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	-