Service Level Agreement (SLA) for TimeEase

1. Overview

This Service Level Agreement (SLA) outlines the support and maintenance commitments for TimeEase, a Jira plugin built on Atlassian Forge by OptimalSDLC.com.

2. Support Hours

Support is available Monday through Friday, 09:00 to 17:00 Central European Time (CET), excluding public holidays.

3. Support Channels

Users can reach support via email at [email protected].

4. Response Times

• High Priority (Plugin not functioning): Response within 1 business day.
• Medium Priority (Partial issue, workaround exists): Response within 2 business days.
• Low Priority (Feature request, minor bug): Response within 5 business days.

5. Uptime

As TimeEase runs entirely on Atlassian Forge, it inherits Atlassian’s platform availability. We do not manage separate infrastructure.

6. Maintenance and Updates

We may deploy periodic updates to improve performance, add features, or resolve issues. These updates follow Atlassian Marketplace guidelines.

7. Exclusions

This SLA does not cover issues caused by:

• Changes to your Jira instance or configuration
• Misuse or unauthorized modifications of the plugin

8. Changes to SLA

We may update this SLA from time to time. Updates will be posted on our website.