Service Level Agreement (SLA) for Atlassian Apps

1. General Overview

These SLAs define the expected level of service for the development, maintenance, and support of Atlassian Apps. They ensure transparency, accountability, and alignment with user needs.

2. Service Availability

  • Target Uptime: 99.5% (excluding scheduled maintenance).
  • Scheduled Maintenance: Notifications will be sent 48 hours in advance, and maintenance will occur during off-peak hours.
  • Incident Response: Critical issues will be acknowledged within 1 hour and resolved within 4 hours.

3. Incident Management

  • Priority Levels:
    • Critical (P1): App is completely down or unusable.
      • Response Time: 1 hour
      • Resolution Time: 4 hours
    • High (P2): Major functionality is impaired.
      • Response Time: 2 hours
      • Resolution Time: 8 hours
    • Medium (P3): Minor issues with limited impact.
      • Response Time: 4 hours
      • Resolution Time: 24 hours
    • Low (P4): General inquiries or feature requests.
      • Response Time: 8 hours
      • Resolution Time: 5 business days

4. Feature Requests and Enhancements

  • Evaluation Timeframe: All feature requests will be reviewed within 5 business days.
  • Implementation Timeline: Approved features will be prioritized and delivered within 3–6 months, depending on complexity and roadmap alignment.

5. Support Channels

  • Email Support: support@brewmysoftware.com (response within 8 business hours).
  • Help Center: Comprehensive documentation and FAQs available 24/7.
  • Live Chat: Available during business hours (9 AM–5 PM, Monday–Friday).

6. Reporting and Communication

  • Monthly Reports: Includes uptime metrics, incident summaries, and feature updates.
  • Outage Notifications: Users will be notified within 30 minutes of an outage.

7. Exclusions

  • Issues caused by third-party integrations or user errors.
  • Customizations or configurations not officially supported.