SLA version 1.2, valid from Monday, August 12, 2019
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.
- 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 | - |