Service Level Agreement
(AI Requirements for Jira)
Scope and uptime
The Service is a cloud-based Atlassian Marketplace app provided on a best-effort basis for standard business use.
The Service is targeted to be available at least 99.5% of the time per calendar month, excluding scheduled maintenance and factors outside the provider's reasonable control (for example, Atlassian platform outages, internet provider issues).
Support channels and hours
Support is provided via email and/or a contact form linked from the Atlassian Marketplace listing.
Support hours are Monday–Friday, 09:00–17:00 Central European Time (Berlin), excluding German public holidays.
Response and resolution targets
For any support request submitted via the defined channels during support hours, the target initial response time is within 3 business days.
The provider will use commercially reasonable efforts to resolve issues as quickly as possible but does not guarantee specific resolution times; complex issues may require workarounds, updates, or third‑party/Atlassian involvement.
Feedback is always welcome :)
Maintenance, changes, and incidents
The provider may perform scheduled maintenance that can temporarily affect availability; where practical, such maintenance will be announced at least 24 hours in advance and scheduled outside typical business hours for the majority of users.
In case of a significant incident affecting many users, status updates will be provided through the designated support channel until service is restored.
Customer responsibilities and exclusions
Customers are responsible for maintaining a valid Atlassian Cloud subscription, appropriate permissions, and a supported browser or client environment as documented for the app.
This SLA does not apply to issues caused by: (a) Atlassian platform outages or defects, (b) third‑party systems or customizations, (c) user misconfiguration contrary to documentation, or (d) factors outside the provider's reasonable control (force majeure).
SLA credits and limitations
Because this is a simple, low‑risk application, no financial credits are offered; the sole remedy for sustained failure to meet this SLA is the option to discontinue use of the app.
This SLA describes service targets and does not create a guarantee of uninterrupted service or any additional legal warranties beyond those in the app's main terms of use.