Attachment Guard — Service Level Agreement
Provider: Alzhan Group LLC, Houston, Texas, United States
Applies to: Attachment Guard for Confluence Cloud
Last updated: 21 August 2026
1. Support availability
Support is available Monday to Friday, 9:00–17:00 US Central Time, excluding US public holidays.
Support channel: support@alzhangroupllc.com
Security emergencies, 24×7: security@alzhangroupllc.com — monitored outside business hours for suspected vulnerabilities or security incidents only.
2. Initial response targets
Time from your first request to a human reply, not to a resolution.
| Severity | Definition | Initial response |
|---|---|---|
| 1 — Critical | The app is unusable for all users, or data integrity is at risk | 4 business hours |
| 2 — High | A major function is unavailable with no reasonable workaround | 1 business day |
| 3 — Normal | A function is impaired, or there is a workaround | 2 business days |
| 4 — Low | Question, documentation issue, or feature request | 3 business days |
Mark severity in your subject line. If you do not, it will be assessed on the description.
3. Resolution
No fixed resolution time is promised, because honest resolution times depend on the defect. What is promised is that a Severity 1 or 2 issue is worked continuously during business hours until it is resolved or a workaround is in place, and that you are updated at least once per business day until then.
4. Security vulnerabilities
Reported vulnerabilities are remediated within the timeframes Atlassian requires of all Marketplace cloud apps:
| Severity | CVSS | Fix within |
|---|---|---|
| Critical | ≥ 9.0 | 10 days |
| High | ≥ 7.0 | 4 weeks |
| Medium | ≥ 4.0 | 12 weeks |
| Low | < 4.0 | 25 weeks |
Measured from the report or from triage. Report to security@alzhangroupllc.com.
5. Availability, backup and recovery
Attachment Guard is built on Atlassian Forge and runs entirely on Atlassian's infrastructure. It stores data in Forge storage within your own Atlassian environment.
Alzhan Group LLC operates no servers, databases or third-party services in the path of this app. Availability, backup, and recovery objectives for the platform are therefore governed by Atlassian, not by us. Platform status is published at https://status.atlassian.com.
We commit to responding to any platform-related incident affecting the app under the response targets in section 2, including confirming whether an issue is with the app or with the underlying platform.
6. Your attachments
The app does not hold your files. Attachments and their complete version history belong to Confluence and remain available to you independently of this app, including if it is uninstalled or if its records are lost.
7. Exclusions
These targets do not apply to:
- Incidents caused by an Atlassian platform outage (see section 5)
- Requests arising from modifications made outside the app
- Feature requests, which are welcomed but not covered by resolution commitments
- Use of the app outside the terms of its end user agreement
8. Changes
Material changes to this agreement will be published here and reflected on the Marketplace listing before taking effect.
Contact Alzhan Group LLC support@alzhangroupllc.com https://alzhangroupllc.com