Service Level Agreement (SLA)
Our specific commitments to reliability and support quality for our Atlassian Marketplace apps.
This Support Policy and Service Level Agreement (SLA) describes how we support our products on the Atlassian Marketplace. It is intended to supplement the Atlassian Standard EULA (End User License Agreement), which governs the legal terms of your use of our software.
1. Support Channels & Hours
We provide support primarily through our service desk and email. We strive to make support accessible and responsive for all our customers.
- Business Hours:Monday - Friday, 9:00 AM - 5:00 PM (AEST/AEDT)
- Holidays:Closed on Australian National Public Holidays.
- Contact:[email protected]
2. Response Time Targets
We classify support requests based on urgency and impact. While we often respond much faster, these are our guaranteed targets for the first meaningful response by a human.
| Severity | Description | Target Response |
|---|---|---|
| Critical (P1) | Top priority. Production application is down, data is corrupted, or a critical function is completely unavailable with no workaround. | < 8 Business Hours |
| Major (P2) | Serious issue. A major feature is broken or significantly degraded, but a workaround exists or the system is still usable. | < 24 Business Hours |
| Minor (P3) | General inquiries, cosmetic issues, feature requests, or minor bugs that do not impede normal operations. | 1 - 3 Business Days |
3. Scope of Support
What is Included
- •Help with installation and configuration of our apps.
- •Troubleshooting potential bugs or errors.
- •Clarification on product features and documentation.
- •Assistance with billing and licensing inquiries via Atlassian Marketplace.
What is Excluded
- •Product training (unless purchased separately).
- •Customers who do not have a valid, active license.
- •Support in languages other than English.
- •System administration of your Atlassian host products (e.g., Jira/Confluence server setup).
- •Beta or Early Access releases.
4. App Reliability
For our Cloud apps, we host our services on industry-leading reliability platforms. While we aim for 99.9% uptime, specific guarantees are only provided to Enterprise customers with a signed custom agreement.
We monitor all services 24/7/365. You can check our current system status and incident history by contacting support.