Scope
This SLA applies to support requests and defect reports for our Atlassian Marketplace SaaS app (for example, Resource Management for Jira) running on Atlassian Cloud. If you have a separate contract with us, that contract governs in case of conflict.
Support hours
Our normal hours of operation are 10:00–18:00, Monday–Friday, Armenia Time (AMT, UTC/GMT+4), excluding Armenian public holidays.
Requests submitted outside support hours are received and queued and will be handled during the next support window.
Incident severity
- Severity 1 (Critical): Complete outage or core app functionality unavailable for most users with no reasonable workaround (not caused by an Atlassian/Jira platform incident).
- Severity 2 (High): Major functionality is impaired for a subset of users, or there is a viable but disruptive workaround.
- Severity 3 (Normal): Minor issue, degraded performance, or functional defect with a reasonable workaround.
- Severity 4 (Low): How-to questions, cosmetic issues, and enhancement requests.
Response targets
Response time is the time from when a request is received to when we acknowledge it and begin triage. Targets apply during support hours.
- Severity 1: 1 business day
- Severity 2: 4 business days
- Severity 3: 1 week
- Severity 4: 4 weeks
Resolution times vary by complexity and dependencies (for example, Jira/Atlassian services or other third-party dependencies).
Hosting (Atlassian)
The SaaS application is hosted and operated by Atlassian as part of the Atlassian Cloud / Marketplace platform. This SLA focuses on our commitments to triage and fix defects in our application; it does not provide an uptime SLA for the Atlassian platform or Jira Cloud.
Exclusions
This SLA does not cover issues caused by:
- misuse or unauthorized modifications;
- customer network, hardware, or environment issues;
- third‑party outages or degradation (including Atlassian/Jira services);
- Jira configuration, permissions, or access control settings outside of our application;
- Atlassian marketplace lead-times for publishing and updating the app;
- force majeure events (e.g. natural disasters).
Contact
For support, use the portal contact form via Support.