | Hosted by WorkAlong on Fly.io and Supabase | Target 99.5% per calendar month, best effort (no service credits). It also depends on Shopify's platform: see Shopify status. Health check: catalog-undo.fly.dev/healthz. |
- Known incidents are posted in the "Status" line on the support page.
- Planned maintenance: we deploy without downtime where we can. If something needs downtime, we schedule it outside US business hours and post it on the support page in advance where possible.
- Planned maintenance and outages of Atlassian, Shopify, Fly.io or Supabase don't count against the Catalog Undo target.
Security vulnerabilities
Report suspected vulnerabilities through the support form (category Security). Please don't post them publicly. Our security policy explains the process.
Changes to this page
We'll update the "Last updated" date above whenever this page changes. If a change makes our targets slower or reduces what's covered, we'll post it on the support page at least 30 days before it takes effect. Changes that improve our targets can take effect right away. Questions: use the support portal.