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.
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.
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 in-app chat support
Access to the searchable, online documentation
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
Access via email to customer support services: firstname.lastname@example.org
Telephone support on +61 (0)7 5641 0500 during the Support Hours
General support is available during office hours in Brisbane, Australia:
From 8am to 8pm (Australian Eastern Standard/Daylight Time)
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.
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
Understand how and when you can access ThinkTilt’s support systems.
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.
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.
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.
Our Data Processing Addendum applies to customers and users governed by the GDPR and incorporates the EU Standard Contractual Clauses.
On request we can provide specific coverage notes for the following insurances policies:
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.
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.
We publish a quarterly retrospective and roadmap focussed on the development of ProForma and any other resources. View our roadmap.
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%.
Level 6, 200 Adelaide Street, Brisbane QLD 4000 Australia
PO Box 13531, George Street, Brisbane QLD 4000 Australia
+61 (0)7 5641 0500