Service level agreement
Last updated 1 November 2026. This page describes the support and service levels Tagnator provides for its apps on the Atlassian Marketplace, WordPress.org and the Shopify App Store, and for digital products sold through Polar. It applies to every customer on a paid plan; free plans receive the same support on a best-effort basis.
Support hours
Monday to Friday, 09:00 to 17:30 UK time, excluding English bank holidays. Requests go to support@tagnator.com or the support channel on the relevant marketplace listing. Requests received outside these hours are treated as received at the start of the next working day.
Response and resolution targets
| Severity | Meaning | First response | Target resolution or workaround |
|---|---|---|---|
| 1. Critical | The app is unusable for all users, or data is at risk | 4 working hours | 1 working day |
| 2. High | A core feature fails for many users with no workaround | 1 working day | 3 working days |
| 3. Normal | A feature misbehaves for some users, or a workaround exists | 2 working days | Next scheduled release |
| 4. Low | Questions, cosmetic issues, feature requests | 2 working days | Considered for the roadmap |
Targets are commitments on effort and communication, not guarantees of a fix on a fixed date: some issues depend on the host platform. We tell you when a target will be missed and why.
Availability
Our Atlassian apps run on Forge, Atlassian's hosted platform, and inherit Atlassian's availability. Our WordPress plugin runs on your own server and makes no external calls in its free edition. Our Shopify app's backend runs on Cloudflare's global network with a target monthly availability of 99.9 percent, measured by our own health checks, excluding scheduled maintenance announced at least 48 hours in advance.
Maintenance and updates
Security fixes are released as soon as they are ready. Compatibility updates follow host-platform releases within 30 days. Breaking changes are announced in the release notes at least 14 days before they take effect, with migration guidance.
Security and data
We report confirmed security incidents affecting customer data within 72 hours of becoming aware, in line with UK GDPR. Vulnerability reports to support@tagnator.com with "security" in the subject are acknowledged within one working day. What each product stores, and for how long, is set out per product in our privacy policy.
Escalation
If a response is overdue, reply to the original thread with "escalate" in the subject. Escalations are reviewed by Nathan Jones, the operator of Tagnator, the same working day.
Changes to this agreement
We may improve these terms at any time. Reductions in service levels for paid customers are announced 30 days in advance on this page.