Effective and last updated: September 1, 2026
This policy is incorporated into Accord’s customer agreement. Accord is maintained by a small independent provider, so its commitments are limited to what can be operated reliably.
Support availability
Support is available Monday–Friday, 9:00 a.m.–5:00 p.m. Eastern Time, excluding U.S. federal holidays. Submit requests through the tracked portal or email support@accordquality.com if the portal is unavailable.
Provider uses commercially reasonable efforts to support paid subscriptions during these hours and aims to acknowledge paid support requests within three business days. Verified security incidents, risk of Accord data loss, and broad Accord outages are prioritized. This is an operating goal, not a guaranteed response or resolution time. Free-starter, evaluation, and trial support is provided on a reasonable best-effort basis.
Using Accord
Get help installing the app, choosing who can use it, creating review plans and forms, completing reviews, or understanding the dashboard.
Open the Accord support portal
The portal requires sign-in. New visitors can create a support account without an invitation.
Privacy questions
Ask what Accord stores, request a copy of information connected to you, or ask whether it can be deleted.
What Accord support covers
Accord support covers reasonable setup guidance, documented product behavior, reproducible Accord defects, and Accord privacy or security matters. It does not include Jira administration, custom development, legal or HR advice, unsupported products, customer-authored Jira search rules, or third-party app support.
Include the Jira site address, what you were trying to do, what happened, the approximate time and timezone, and safe error text.
When to contact Atlassian
Contact Atlassian Support for Marketplace orders, licenses, billing, renewals, cancellations, refund requests, Atlassian accounts, Jira or Jira Service Management problems, and Atlassian platform availability. Current platform incidents are published at Atlassian Status. If the cause is unclear, start with Accord support and we will help identify the appropriate route.
Service level and dependencies
Provider uses commercially reasonable efforts to keep Provider-controlled Accord functionality available and to restore it or provide a safe workaround after a confirmed Accord incident. Accord runs on Atlassian Forge and depends on Atlassian services, APIs, quotas, maintenance, and data-lifecycle controls. Provider does not control those services and does not operate a separate production server, database, backup, or customer-directed point-in-time restore.
No specific uptime percentage, resolution time, recovery time, recovery point, or service credit is promised under this policy. Service levels do not apply to conditions outside Provider’s reasonable control, including Atlassian services, customer systems or configuration, required maintenance, security emergencies, misuse, third-party services, or force majeure.
Remedies
Remedies are those available under the Standard Agreement and applicable law. This policy does not create a separate refund, credit, warranty, or damages remedy, and it does not limit rights that cannot legally be limited.