Trust Center

We have collected together all of the information to help you understand who we are and how we operate. If we are missing anything or you would like further details please contact us and we will be happy to help you.

 
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Who we are

ProForma for Jira is proudly made by the Australian based technology company ThinkTilt. You fill find reference to ThinkTilt when reading the policies and legal documents linked to from this page.

Find out more about us or contact us.


Support Information

 

Status and Uptime

Our standard SaaS Agreement 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 can be installed and managed as suits your network environment.

All downtime events and the current status of our production systems are available at: status.thinktilt.com. For a historical uptime report visit: status.thinktilt.com/uptime


Support Options

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:

  1. Access to the support portal to raise and manage support requests

  2. Access to in-app chat support

  3. Access to the searchable, online documentation

  4. Access to the system status page, which allows the customers to track system availability, receive notifications of planned system downtime and receive updates on system outages

  5. Access via email to customer support services: support@thinktilt.com

  6. Telephone support on +61 (0)7 5641 0500 during the Support Hours


Support Hours

General support is available during office hours in Brisbane, Australia:

  1. From 8am to 8pm (Australian Eastern Standard/Daylight Time)

  2. Monday through Friday (excluding public holidays in Brisbane, Australia)

We also monitor our support channels 24 hours a day to ensure that if we receive a highest priority support request we can respond to it appropriately.


Response Times

We aim to respond to all support queries within one hour, and four hours at the outside. Please refer to our Service Level Agreements and Escalation Policy for more details


Support Policies

Understand how and when you can access ThinkTilt’s support systems.

Maintenance and Support Policy

We aim to respond to all support requests within one hour (four hours at the most). We also define priority levels and commit to appropriate resolution times.

Service Level Agreements and Escalation Policy

Security Overview

 

Security Issues

Have you discovered a vulnerability or has there been a security breach involving a ThinkTilt product? Please let us know as soon as possible and we will put our incident response plan into action. We also commit to keeping you informed of actions taken in response to your notification.

Report a security issue


Security Statements

Our Security Statements are intended to communicate our approach to security as it relates to both our cloud products and our server products:

Cloud Security Statement


Cloud Security Compliance

The Atlassian Cloud Security Program is a collaboration between Atlassian and add-on vendors, such as ThinkTilt, to increase security awareness and improve security practices. Membership is reviewed annually.

ThinkTilt’s membership of the program is valid until 26 July 2020.

Learn more

Legals

 

SaaS Agreement

The SaaS Agreement covers our Cloud, Server and Data Center customers and how they can access and use ProForma.

Read the SaaS Agreement


Terms of Use

Our website terms of use cover the use of this website and other sites maintained by ThinkTilt (the makers of ProForma).

Read the Terms of Use


Privacy Policy

Access our GDPR compliant privacy policy, for users governed by the GDPR this policy should be read in conjunction with the Data Process Addendum.

Read the Privacy Policy


Data Processing Addendum

Our Data Processing Addendum applies to customers and users governed by the GDPR and incorporates the EU Standard Contractual Clauses.

Read the Data Processing Addendum


Support Policies

Understand how our support operates with these policies:

Maintenance and Support Policy

Service Level Agreement and Escalation Policy


Insurance

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.

Due Diligence

 

Overview

ProForma is made by ThinkTilt, 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 ProForma at the 2016 Atlassian Summit in San Jose, and continues to expand ProForma’s functionality.


Development History

We maintain a list of the key events in the history of the development of ProForma. You can also view details of all releases, including cloud releases on our status page.


Roadmap

We publish a quarterly retrospective and roadmap focussed on the development of ProForma and any other resources. View our roadmap.


Pledge

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 therefore pledged 5%.


Founded

January 2016


Head Office

Level 6, 200 Adelaide Street, Brisbane QLD 4000 Australia


Postal Address

PO Box 13531, George Street, Brisbane QLD 4000 Australia


Phone

+61 (0)7 5641 0500