Service levels
What Skram Systems commits to for Runphase, and, just as importantly, what it does not, since a commitment that cannot be kept is worth less than an honest absence of one.
Availability
No separate availability commitment is offered, because there is nothing on our side to commit.
Runphase runs entirely on Atlassian infrastructure as a Forge app. Skram Systems operates no servers, no storage, no network services and no third-party processors; the app holds no credentials and makes no external network requests. Its availability is therefore the availability of the Atlassian products hosting it, and is governed by Atlassian's own commitments to you rather than by this document.
This is a property of how the app is built, not a disclaimer. Atlassian reports every Runphase deployment as eligible for Runs on Atlassian, which requires Atlassian-hosted compute and storage, data residency matching the host product, and customer control over external egress. Eligibility is verified by Atlassian automatically and monitored continuously.
Support response
| Request | First response |
|---|---|
Support request to support@runphase.com |
Within one business day |
| Escalation received from Atlassian | Within 24 hours, Monday to Friday |
| Security vulnerability report | Within two business days |
| Confirmed security incident affecting customer data | Affected customers notified within 72 hours of confirmation |
Business days are Monday to Friday, US Eastern time, excluding US public holidays. "First response" means a reply from a person who has read the request, not an automated acknowledgement.
Remediation
Remediation is prioritised by severity, and no fixed remediation deadline is offered.
A deadline for shipping a fix depends on what the fix turns out to be, and publishing one that could not be honoured would be worse than publishing none. What is committed to above is response: that a request is read and answered by a person inside a stated window, and that you are told what is happening.
In practice, severity is judged by whether the problem affects a change window in progress. Anything that blocks an active run is the first thing looked at.
Scope
These levels cover the Runphase app and support for it. They do not cover the Atlassian products it runs inside, your own infrastructure, or the outcome of any change you execute. Runphase records execution; it does not perform it.
Changes
Material changes to this page will appear here with a new effective date.