End User Terms

Last updated 8 November 2026

1. Who these terms are between

These terms are between Parim Suka, who operates BackstopSync (“we”, “us”), and the organisation that installs the BackstopSync app on its Jira Cloud site (“you”). By installing or using the app, you accept them on behalf of that organisation and confirm you are authorised to do so. BackstopSync is offered to businesses only, not to consumers.

Atlassian's own Marketplace terms also apply between you and Atlassian. If they conflict with these terms on anything between you and us, these terms apply.

2. The service

BackstopSync creates Jira issues from Intercom conversations, appends Intercom notes to those issues as comments, and posts Jira status changes back to the conversation as notes. It shows every sync run and every failed item, lets you retry failed items, and can alert you when a run fails. You need your own Jira Cloud site and Intercom workspace.

3. Free beta

BackstopSync is in beta and is free of charge. Features may change while it is in beta. If we introduce a charge, we will announce it on the Atlassian Marketplace listing, and by email if you have set an alert email address, at least 30 days in advance. Nothing becomes payable automatically: you decide whether to continue on the paid version.

4. Your responsibilities

• You may only connect a Jira site and an Intercom workspace that you are authorised to connect.
• You are responsible for having a lawful basis to process the personal data in your conversations and issues, and for telling the people concerned, as required by law.
• You will not use BackstopSync to break the law, to infringe anyone's rights, or to attack, overload or probe the service or other customers' data.
• You keep your Jira and Intercom accounts secure.

5. Your data

Your conversations, issues and settings remain yours. We use them only to provide the service, as described in our Privacy Policy and in the data processing terms in section 11. You can have all of your data deleted at any time by writing to support@backstopsync.com.

6. Availability and support

We work to keep BackstopSync running and to fix problems promptly, but during the beta we do not guarantee any level of availability. Support is by email to support@backstopsync.com, on working days, on a best-effort basis. The app shows you every failed item so that nothing fails silently; please check its failed-items view and alerts.

7. Jira, Intercom and Atlassian

BackstopSync depends on Jira, Intercom and Atlassian's Forge platform, which we do not control. We are not responsible for their outages or for changes they make, but we will do what we reasonably can to keep the sync working when they change.

8. Liability

Because BackstopSync is provided free of charge, we are liable only for damage we cause intentionally or through gross negligence. This does not limit our liability for injury to life, body or health, under the German Product Liability Act, or where the law does not allow it to be limited. In particular, we are not liable for lost data that you could have restored from Jira or Intercom, or for lost profits.

9. Ending the agreement

You can stop at any time by uninstalling the app. We can end this agreement with 30 days' notice, and immediately if you seriously breach section 4. When it ends, we delete your data as described in the Privacy Policy.

10. Changes to these terms

We may change these terms. We will announce material changes on this page, and by email if you have set an alert email address, at least 30 days before they take effect. If you do not agree, you can uninstall the app before then.

11. Data processing terms (Article 28 GDPR)

For the personal data in your synced content, you are the controller and we are your processor. These terms are the agreement Article 28(3) GDPR requires.

• Subject matter and duration: syncing between your Intercom workspace and your Jira site, for as long as the app is installed, plus the deletion periods in the Privacy Policy.
• Nature and purpose: receiving, storing, transforming and forwarding events to create issues, comments and notes, and showing you sync history and failed items.
• Types of personal data: names, email addresses and other contact details, and the content of conversations, notes and issues.
• Data subjects: your customers and other people who write to you through Intercom, and your own staff who use Intercom and Jira.
• Instructions: we process the data only on your documented instructions, which are your installation, configuration and use of the app and anything you ask of us in writing, unless EU or member state law requires otherwise; in that case we tell you first unless the law forbids it.
• Confidentiality: anyone we authorise to process the data is bound to confidentiality.
• Security: we take the measures required by Article 32 GDPR, including those described in the Privacy Policy.
• Subprocessors: you authorise the subprocessors listed in the Privacy Policy. We will give you at least 30 days' notice before adding or replacing one, and you may object; if we cannot address your objection, you may end this agreement. We impose the same data protection obligations on each subprocessor.
• Assistance: we help you respond to requests from data subjects and meet your obligations under Articles 32 to 36 GDPR, as far as our part of the processing allows.
• Breaches: we notify you without undue delay after becoming aware of a personal data breach affecting your data.
• Deletion: when the agreement ends, or earlier on your request, we delete your data as described in the Privacy Policy, unless the law requires us to keep it.
• Audits: we make available the information needed to demonstrate compliance with Article 28 GDPR, and allow and contribute to reasonable audits, normally by answering a written questionnaire.

12. Law and jurisdiction

German law applies, excluding the UN Convention on Contracts for the International Sale of Goods. If you are a merchant, a legal entity under public law or have no general place of jurisdiction in Germany, the courts of Berlin have exclusive jurisdiction.

If any part of these terms is invalid, the rest remains in force.