CollabTools Terms and Conditions
Terms and Conditions
P1 reserves the right to make changes to the environment based on funding, cybersecurity threats, or federal security mandates.
Customers should know changes are inevitable, but P1 will coordinate changes as early as possible through Mattermost IL2/IL4/IL5 notification bots. You are responsible for monitoring, reviewing, and responding to these notifications as needed.
P1 Help Requests
Refer to P1 Help & Support page for support options. The P1 Help Desk operates from 0800 to 1800 Central Standard Time, Monday through Friday, excluding U.S. federal holidays. Outages are urgently prioritized and escalated to engineers as necessary. Please report outages as you find them. Notifications regarding outages and expected resolution times will be released via Mattermost notification bots.
Onboarding Supervisors
To ensure the best customer experience, each organization must designate at least two OSs. P1 will assign the initial OSs during Phase 1 onboarding. The BAM is responsible for submitting the request for OS access. OSs must be military or civilian personnel who assist with help desk-related issue resolution when needed. OSs are also responsible for tracking, granting, and removing licenses.
- Each CollabTools user is responsible for self-registering for a P1 SSO account at login.dso.mil. If an SSO account already exists, registering again is not required to access additional software tools.
- The OS(s) must submit a P1 Help Desk Mattermost License Request to grant and remove Mattermost permissions for each user. This must be done after each user has been granted an SSO account.
- Customers submitting tickets for access and permissions will receive an initial response within one hour.
An automated system will complete license requests submitted by an OS.
- The expected resolution time for tickets is within one hour.
- If the user was not found, it will be noted on the ticket. OSs can then re-submit once the user has created an SSO account (see above).
- The expected resolution time for escalated tickets is within two hours.
CollabTools Services and Support
The CollabTools team provides and maintains the following software tools: Mattermost, Jira, Confluence, and GitLab. Infrastructure and software upgrades will be performed by the PB Ops team near the end of the duty day, Monday through Thursday. Advance notice of at least one day is provided via Mattermost notification bot(s). If you expect an outage to disrupt an operationally important mission, submit a request to reschedule a planned outage with the help desk .
By default, P1 does not provide data migration services for CollabTools use cases. Any imports will be the customer's responsibility.
To communicate a data migration requirement:
- New product teams: Contact the CST at AFLCMC.HNCX.P1CST@us.af.mil for a quote.
- Existing product teams: Contact your BAM.
Atlassian Customization
Product teams have limited administration rights to configure and grant access to their boards, spaces, projects, channels, etc. Submit any requests for custom fields within Atlassian software to the P1 Help Desk. The expected resolution time for customization tickets is 36 hours.
Plugins
The ECT only supports the plugins listed on the P1 Service Catalog. In the event a plugin is deemed unsafe by our Cyber team, P1 reserves the right to remove it from production.
To request a new plugin that is not on the approved list:
- New product teams: Submit a New Plugin Request via the P1 Help Desk.
- Current product teams: Contact your BAM to request the new plugin.
Cybersecurity Practices
Any application hosted in the P1 environment will be penetration tested and continuously assessed for adherence to cybersecurity practices. These assessments may happen at any time and as often as deemed necessary by the P1 Cyber team. The Patch and Vulnerability Management Policy will be followed.
Users are responsible for following the DoW CC SRG, located at public.cyber.mil/dccs/, regarding the information stored, discussed, and disseminated on the corresponding IL.
Continuous Monitoring
P1 continuously monitors its entire environment. CVEs will be dealt with swiftly and securely. If a critical CVE is found in the P1 infrastructure, we reserve the right to mitigate it to protect our environment regardless of application/mission impact. This may create an ever-changing environment, but this system is set in place to keep the hosted applications safe from malicious actors. We reserve the right to disable or remove access to any tool or service if a severe cybersecurity vulnerability is discovered or suspected.
Data Retention Policies
Mattermost Retention Policies | |||
|---|---|---|---|
| Policy Name | Action | Timeframe | Responsibility |
| File uploads in Mattermost | Remove Mattermost file uploads after 3 years | 3 years | CollabTools Team |
| Mattermost Channels | Remove Mattermost Channels after 3 years | 3 years | CollabTools Team |
Jira/Confluence Retention Policies | ||||
|---|---|---|---|---|
| Policy Name | Resource | Timeframe | Action | Responsibility |
| Jira Configuration Manager Snapshots | Jira | 30 days | Configuration Manager snapshots are point-in-time exports of Jira configuration (and optionally project data). They can be created at any time, not just when a customer requests an export. Over time, the Snapshots page can become cluttered as snapshots accumulate. Remove old snapshots and keep the page clean unless there is a specific reason to retain them. Snapshots can be recreated as needed. | Atlassian Administrators |
| Jira Project Archival | Jira | 6 months of inactivity, Archive Project | If a project has not been updated for 6 months, archive it. We plan to automate this process and create a Configuration Manager snapshot before archiving. Archiving does not delete any data. | Atlassian Administrators |
| Jira Issue Archival | Jira | 3 years | If an issue has not been updated in the last 3 years, it will be archived, regardless of overall project activity. This process will be automated, with guardrails in place (e.g., excluding issues with open parent tickets or open subtasks). Archiving does not delete any data. | Atlassian Administrators |
| Confluence Page Versions | Confluence | 100 versions or 3 years | A scheduled job removes this data in small batches every ten minutes to minimize impact on the site. Confluence administrators can override retention rules for specific spaces by adding an exemption. | Atlassian Administrators |
| Confluence Attachment Versions | Confluence | 100 versions or 3 years | A scheduled job removes this data in small batches every ten minutes to minimize impact on the site. Confluence administrators can override retention rules for specific spaces by adding an exemption. | Atlassian Administrators |
| Confluence Trash | Confluence | 3 years | A scheduled job removes this data in small batches every ten minutes to minimize impact on the site. Confluence administrators can override retention rules for specific spaces by adding an exemption. | Atlassian Administrators |
How Do I Get CollabTools Products/Services?
If you are interested in receiving CollabTools products/services through P1:
- New product teams: Visit the P1 site to contact us for a consultation and quote.
- Existing product teams: Contact your BAM.
Once an official quote has been generated, you will work with a BAM and the P1 Acquisitions team to transfer funding.
- BAMs are responsible for submitting tickets to request OS access for customers.
- P1 may adjust pricing annually based on incurred costs. As a result, renewal pricing may be higher or lower than the previous year.
- All official quotes are valid for 90 days. Funding must be received by P1 within this period. After 90 days, a new quote and funding window will be required.
- For renewals, funding must be submitted within 90 days or before the current funding expires, whichever occurs first.
Related Content/References
Submit a Help Request
- Contact the CST via email
- Request Jira/Confluence support
- Request Mattermost support
- Submit a request to reschedule a planned outage with the help desk
- Submit a new plugin request
- Visit the P1 site to contact us