Service Level Agreement

1. Introduction

• Product: ChatBridge for Jira Service Management
• Provider: Progressive dev
• Client: Atlassian Marketplace users who have installed the app
• Purpose: To ensure predictable support, transparent incident handling, and compliance with Atlassian Cloud requirements

2. Scope of Services

a. Covered Components

• External chat integrations (Telegram)
• Message, file, and metadata transmission
• Privacy and access control settings
• Integration with JSM queues, agents, and request types

b. Support Channels

• Atlassian Support Portal
• Email
• Marketplace Q&A

c. SLA Activation

• Begins upon app installation with an active subscription

3. Service Levels

Priority Level	Example Scenarios	Response Time	Resolution Time
P1 - Critical	Data loss, login failure	≤ 4 hours	≤ 1 business day
P2 - High	Message delivery issues, UI malfunction	≤ 8 hours	≤ 2 business days
P3 - Medium	Misconfigurations, localization issues	≤ 1 business day	≤ 5 business days
P4 - Low	Feature requests, documentation feedback	≤ 2 business days	As agreed

4. Metrics and Monitoring

• Uptime: ≥ 99.9%, aligned with Atlassian Cloud SLA
• Monitoring: Via Atlassian Forge logging and Atlassian Statuspage
• Reporting: Available upon request, quarterly

5. Responsibilities

Provider

• Ensures stable app performance within Forge API limits
• Responds to support requests via designated channels
• Delivers updates and bug fixes

Client

• Provides accurate issue descriptions
• Uses the latest version of the app
• Complies with Atlassian Marketplace terms of use

6. SLA Breach and Compensation

• Compensation: Service credits or subscription extension for verified SLA breaches
• Requests must be submitted via Atlassian Support within 15 days of the incident
• Exclusions: Force majeure events, issues caused by third-party integrations or custom scripts

7. Security and Privacy

• Encryption: All data transmitted via HTTPS, compliant with Atlassian Forge requirements
• Data Storage: No persistent storage of user data outside Atlassian Cloud
• Compliance: App adheres to Forge App Security Questionnaire and Atlassian Marketplace Security Policy

8. Contact Information

For support inquiries, feedback, or SLA-related questions, please contact:

• Support Team
• Email: [email protected]
• Support Hours: Monday–Friday, 08:00–20:00 EEST
• Location: Kyiv, Ukraine