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Effective date: 31 Mar 2026
Last updated: 31 Mar 2026

This Support Policy and Service Availability page describes how AOBRAIN SYSTEMS SL provides support for EpicStory for Jira Cloud and how to interpret the availability information shown in our Atlassian Marketplace listing.

1. Scope

This page applies to production use of EpicStory for Jira Cloud.

It covers:

  • support channels for customers using the app;
  • hours of operation and target initial response times;
  • service availability expectations and exclusions; and
  • security reporting routing.

This page does not create a separate uptime warranty, service credit program, or guaranteed resolution-time commitment unless we expressly agree otherwise in writing.

2. Support channels

For general technical support, setup questions, and troubleshooting:

For security vulnerability reports:

For commercial or procurement questions:

3. Support hours

General technical support is available during the following business hours:

  • Days: Monday-Friday
  • Hours: 09:00-18:00
  • Time zone: Europe/Madrid (CET/CEST)
  • Holiday handling: Excluding public holidays in Spain

4. Target initial response times

Our target initial response times are:

Request typeTarget initial response
General technical support8 business hours
Security vulnerability reports24 hours acknowledgement
Commercial/procurement questions1 business day

These are target response times for first acknowledgement or first substantive reply. They are not guaranteed resolution times.

5. Service availability

We use commercially reasonable efforts to provide a reliable and secure service for EpicStory for Jira Cloud.

The availability information shown in the Atlassian Marketplace listing should be understood as an operational support commitment for initial response during the support hours above. It should not be interpreted as:

  • a guarantee of uninterrupted service;
  • a guarantee that all incidents will be resolved within a fixed time;
  • a public uptime percentage commitment; or
  • a promise of service credits.

6. Planned maintenance and interruptions

We may perform maintenance, upgrades, security updates, or operational changes from time to time. Where reasonably practicable, we will try to minimize disruption and provide notice for material planned maintenance that is likely to affect customers.

7. Exclusions

This page does not apply to, and our availability targets do not cover, interruptions or issues caused by:

  • Atlassian platform, Jira Cloud, or Forge runtime incidents;
  • AI or infrastructure provider incidents, including AWS Bedrock or other configured provider outages;
  • customer-side configuration issues, permissions, browsers, networks, or third-party integrations;
  • beta, preview, experimental, or non-general-availability features;
  • scheduled maintenance or emergency security changes; or
  • force majeure or events beyond our reasonable control.

8. Enterprise and separate arrangements

If your organization needs custom support handling, procurement review, or contractual availability terms, contact sales@aobrain.com. Any separately negotiated support or service commitments will control over this page to the extent of a conflict.

9. Changes to this page

We may update this page as our support process and operating model evolve. We will update the “Last updated” date when we make material changes.

10. Contact

AOBRAIN SYSTEMS SL
Avenida de Rius i Taulet, 13
Sant Cugat del Vallés, 08172
Barcelona, Spain