Service Level Agreement (SLA)

Effective Date: 27th May, 2024
Target environment: Apps for Atlassian Data Center

Welcome to our Service Level Agreement (SLA) page. This SLA outlines the terms and conditions under which we provide support and maintenance services for our applications. Please review the following details to understand our commitment to ensuring the proper functioning of your application.

Services Provided

We are dedicated to:

  1. Ensuring the proper functioning of the application.
  2. Providing support and maintenance to fix any bugs or issues that arise in the application.

Response Times

We guarantee the following response times:

  1. Initial Response Time: We will acknowledge receipt of support requests within 5 business days.
  2. Bug Fixes: Bugs will be prioritized and addressed according to their severity, with the most critical bugs being investigated in 1 day since reporting, until the very low priority bugs being investigated up to 30 days from the report.

Support Requests

To report issues or request support, you can contact us through:

Customer Responsibilities

To help us provide timely and efficient support, we ask that you:

  1. Provide detailed information about the issue, including steps to reproduce the bug, screenshots, and any relevant logs.
  2. Cooperate with our team during the troubleshooting process.

Service Provider Responsibilities

We are committed to:

  1. Providing support during normal business hours in UTC+2:00 timezone (9:00 – 17:00).
  2. Communicating effectively with you regarding the status and resolution of your support requests.
  3. Implementing fixes and updates to the application as required.

Exclusions

This SLA does not cover:

  1. Issues caused by third-party software or hardware.
  2. Problems resulting from misuse or unauthorized modifications of the application by you.
  3. Support for any application functionality not included in the original scope of the application.

Term and Termination

This SLA is effective from the date specified above and will remain in effect until terminated by either party. Either party may terminate this SLA by providing 30 days written notice to the other party.

Limitation of Liability

Our liability for any and all claims related to this SLA will not exceed the total amount paid by you for the services provided under this SLA in the 12 months preceding the claim.

Governing Law

This SLA is governed by and construed in accordance with the laws of Slovak Republic.

Contact Us

If you have any questions or need further information, please do not hesitate to contact us.

Thank you for choosing our software solutions. We look forward to providing you with exceptional service and support.

This SLA represents the entire agreement between you and us regarding the services described herein and supersedes all prior agreements and understandings, whether written or oral.