Support
Last updated: 24 September 2026
This page describes the support Hyperdella Pty Ltd provides for its Atlassian Marketplace apps, what we commit to, and what we deliberately do not promise. It is written so you can hold us to it.
How to reach us
Email support@hyperdella.com, or use the contact form.
Tell us what you were trying to do and what happened instead. For Sift, a screenshot of the query and the result usually saves a round trip — and if a query returns fewer rows than you expect, say which space and which page you expected to see, because the answer is often permissions rather than a fault.
Hours
Monday to Friday, 9:00am to 5:00pm Australian Eastern Time (UTC+10; UTC+11 during daylight saving).
Hyperdella is a small Australian company. A message sent late on a Friday, Australian time, will usually be read on Monday. We would rather tell you that than imply a night shift that does not exist.
What we commit to
- Acknowledgement within two business days. A reply from a person, saying we have the issue and what we intend to do about it — not an automated receipt.
- A straight answer about cause. If it is our bug we say so. If it is a platform issue we say that, and where we have raised it. If it is working as designed we explain the design rather than closing the ticket.
- No support tiers. Every customer gets the same response, on the same terms, at every price including the free tier.
Security issues
Security reports follow a separate and faster path — see the security page for how to report one and what happens next.
For apps distributed through the Atlassian Marketplace we work to Atlassian's published security bug fix policy: critical vulnerabilities fixed within 10 days of being reported, high within 4 weeks, medium within 12 weeks, low within 25 weeks. Those timeframes are Atlassian's requirement of us, and we are bound by them regardless of anything on this page.
What we do not promise
We would rather be believable than impressive:
- No uptime guarantee, and no service credits. Sift is a Runs on Atlassian Forge app: it executes on Atlassian's infrastructure inside your own Atlassian cloud tenancy. Its availability is Atlassian's, not ours, and it would be dishonest for us to sell you an uptime commitment over a platform we do not operate. If Confluence is up, Sift is up. See Atlassian's own status page for platform incidents.
- No guaranteed resolution time for non-security issues. We commit to acknowledging quickly and being honest about what we can do; we will not invent a fix deadline for a problem we have not yet diagnosed.
- No 24/7 or weekend cover, and no on-call rotation.
- No phone support. Email only.
- No paid support plans. There is nothing to upgrade to.
Scope
We support the current released version of each app. Where a fix requires a new version, it is published to the Atlassian Marketplace and reaches you through your normal app update process.
Questions about billing, licensing, subscriptions or refunds for Marketplace apps are handled by Atlassian, who sell and bill for them — not by Hyperdella. We receive only the licensing and remittance information Atlassian provides to Marketplace partners, so Atlassian can resolve a billing question quickly where we cannot.
Contact
Hyperdella Pty Ltd (ACN 701 958 590 · ABN 48 701 958 590), registered in Australia. See also the privacy policy, security page, and Sift documentation.