Support policy

This policy applies to the released Product from its first Atlassian Marketplace publication.

Contact support@rillnook.com for Working Day Guard for Jira. Support is provided in Japanese, Monday–Friday,10:00–18:00 JST (UTC+09:00).

A person acknowledges receipt within two Japanese support business days. Count 16 open support hours from receipt, excluding weekends, Japanese public holidays and closures announced before receipt. Messages arriving outside opening hours start counting at the next opening. A later closure announcement does not extend an existing deadline. An automated reply alone is not this acknowledgment.

The acknowledgment is not a resolution, restoration or uptime guarantee. Marketplace evaluations of the released product receive this same Japanese support policy. Mandatory security, privacy and contractual duties are not postponed by support hours; contractual warranty/remedy rights remain.

Use a synthetic issue and calendar to describe the problem, together with mode, expected result, actual result and a safe error code. Never email credentials, cookies, recovery codes, private keys, identity/financial documents or unrestricted Jira data. A screenshot should omit customer identifiers.

Ordinary correspondence is kept for 180 days after the case actually closes. Housekeeping every 30 days removes it no later than 210 days after closure. Open cases are not treated as closed. Necessary legal, dispute or security exceptions require a recorded reason and deletion when no longer needed. Earlier statutory, DPA or termination deadlines prevail. Provider backups have separate schedules.

Security: security@rillnook.com. Privacy and authorized data requests: privacy@rillnook.com. These exact-address routes reach the existing single mailbox; they are not three segregated inboxes.