Northwatch Software

Support

Support model for KB Sentinel for Jira Service Management.

Launch support

Clear support paths and measured response targets.

Northwatch handles KB Sentinel support directly. During launch, the primary contact is ahmad@getresolveloop.com. A branded support email will replace this contact when the company domain is finalized.

Hours of operation

Monday through Friday, 9:00 AM to 5:00 PM America/Phoenix.

Critical production-impact issues are triaged outside those hours on a best-effort basis during launch.

First response targets

  • Critical: 4 business hours
  • High: 1 business day
  • Normal: 2 business days
  • Low: 5 business days

Severity definitions

Critical

The app is unavailable, materially blocks core tenant use, or causes an active customer-facing operational failure.

High

A major feature is degraded, or there is a credible risk of bad support guidance, failed scans, or broken prioritization.

Normal

A bug, UX defect, or integration issue exists but a workaround is available and the app remains usable.

Low

Cosmetic issues, non-blocking feedback, or roadmap requests.

Support requests should include the Atlassian site URL, app version or deployment context, timestamps, and any impacted scan job or finding ID if available.