# Support and SLA

Support for PageCycle and PageCheck runs 24 hours a day, 7 days a week. This page covers how to reach us, how fast we answer and what happens next.

Every request is answered by a person on the team that builds PageCycle and PageCheck.

| At a glance | |
|---|---|
| Hours | 24 hours a day, 7 days a week, holidays included |
| First response target | 8 hours for a critical problem, 24 hours for everything else |
| Where to ask | The [support portal](https://braingrid.atlassian.net/servicedesk/customer/portal/2), or [hello@braingrid.ai](mailto:hello@braingrid.ai) |
| Language | English |
| Cost | Included with every license and every free trial |

## How to reach us

Open a request in the [support portal](https://braingrid.atlassian.net/servicedesk/customer/portal/2) and pick the request type that fits. You can also email [hello@braingrid.ai](mailto:hello@braingrid.ai); the portal is easier to follow, because you see every reply and status change in one place.

To help us answer on the first reply, include:

- Which app, and your site's address (for example `your-site.atlassian.net`).
- What you did, what you expected and what happened instead.
- A screenshot or the exact error message, if there is one.

Both apps run on Atlassian, so we do not need access to your site or its content to help you.

## Response targets

We set each request's priority from what you tell us. If you think we set it wrong, say so and we look at it again.

| Priority | What it means | First response target |
|---|---|---|
| Critical | The app does not work for anyone on your site, its data is wrong or lost, or a security problem affects your site now | 8 hours |
| High | A main feature fails for some people and there is no workaround | 24 hours |
| Normal | Setup help, how-to questions, licensing and billing, a problem with a workaround, feature requests and suggestions | 24 hours |

Every target starts when your request arrives, whatever your time zone. High requests are worked before Normal ones. A first response is a reply from a person on the team, with what we know and the next step; the automatic confirmation the portal sends does not count.

These are targets. Missing one earns no credit or refund; the [terms](https://atlassian.braingrid.ai/terms) set out your remedies.

## After the first response

- **Critical:** we work on it every day until the problem is fixed or you have a workaround, and we update you at least every 24 hours.
- **High and Normal:** we update you when something changes, and at least once a week while the request is open.
- **Feature requests:** we tell you whether the idea is planned. Shipped ideas appear in the [release notes](https://atlassian.braingrid.ai/docs/release-notes).

Apart from security issues, whose fix deadlines the [vulnerability disclosure policy](https://atlassian.braingrid.ai/docs/security/disclosure) sets, we do not promise a time to fix, because some fixes depend on Atlassian's platform. A fix that needs no new permissions reaches your site on its own as soon as it ships. A fix that needs new permissions waits until your site admin approves the app update.

## Service availability

Both apps run inside Confluence Cloud, on Atlassian's Forge platform. When Confluence is unavailable, the apps are too: [Atlassian's status page](https://confluence.status.atlassian.com) shows Confluence's state. If Confluence works and the app does not, open a Critical request.

## What support covers

Support covers installing and setting up the apps, questions about how they work, problems, licensing, security and privacy questions, and feature requests.

It does not cover Confluence itself or other Atlassian products: [Atlassian Support](https://support.atlassian.com) helps with those. Atlassian handles payments and refunds for Marketplace apps; we help you reach the right team at Atlassian.

## Security reports

If a security problem affects your site now, open a Critical request in the portal: it only needs to say what is affected. Send the technical details to [security@braingrid.ai](mailto:security@braingrid.ai), never in the portal request.

Researchers who find a vulnerability report it to [security@braingrid.ai](mailto:security@braingrid.ai). Those reports follow the [vulnerability disclosure policy](https://atlassian.braingrid.ai/docs/security/disclosure), which sets its own acknowledgement time and fix deadlines.

## Changes to this policy

We post changes to this policy on this page with a new effective date, and email the Notice Address on your license about material ones. A change that reduces support applies from your next subscription period, as section 7 of the [terms](https://atlassian.braingrid.ai/terms) says. Earlier versions are available on request.

Effective October 21, 2026.