Support Policy

Provider: MernPearl Technology Private Limited · Last updated: 1 October 2026

Scope

Outageloop is a Jira Cloud app, built on Atlassian Forge with a monitoring backend operated by MernPearl, and supported by a small team. This policy is sized accordingly: it describes what we can genuinely do, not an enterprise support organization we do not have.

This policy covers: installing and configuring the app, its documented behavior, defects, and
guidance on the docs in this directory.

This policy does not cover:

The health or accuracy of third-party vendors' own status pages. The app reports what a vendor publishes. If a vendor's status page is wrong, slow, or offline, that is between the customer and that vendor. The app deliberately reports unknown rather than fabricating a status.
Jira Cloud itself, Atlassian platform incidents, or Forge platform outages.
Slack workspace administration, bot-token creation, or Slack's own delivery.
Custom development, or requests to add a service to the catalog on a committed timeline (see "Catalog requests" below).

Channels

Channel	Use for	Availability
Support email — info@mernpearl.com	everything	Monday–Friday, 09:00–18:00 IST (UTC+5:30)
Marketplace listing Q&A	pre-purchase questions	as monitored

There is no phone support, no live chat, and no dedicated account management at any tier. Adding one later is a business decision, not an omission to apologize for.

Severity definitions

These are proposed and reviewable; they are the part of this document least dependent on capacity.

Severity	Definition	Example
S1 — Critical	The app is unusable install-wide, or it is reporting materially false information to customers.	Every dependency reports `down` while all vendors are healthy; a surface fails to load for all users.
S2 — Major	A core function is broken for a customer with no workaround.	Slack alerts not delivering on a paying install; attach permanently failing.
S3 — Minor	Something is wrong but there is a workaround, or the impact is cosmetic.	A single catalog entry stale; a rendering defect.
S4 — Question / request	Guidance, feature request, catalog addition.	"How do I connect Slack?"

Security issues are not triaged on this scale. See "Security" below.

Response targets

These are first human response targets, not resolution guarantees, counted in business days within the hours above.

Severity	First response target
S1	1 business day
S2	2 business days
S3	5 business days
S4	Best effort

Targets, not guarantees. This is a best-effort support policy, not a contractual SLA. There are no service credits, no uptime guarantee, and no financial remedy attached to a missed target. Any of that would be a materially different commitment requiring separate legal review.

Response targets apply during stated business hours only, and are the same for Free and Standard.

What we ask from a customer reporting an issue

The more of this we get, the faster the answer:

The site URL and roughly when the problem started.
Which dependency and which project, by name.
What is displayed — specifically whether the status reads unknown or down. These mean very different things, and knowing which one halves the diagnosis.
Whether the vendor's own status page currently shows a problem.
Screenshots of the affected surface.

Most diagnoses run against logs on our side, which customers cannot see.

Availability of the service itself

The app depends on Atlassian's Forge platform and on the Outageloop backend, which MernPearl operates on Oracle Cloud Infrastructure in Mumbai, India. Its availability is bounded by both, and we make no uptime commitment. Status checks depend additionally on third-party status endpoints being reachable, which is outside anyone's control.

The app is designed to fail safe in the face of this: when it cannot obtain a reliable signal, it reports unknown rather than guessing. Customers should understand it as an awareness tool, not as a monitoring system of record and not as a paging system.

Data, privacy, and deletion

The app stores data in Atlassian Forge storage and on the Outageloop backend, and deletes it from both when you uninstall. What is stored where, for how long and by which sub-processors is set out in the Privacy Policy (https://outageloop.mernpearl.com/privacy) and the Data Processing Addendum (https://outageloop.mernpearl.com/dpa).

Security

Suspected security vulnerabilities must not be filed through normal support.

Report them to info@mernpearl.com with "Security" in the subject line. We acknowledge reports within 5 business days, ask for coordinated disclosure, and will not pursue good-faith researchers.

Catalog requests

The catalog lives on the Outageloop backend, so adding a service needs no app update or admin approval on your site. We accept catalog requests but commit to no timeline: each new service has to be checked against the vendor's real status feed before it is added.