Compliance in a Box

Support

Questions, bugs or feedback about Compliance in a Box? Email us and a person on our team will reply.

Email support

For help with setup, billing questions, bug reports and feature requests:

Support is included for every customer, including the free tier.

Email us

Response time

8hours

We send a first response to every support request within 8 hours of receiving it. The first response confirms we're on it and, where we can, includes an answer or a fix.

Complex issues may take longer to resolve. We'll keep you updated until they're closed.

What to include

To help us answer in one reply, tell us:

  • your Confluence site address (for example yourcompany.atlassian.net);
  • what you were doing, what you expected, and what happened instead;
  • any error message shown in the app, and roughly when it happened (with your time zone);
  • whether you are a Compliance Admin, a policy or activity owner, an approver or an employee.

Never send passwords or API tokens. Screenshots help, but please remove personal details you don't need to share. We don't have access to the data the app stores in your site, so we may ask you to look something up for us.

Security reports

If you think you've found a security vulnerability in Compliance in a Box, email support@auralitesolutions.com with "Security" at the start of the subject. Include the steps to reproduce and the impact you expect. Please give us a reasonable chance to fix the issue before disclosing it publicly. Security reports are handled first.

Common questions

Who can set the app up?

Confluence site admins are always Compliance Admins. During setup you choose an admin group and the group(s) that count as employees. The app then creates your compliance space and its pages.

Someone can't edit a policy page

That's intended: pages the app manages are locked so only their owner and Compliance Admins can edit them. A Compliance Admin can change a page's owner from the app's Owners & approvers view.

An approval disappeared after an edit

Approvals are bound to the exact page version that was submitted. If the page is edited before every approver has approved, the submission is cancelled so nobody approves text they haven't seen. Submit the new version for approval.

People aren't getting reminders

Reminders arrive as Confluence task notifications from private task pages the app maintains. Check that the person's Confluence notification settings allow task notifications, and that reminders are switched on in the app's settings.

Something is owned by a former employee

The dashboard lists items whose owner or approver has left. Reassign them from Owners & approvers. For a submission waiting on a former approver, change the approvers, then withdraw and resubmit it.

Before you uninstall

Open the app's Settings → Evidence & Reports and click Refresh now, so your generated report pages are up to date. Those pages stay in your Confluence space after you uninstall. The app's own records are deleted by Atlassian after a retention period; if you uninstalled by mistake, contact us within 21 days.

Billing and licenses

Compliance in a Box is free for up to 10 users. Above that, subscriptions are purchased, billed and refunded through the Atlassian Marketplace. For invoices and payment questions, contact Atlassian or your Atlassian partner; for anything about what the license includes, email us.

See also our Terms of Use and Privacy Policy.