Support
Threadmaker support is provided by email on a best-effort basis. We aim to acknowledge new requests within one European business day and to resolve them within five.
Contact
- Support: support@cinderlab.io — product questions, sync issues, configuration help.
- Privacy / DPA / legal: contact@cinderlab.io — DPA requests, data-deletion requests (GDPR / CCPA), DSR, security disclosures.
Business hours
European business hours: Monday – Friday, 09:00 – 17:00 CET (currently UTC+1, UTC+2 during DST), excluding Polish public holidays. Requests outside these hours are queued for the next business morning. We do not currently offer out-of-hours or weekend support.
What to include in a support email
- Your Slack workspace ID (find it in the Slack admin under Workspace details) — but do not include the connection token or any OAuth credential.
- The Jira project key(s) involved.
- Approximate timestamp (UTC) and the issue key, message timestamp, or audit-log line if available — we can search from any of those.
- What you expected to happen vs. what actually happened.
Billing and refunds
Threadmaker does not directly process payments. The Slack application is free; the Jira Forge plugin is licensed and billed through the Atlassian Marketplace. For invoices, refunds, seat counts, or tax questions please contact Atlassian Marketplace support through your Atlassian admin console — we cannot issue refunds on their behalf. Refund policy follows Atlassian's standard 30-day Marketplace window.
Outage updates
Operational status is exposed via the public health endpoint
/healthz. If a Sub-processor
(Cloudflare, Atlassian, or Slack) is itself in an outage, we mirror
their status notice in the App Home tab as soon as we are aware.
Security disclosures
If you believe you have found a security vulnerability, email contact@cinderlab.io with subject "Security disclosure". We acknowledge within one business day and work in good faith with researchers under standard responsible- disclosure norms (no public disclosure before a fix; no automated bulk vulnerability scans against production).
Service Level Agreement
Support is provided on a best-effort basis under the Terms of Service §6 — we strive for high availability and prompt response, but do not commit to a specific uptime percentage at this tier and do not offer service credits.