Last updated: (July 29, 2026)

Open Source Consulting Inc. (OSCI) is committed to providing the highest quality service to our customers, and our team of dedicated support experts are on hand to ensure our customers continue to benefit from our apps with minimal disruption.

Our support team evaluates the urgency and business impact of each technical issue in our apps and strives to resolve it as quickly as possible.
For security vulnerability resolution timeframes, please refer to OSCI's Security Bug Fix Policy (SLO). See Section 3 below for the specific timeframes.

Our services are available to all customers with a valid license or evaluating any app provided by OSCI.

1. Support Hours

Our regular support hours are as follows:

• 9:00 to 18:00 (GMT+9)

• Monday to Friday

• Excluding weekends or national holidays in Korea

Response and coverage hours are based on our regular support hours. Our first response is within 24 hours.

We follow the Atlassian support requirements:  Cloud Fortified Apps Program Support Requirements 

2. Support SLA

Severity is estimated by OSCI based on the impact of the issue on the customer.

First Response times are measured in business hours as defined in Section 1 and do not include weekends or Korean public holidays.

3. Security Vulnerability Resolution Timeframes

OSCI sets service level objectives for fixing security vulnerabilities based on the security severity level and the affected product, as defined in OSCI's Security Bug Fix Policy ("SLO"):

Accelerated Resolution Timeframes (Cloud Products)

• Critical severity bugs targeted to be fixed in product within 10 days of being verified

• High severity bugs targeted to be fixed in product within 4 weeks of being verified

• Medium severity bugs targeted to be fixed in product within 12 weeks of being verified

• Low severity bugs targeted to be fixed in product within 25 weeks of being verified

Extended Resolution Timeframes (Self-Managed Products)

• Critical, High, and Medium severity bugs targeted to be fixed in product within 12 weeks of being verified

• Low severity bugs targeted to be fixed in product within 25 weeks of being verified

These timeframes are objectives, not guarantees, and OSCI will use commercially reasonable efforts to meet them. For full details, exclusions, and the customer notification process, please refer to OSCI's Security Bug Fix Policy (SLO).

4. What Does Support Include / Exclude?

Includes:

• Addressing technical problems that cause an interruption to service availability or product malfunction

• Support for app configuration based on technical documentation

• Technical assistance through Jira Service Desk, including one-to-one meetings or telephone support where necessary

• Assistance with feature enhancement requests that are integral to core OSCI app functionality

• Support provided in English and Korean

Excludes:

• One-to-one product training

• Troubleshooting issues not directly related to OSCI apps

• Support in languages other than English or Korean

5. Service Availability

OSCI targets the following monthly uptime for our Cloud-hosted apps:

OSCI is not responsible for downtime caused by factors outside our reasonable control, including but not limited to Atlassian platform outages, customer infrastructure failures, or force majeure events.

The Service Availability targets in this Section 5 are aspirational only and do not constitute a guarantee. OSCI's sole liability for any failure to meet such targets, if any, shall not exceed the fees paid by Customer for the affected app in the month in which the failure occurred.

Scheduled maintenance windows will be communicated to customers at least 72 hours in advance via email or in-product notification.

6. Contact Information

For support inquiries, please contact us through:

• Support Portal: https://cloud-osci.atlassian.net/servicedesk/customer/portals

• Email:  atlassian_apps@osci.kr 

• Phone: +82-2-516-0711

• Address: 32, Teheran-ro 83-gil, Gangnam-gu - 06167, Seoul, Korea (South)