Support Policy

Last Updated: January 1, 2025

1. Support Hours & Availability

2. Contact Methods

You can reach our support team through the following channels:

• Email: contactcheapai@gmail.com (preferred)
• Web Portal: cheap-ai.net (submit tickets via contact form)

3. Response Times

We are committed to acknowledging all support requests within:

• Initial Response: Within 7 business days of submission
• Resolution Target: Within 30 days for standard issues
• Complex Issues: May require additional time; we'll provide status updates every 7 days

4. Scope of Support

We Provide Support For:

• Installation and initial configuration of Cheap AI for Workplace
• Plugin functionality issues (prompt generation, data fetching)
• Compatibility questions with supported Jira versions
• Bug reports and unexpected behavior
• Documentation clarification
• Integration issues with standard Jira configurations

We Do NOT Provide Support For:

• Custom Jira configurations or third-party plugin conflicts
• Atlassian Jira platform issues (contact Atlassian directly)
• AI tool-specific questions (ChatGPT, Claude, etc.)
• Custom development or feature requests (covered separately)
• On-site training or consulting
• Data recovery from Jira backups

5. Support Tiers & Priority

Priority Levels:

• 🔴 Critical: Plugin completely non-functional, blocking all users
  Response: 7 days, Resolution: 14 days
• 🟡 High: Major feature broken, workarounds available
  Response: 7 days, Resolution: 21 days
• 🟢 Standard: Minor bugs, feature questions, documentation issues
  Response: 7 days, Resolution: 30 days

6. Version Support

We provide support for:

• The current major version and one previous major version of the plugin
• Jira Cloud, Jira Data Center, and Jira Server (versions still supported by Atlassian)
• We reserve the right to end support for Jira versions that Atlassian has deprecated

End-of-Life Policy

When a new major version is released, the previous version enters a 90-day grace period before support ends. We'll notify users 30 days before end-of-support.

7. How to Submit a Support Request

To ensure timely resolution, please include:

• Your Jira version (Cloud, Data Center, or Server + version number)
• Cheap AI for Workplace plugin version
• Clear description of the issue and steps to reproduce
• Screenshots or error messages (do NOT include sensitive Jira data)
• Whether the issue is consistent or intermittent
• Number of users affected

8. Escalation Process

If you're not satisfied with the support received:

1. Reply to the original email thread explaining your concerns
2. We'll escalate to the plugin developer for direct review
3. If unresolved, we'll schedule a call during the next available support window

9. Data Privacy in Support

When submitting support requests:

• Do NOT include passwords, API keys, or credentials
• Do NOT attach exports of sensitive Jira issues
• We may request sanitized logs or screenshots to diagnose issues
• All support communications are deleted after 90 days

10. Changes to This Policy

This Support Policy may be updated with 30 days' notice. Changes will be posted on this page and communicated via email to registered users.

11. Limitations

This Support Policy is provided as part of your plugin license. It does not create a separate legal obligation beyond the EULA. Support is provided on a "best effort" basis given our limited support window.

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