Service Level Agreement

To contact our support team, please open a ticket in our support portal.

Classification

Criteria

Time to first response for issues

Level 1 

  • Critical loss of add-on functionality

  • Performance resulting in high number of users unable to perform their normal functions.

Reported during business hours (10 a.m. - 6 p.m. PST, Monday - Friday)
within 5 hours

Level 2 

  • Moderate loss of add-on functionality

  • Performance resulting in multiple users impacted in their normal functions.

within 1 business day

Level 3 

  • Minor loss of add-on functionality

  • Issues encountered in a non-production environment.

within 3 business days

Level 4

  • Product feature questions

  • Product modification or enhancement requests

within 5 business days

For security related bugs, our apps sold on the Atlassian Marketplace are subject to Atlassian’s Security Bug Fix Policy, which defines severities and SLAs for fixing those bugs.