Service Level Agreement (SLA)

Our commitment to providing excellent support with defined response times and resolution targets for all Atlassian app issues.

We are committed to providing excellent support for all our Atlassian applications. Below are our service level agreements for different types of support requests.

Response Times

Critical Issues (P1)

Definition: Application completely unavailable or major functionality broken that prevents normal business operations.

  • Response time: 4 hours
  • Resolution target: 24 hours
  • Availability: 24/7 support
  • Communication: Hourly updates until resolved

Examples:

  • Complete application failure
  • Security vulnerabilities
  • Data loss or corruption
  • Performance issues affecting all users

High Priority Issues (P2)

Definition: Significant functionality impacted but workarounds available.

  • Response time: 8 hours
  • Resolution target: 72 hours
  • Availability: Business hours
  • Communication: Daily updates

Examples:

  • Feature not working as expected
  • Performance degradation
  • Integration failures
  • Configuration issues affecting multiple users

Medium Priority Issues (P3)

Definition: Minor functionality issues or enhancement requests.

  • Response time: 24 hours
  • Resolution target: 5 business days
  • Availability: Business hours
  • Communication: Updates every 2 business days

Examples:

  • Minor bugs not affecting core functionality
  • Feature enhancement requests
  • Documentation updates
  • Configuration questions

Low Priority Issues (P4)

Definition: General questions, documentation requests, or cosmetic issues.

  • Response time: 48 hours
  • Resolution target: 10 business days
  • Availability: Business hours
  • Communication: Weekly updates

Examples:

  • How-to questions
  • Best practice guidance
  • Cosmetic UI issues
  • Feature clarifications

Support Channels

Primary Support

  • Email: support@techease.pro
  • Support Portal: Available 24/7 through our customer portal
  • Ticket System: Automated tracking and status updates

Emergency Support

  • Critical Issues: 24/7 emergency hotline for P1 issues
  • Emergency Contact: Provided to customers with active support agreements
  • Escalation: Direct access to senior engineers for urgent matters

Coverage Hours

Standard Support

  • Hours: Monday through Friday: 9:00 AM - 5:00 PM CST
  • Holidays: Major US Holidays: Limited support available
  • Time Zones: Primary coverage in Central Time Zone

Critical Issue Support

  • Availability: 24/7 for severity P1 issues
  • Response: Within 4 hours regardless of time or day
  • Coverage: Global support team for round-the-clock assistance

Support Inclusions

What’s Included

  • ✅ Bug fixes and technical issue resolution
  • ✅ Configuration assistance and guidance
  • ✅ App update and upgrade support
  • ✅ Integration troubleshooting
  • ✅ Performance optimization recommendations
  • ✅ Security patch installations
  • ✅ Documentation and knowledge base access

What’s Not Included

  • ❌ Custom development or feature modifications
  • ❌ Third-party plugin support (unless directly related to our apps)
  • ❌ Atlassian platform administration training
  • ❌ Data migration services (available separately)
  • ❌ On-site consulting (available separately)

Service Credits

SLA Violations

If we fail to meet our response time commitments:

  • First violation: 10% service credit
  • Second violation: 25% service credit
  • Third violation: 50% service credit
  • Continued violations: Right to terminate with full refund

Credit Requests

  • Must be submitted within 30 days of SLA violation
  • Credits applied to next billing cycle
  • Documentation required for credit approval

Maintenance Windows

Scheduled Maintenance

  • Frequency: Monthly maintenance windows
  • Duration: Maximum 4 hours
  • Notification: 72 hours advance notice
  • Timing: During low-usage periods (typically weekends)

Emergency Maintenance

  • Notification: Minimum 4 hours notice when possible
  • Duration: As required for critical security or stability issues
  • Communication: Real-time status updates during maintenance

Support Agreement Terms

Eligibility

This SLA applies to customers with:

  • Active app licenses
  • Current support subscription
  • Properly configured environments meeting our system requirements

Exclusions

SLA does not apply during:

  • Scheduled maintenance windows
  • Issues caused by third-party systems
  • Problems resulting from unauthorized modifications
  • Force majeure events beyond our control

Continuous Improvement

We regularly review our support metrics and adjust our processes to:

  • Reduce response and resolution times
  • Improve first-contact resolution rates
  • Enhance customer satisfaction scores
  • Expand knowledge base and self-service options

Your feedback is crucial in helping us improve our support services. We welcome suggestions and regularly survey our customers to ensure we’re meeting your needs.

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