RainbookSupport and service levels
How fast we respond, when we cover each kind of problem, and what Rainbook commits to for availability, recovery and security fixes.
Response times
First response within one business day, Monday to Friday; 2 hours, around the clock, for critical issues.
| Severity | What it means | First response | Updates | When we cover it |
|---|---|---|---|---|
| Critical (Sev 1) | A security incident, customer data exposed or lost, or Rainbook unusable for everyone on your site | 2 hours | Every 6 hours until resolved | Around the clock, every day |
| High (Sev 2) | A core job broken with no workaround: email capture stopped, an import failing, Ask failing or Rainbook's panels not loading | 8 business hours | Daily | Support hours |
| Medium (Sev 3) | A feature not working as it should, with a workaround | 1 business day | When something changes | Support hours |
| Low (Sev 4) | A question or a feature request | 1 business day | When something changes | Support hours |
You choose the severity when you open a request, and we may adjust it with you once we understand the problem.
Support hours
Monday to Friday, 09:00 to 17:00 New York time, excluding US federal holidays. Critical issues are covered around the clock, every day of the year.
Design partners
Until 31 Jan 2027, design partners get half the first-response times above for high and medium requests: 4 business hours for high and half a business day for medium.
Availability
Rainbook runs on Atlassian's platform, so its availability follows Atlassian's for Jira and Forge, Atlassian's app platform. On top of that, Rainbook holds itself to these targets:
- Rainbook's own services: at least 99.5% of calls to Rainbook's backend succeed each day, for each app.
- Recovery of Rainbook's own storage: if it is ever lost, we restore it from the nightly Rainbook Archive, so at most 24 hours of changes are at risk, and we have Rainbook working again within 8 business hours by rebuilding its indexes from your Jira data.
- Your records in Jira: deals, accounts, contacts and captured email are Jira work items, so they are covered by Atlassian's own backups.
Security fixes
We fix security problems within Atlassian's deadlines for cloud apps:
| Severity | Fixed within |
|---|---|
| Critical | 10 days |
| High | 4 weeks |
| Medium | 12 weeks |
| Low | 25 weeks |
To report a vulnerability, see Security or write to security@rainbook.humanr.ai.
Holiday cover
From Sat 19 Dec 2026 to Mon 4 Jan 2027, critical issues are covered around the clock as usual. High requests get a first response within 1 calendar day, and we answer medium and low requests from Tue 5 Jan 2027.
How to reach us
- Open a request at Rainbook support, or write to support@rainbook.humanr.ai.
- Check Rainbook status for incidents and notices.
- Many answers are already in Troubleshooting and FAQ.