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This SLA agreement is applicable for non Data Center solution customers. Please refer SLA for Data Center customers if you are using Atlassian Data Center solutions customer. |
- This Service Level Agreement (SLA) defines the services and service levels between the technical support (Codedoers) and the customers of that technical support (Customer).
- Codedoers technical support is available from 9 a.m. to 5 p.m. ((GMT+01:00) Warsaw time) Monday through Friday, excluding all holidays.
- Requests for support will be fulfilled based on priorities (Critical, Major, Medium, Minor) which are determined by urgency and level of impact.
- Response is defined as a “good faith” effort to communicate with the customer using the contact information provided by that customer. Response will be via service desk system or in special cases via phone.
- Service Level response times to service requests are measured once a request is submitted via service desk system. Solution time is defined as maximum period of time required by Codedoers to manage customer`s request. Response Times:
| Priority | Incident description | Response time | Solution time |
|---|---|---|---|
| Critical | Product crushes, critical functionality not available | 48h | 96h |
| Major | Important functionality not available | 72h | 168h |
| Medium | Has the potential to affect progress. | 120h | 480h |
| Minor | Cosmetics | 168 h | - |
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