Service Level Agreement (SLA)

Coverage

This SLA covers apps developed and sold by jPlugs through the Atlassian Marketplace.

Support provided by jPlugs

jPlugs will provide help with any aspect of using our apps included installation, configuration, and guidance in optimal use.

jPlugs can choose not to provide end-user support. Customers who request support are expected to be it-professionals with a basic knowledge about how to configure a Jira server instance.

Support Channels

Support can be requested by e-mail or Jira tickets, which can be submitted at https://jira.atlassian.net

Support Language

jPlugs will provide support in English.

Support Hours

Business opening hours are Monday to Friday from 9:00 to 17:00 except in seasonal holidays.

Response time

75 % of all support requests are answered within two business days.

90 % of all support requests are answered within three business days.