We have collected together all of the information commonly requested of us during a due diligence process. If we are missing anything or you would like further details please contact us and we will be happy to help you.
Support & SLA
Service Level Agreement
We aim to respond to all support queries within one hour, and four hours at the outside. Please refer to our Service Level Agreement & Escalation Policy.
Our standard Terms of Service does not guarantee a specified uptime; however, ProForma (Cloud) operates on AWS EC2 servers, which autoscale to meet demand and operate in two availability zones. ProForma (Server) is contained within a docker image that can be installed and managed as suits your network environment.
All downtime events are recorded on our status page available at http://status.thinktilt.com
Full details of our support offerings and support hours are available in our Maintenance and Support Policy. The following support channels are available to all customers:
- Access to the support portal to raise and manage support requests
- Access to the online documentation site docs.thinktilt.com
- Access to the system status page at status.thinktilt.com, which allows the Customer to track system availability, receive notifications of planned system downtime and receive updates on system outages
- Access via email to customer support services: firstname.lastname@example.org
- Telephone support on +61 (0)7 5641 0500 during the Support Hours set out above
We are happy to provide each customer who purchases a new license for our product with a one-hour webinar on how to implement and use our products. Additional online training is available by agreement.
We publish quarterly articles on our product development roadmap. The latest roadmap is available at https://www.thinktilt.com/blog/latest-roadmap
ThinkTilt is an Australian company founded by Simon Herd, Charles Gutjahr and Kate Caldecott. The team spent 8 years building SmartyGrants, a enterprise grade software-as-a-service solution for grants management. SmartyGrants has become the most widely used grants management system in Australia and New Zealand, used by over three hundred organizations, from federal government departments to multinational companies. ThinkTilt was founded from this experience, with a mission to provide similarly powerful tools to every team in an organization. The team launched its flagship product, ProForma, at the 2016 Atlassian Summit in San Jose and continues to expand ProForma's functionality.
Founded: 6 January 2016
Registered office: Level 7, 171 Collins Street Melbourne 3000
Hours of Operation: Mon - Fri 8:00AM - 6:00PM AEST
Current Product Offerings:
- ProForma for Jira Cloud
- ProForma for Jira Server
ThinkTilt is proud to be a member of the Pledge 1% global philanthropic movement; however, the founding team believed that we needed to make a greater contribution and have pledged 5%.
On request we can provide specific coverage notes for the following insurances policies:
- IT liability;
- Management liability; and
- Cyber and privacy protection.
If you would like to view a copy of our insurance certificates, please contact us at our support portal
Please contact us with with any concerns you have regarding our End User Licence Agreement (EULA); however, we generally apply the same terms to all of our clients.
Modifications to EULA
The source code is not included in any of our standard licences; however, we are willing to discuss providing a copy of our source code with select enterprise customers of Atlassian Solution Partners. Please contact us through our support portal.