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.