Paperlatch
Support Policy
Paperlatch · Last updated 19 October 2026
This policy applies to every Paperlatch app on the Atlassian Marketplace, on every plan, including free tiers and evaluations.
How to reach us
Email support@paperlatch.com. Email is our only support channel, so every request has a written record you can attach to your own files. Each app's support page lists what to include for a useful first reply.
Hours of operation
| Days | Monday to Friday |
|---|---|
| Hours | 09:00–17:00, US Eastern Time (America/New_York) |
| Holidays | Requests received outside these hours are answered within the response times below. |
Response times
| First response | Within 48 hours (two business days) |
|---|---|
| Security reports | Acknowledged within two business days, initial assessment within five. See the Security Policy. |
| Bugs that show an incorrect compliance result | Treated as our highest priority. We will tell you when a fix ships. |
A first response is a reply from us that addresses your request, not an automatic acknowledgement. Some requests need more than one exchange; we will tell you what we are doing and when you can expect to hear from us next.
What support covers
- Installing, configuring and using our apps
- Bugs, and questions about what a report or export means
- Data, privacy and security questions, including deletion requests
Our apps run entirely inside your own Atlassian site, so we cannot see your data. We may ask for screenshots or an export to understand a problem.
Changes
If this policy changes materially, the date at the top of this page will change.