Support

How to reach me

Safe Tree Copier is made and supported by me, Christian Ortiz, publishing as Christian Ortiz Studio. Email support@christianortiz.studio and the message comes straight to me. There’s no ticket queue to get lost in.

Before you write, the documentation may already have the answer, especially its troubleshooting section.

When you’ll hear back

I reply to every message within two business days (Monday to Friday, 5 pm to 9 pm US Pacific Time), and usually sooner. If the app is down for your whole site, or you think data has been lost, put Urgent in the subject line and I’ll treat it as my first priority.

Report a bug

Email me with as much of this as you can:

• Your Confluence site address (for example your-team.atlassian.net).
• What you did, what you expected, and what happened instead.
• The job or run, its start time, and the source and destination spaces.
• What the progress view or attachment check shows. A screenshot is ideal, or use Copy summary on the attachment check and paste it into your email.
• Any error message, word for word.

Please don’t send page content, attachments or personal information unless I ask for a specific piece to reproduce the problem. Usually page and space IDs are enough.

I’ll confirm I can reproduce it, tell you what I’m doing about it, and let you know when a fix is released.

Report a security issue

If you’ve found a security problem, email me with Security in the subject line and include how to reproduce it. Please don’t post it publicly until it’s fixed. I acknowledge security reports within two business days and fix them within the timeframes in Atlassian’s security bug fix policy for Marketplace apps.

Request a feature

I’d like to hear it. Tell me what you’re trying to do and where the app gets in the way; the most useful requests describe the job, not just the button. I read every one, and I’ll tell you honestly whether it’s likely to be built.

Delete your data

All of the app’s data lives in your own Confluence site’s app storage, on Atlassian’s platform. You can remove it yourself at any time:

• Remove a saved job. On the Copy jobs page (under Apps), open the job’s ••• menu and choose Remove job. Its settings, run history, page mappings and reports are deleted. Pages in Confluence are never touched.
• Shorten what’s kept. A site admin can lower the Days of run detail and the Runs kept per job in Safe copy settings.
• Or wait. Copy plans and attachment checks are deleted automatically after 30 days by default, and so are whole runs that weren’t saved as a job.
• Uninstall the app. When a site admin uninstalls it, Atlassian soft-deletes the app’s storage for your site and permanently deletes it 28 days later, under its own data lifecycle for Forge apps.

If you can’t do any of these, or want me to confirm what’s stored, email me with Data deletion in the subject and your site address. I’ll reply within two business days and tell you exactly what was removed. The privacy policy lists everything the app keeps and for how long.

Licenses, billing and refunds

Purchases, renewals, invoices and refunds go through Atlassian, under the Atlassian Marketplace Terms of Use. For those, contact Atlassian, or a site admin can manage the app under Manage apps. I’m still happy to help if you’re not sure where to start.