Effective September 13, 2026
Punchcard Timesheets is a Forge app. All of its compute and storage run on Atlassian's cloud platform. Construct Labs operates no servers for the app, so there is no Punchcard outage separate from Jira. Availability of the app is governed by Atlassian's service level commitment for Jira Cloud, published at atlassian.com/legal/sla. Platform incidents are reported at status.atlassian.com.
Monday to Friday, 9am to 6pm US Eastern, excluding US public holidays. Email support@constructlabs.io or phone +1 973 954 2751. Requests received outside these hours are handled on the next business day.
| Severity | Definition | First response | Target resolution |
|---|---|---|---|
| Critical | The app cannot be opened or time cannot be logged for all users on a site. | 4 business hours | 2 business days |
| Major | A core feature (submit, approve, reports, export) fails for some or all users, with no workaround. | 1 business day | 5 business days |
| Minor | A defect with a workaround, a display problem, or a question. | 2 business days | Next release |
| Request | A feature suggestion. | 5 business days | Considered for the roadmap |
Response times are measured from receipt during support hours. Resolution targets are goals, not guarantees. Where a fix depends on Atlassian's platform, the target is the time to report it to Atlassian and provide a workaround where one exists.
Updates are delivered through the Atlassian Marketplace and applied automatically. No customer action is required and there is no downtime for updates. Changes that add permissions are held until a site admin approves them in Jira.
Worklogs are stored in Jira by Jira. Punchcard stores timesheet submission status, site settings and bug reports in Atlassian's app storage, in the same region as the customer's Jira site. Removing the app removes that data. Backup and recovery of Jira data is provided by Atlassian.
This statement may be updated. The current version is always at this address, with the effective date at the top.