thimblewrightDateSync service level agreement
Last updated: 13 November 2026
This SLA describes the support and security commitments of Glenn Ruysschaert, trading as Thimblewright ("we") for DateSync for Jira (Jira Cloud). It applies to customers with an active DateSync licence, including trials.
Support
Contact: [email protected]. Support hours: Monday to Friday, 09:00–17:00 Central European Time, excluding Belgian public holidays.
| Priority | Examples | First response |
|---|---|---|
| Critical | DateSync writes wrong dates, or roll-up has stopped for the whole site | Within 24 hours, any day |
| Normal | A problem limited to some projects or issues, questions, feature requests | Within 2 business days (48 hours) |
A first response confirms we are working on the request and gives the next steps. Fix times depend on the problem; we keep you informed until it is resolved.
Security
Report vulnerabilities to [email protected]. We fix confirmed vulnerabilities within the timeframes of Atlassian's security bug fix policy:
| Severity | Fixed within |
|---|---|
| Critical | 10 days |
| High | 4 weeks |
| Medium | 12 weeks |
| Low | 25 weeks |
Security incidents affecting customer data are reported to Atlassian within 48 hours.
Availability
DateSync runs entirely on Atlassian's Forge platform and has no servers of its own, so its availability follows the availability of Jira Cloud and Forge. We make no separate uptime commitment. If Jira delivers change events late, DateSync processes them when they arrive; a backfill brings all parents up to date at any time.
Exclusions
- Outages or delays of Atlassian's platform, Jira Cloud or Forge.
- Problems caused by site configuration, such as the Start date field not being on a parent's screen, or missing permissions.
- Requests outside support hours, except Critical ones.
Changes
We may update this SLA; the "Last updated" date shows the current version. Changes never reduce commitments for a licence period already paid.