The paperwork, in full
Five documents. They are written to be read by the people who actually read them — a data protection lead, a security reviewer, a procurement team — and to survive being checked against the app.
Nothing here is a summary of a longer document held somewhere else. These are the documents, published in the form they are filed in, and they are the ones the Atlassian Marketplace listing points at.
| Document | What it covers | Written for |
|---|---|---|
| Privacy Policy | What personal data the app handles, where it lives, and who it is shared with. | End users and data protection teams |
| End User Terms | The licence, what the app is and is not, warranties and liability. Section 9 is the one to read first. | Buyers and legal teams |
| Cloud Security Statement | The security posture, in the shape a security review asks for it. Hosting, scopes, access model, incidents. | Security reviewers |
| Support and Maintenance | Channel, hours, first-response targets, release cadence and end-of-life notice. | Everyone |
| Data Processing Agreement | The Article 28 agreement, with the sub-processor list and the transfer terms. | Data protection and procurement teams |
Three things worth knowing before you read them
Each is stated plainly in the documents too. They are collected here because they are the ones that change a procurement decision, and finding them on page nine would waste your afternoon.
- The audit trail cannot be edited or deleted entry by entry — by anyone, including us and including a Jira site administrator. That is the control the product exists to provide, and it has consequences for erasure requests. The Data Processing Agreement sets them out at clauses 9.5 and 12.5, and they are worth reading before you install rather than after.
- ITSM Ltd holds no security certifications — not SOC 2, not ISO 27001, and not ISO/IEC 42001. Section 9 of the Cloud Security Statement says so directly. Atlassian's certifications cover Atlassian's platform; they are not ours to present as ours.
- The app is a working aid, not a compliance guarantee. It does not certify anything and it is not legal advice. Section 9 of the End User Terms is unusual enough that the document tells you to read it before installing.
The five files are held in the app's own repository and rendered here at build time, so the version on this page and the version under change control are the same file. Questions about any of them go to support@itsm-ltd.com.