Support Policy: Secret Scrubber
How to get support, and the first-response targets.
Effective date: 13 November 2026. Provider: Noam Apelfeld. Contact: support@secretscrubber.com. Hours: Sunday to Thursday, 09:00 to 17:00 Israel time (Asia/Jerusalem).
Scope
Installation help, configuration, questions about results, bug reports, detection misses and false positives, and security reports (see Vulnerability disclosure).
How to ask
Email support@secretscrubber.com with: Atlassian site name, app version, issue key, attachment id, status and error code shown in the panel or audit log. Do not send file contents or real secrets.
Response targets (first response)
| Severity | Definition | Target |
|---|---|---|
| Critical | The app deleted or damaged data it should not have, or exposes data | within 1 business day |
| High | Core sanitizing fails for all attachments | within 2 business days |
| Medium | A feature fails or a clear detection miss | within 3 business days |
| Low | Question or improvement request | within 5 business days |
Targets are goals for the first reply during Sunday to Thursday, 09:00 to 17:00 Israel time (Asia/Jerusalem), not resolution times.
Escalations from Atlassian
We answer Atlassian escalations at the response targets above.
Customer duties
Keep dry-run on until you have reviewed results; keep project permissions in place; keep the app up to date.
Exclusions
Issues caused by missing permissions, by Atlassian platform outages, by files outside the supported types, or by use contrary to the documentation.
Updates
Bug fixes and improvements are released through the Marketplace. Changes are listed in the changelog.