Service Level Agreement

At-a-glance

Availability target: 99.5% monthly uptime (excluding scheduled maintenance and third-party outages).
Support hours: Monday–Friday, 09:00–18:00 GMT, excluding Irish public holidays.
Initial response: Within 1 business day for support requests.
Support channel: support@ardsaor.com.

1. Scope

This SLA applies to ArdSaor’s Atlassian Forge apps and related support services (the Services), including current and future ArdSaor products delivered through the Atlassian Marketplace.

This SLA is part of the Services and is subject to the Terms of Use. If there is a conflict, the Terms of Use control. Unless expressly agreed in writing, the commitments in this SLA are targets and do not create service credits or other monetary remedies.

If you have a separate signed agreement or order form that specifies different service levels, that agreement takes precedence over this SLA for the covered Services.

2. Definitions

Business hours: Monday–Friday, 09:00–18:00 GMT, excluding Irish public holidays.
Business day: Any day within business hours.
Downtime: A period when the Service is unavailable to most users due to an ArdSaor-controlled failure.
Scheduled maintenance: Planned maintenance announced at least 24 hours in advance.
Emergency maintenance: Unplanned work required to protect security, data integrity, or platform stability.
Monthly Uptime Percentage (MUP): ((total minutes in month – downtime minutes) / total minutes in month) × 100.

3. Availability commitment

We use commercially reasonable efforts to meet a 99.5% monthly uptime target for the Services, measured by MUP. Uptime is calculated over a calendar month.

Metric	Target	Measurement
Monthly Uptime Percentage	99.5%	Service monitoring and incident logs, excluding downtime defined in Section 10.

Services run on Atlassian Forge. Availability of Atlassian-hosted components is governed by Atlassian’s own service commitments and is excluded from this SLA.

4. Maintenance and changes

Scheduled maintenance: We provide at least 24 hours’ notice by email or in-product messaging when practicable and when maintenance could impact availability.
Emergency maintenance: If immediate action is required, we may perform maintenance without prior notice and will communicate as soon as practical.
Release cadence: Updates are deployed through Atlassian’s Forge platform and Marketplace processes. Feature releases may require short restarts or background migrations.

5. Support channels and hours

Support is provided through support@ardsaor.com or the Atlassian Marketplace support channel.

Support hours: Business hours as defined above.
Initial response target: Within 1 business day for support requests.
Discovery or general enquiries: Within 3 business days.
Availability: We do not provide 24/7 support unless separately agreed in writing.

6. Severity levels and response targets

We classify incidents by severity to prioritize response and remediation. Response targets apply during business hours unless otherwise noted.

Severity	Definition	Target first response (business hours)	Update cadence (business hours)	Target restoration approach
SEV-1 (Critical)	Service outage, data loss risk, or security incident affecting most users.	Within 1 business day; we may respond sooner at our discretion.	Every 4 business hours, when practicable, until mitigated.	Commercially reasonable efforts to restore core functionality with priority.
SEV-2 (High)	Major functionality degraded; workaround available.	Within 1 business day.	Daily during business hours.	Fix or workaround prioritized for the next planned release.
SEV-3 (Medium)	Limited feature impact or intermittent issue with minor user impact.	Within 1 business day.	Weekly or when status changes.	Planned for a future release.
SEV-4 (Low)	Cosmetic issues, documentation errors, or enhancement requests.	Within 1 business day.	As part of normal backlog updates.	Addressed in the normal product roadmap.

Resolution timelines are targets and may vary based on root cause, Atlassian dependencies, or required customer actions.

7. Incident communications

We acknowledge incidents within the response targets and provide updates based on severity.
For SEV-1 incidents, we provide a summary of impact, mitigation steps, and current status.
Post-incident reviews may be provided on request for SEV-1 incidents, subject to availability and confidentiality.

8. Service credits

Service credits are not offered under this standard SLA. If credits or enhanced commitments are required, they may be negotiated under a separate agreement.

9. Customer responsibilities

Maintain an active Atlassian subscription and appropriate permissions for the Services.
Provide accurate contact details and promptly respond to requests for additional information.
Follow documented configuration guidance and avoid unsupported customizations.
Notify ArdSaor of suspected security issues or service degradation without delay.

10. Exclusions

Downtime or service issues caused by any of the following are excluded from SLA calculations and commitments:

Atlassian platform outages or interruptions in Forge, Jira Cloud, or Marketplace services.
Scheduled or emergency maintenance performed as described in Section 4.
Customer-side configuration errors, browser issues, or network failures.
Beta, preview, or experimental features identified as such.
Force majeure events or factors outside ArdSaor’s reasonable control.

11. Data protection and security

ArdSaor apps run on Atlassian Forge and keep customer data within Atlassian-hosted infrastructure. Security practices, data handling, and breach notifications are detailed in our Privacy Policy.

12. Changes to this SLA

We may update this SLA to reflect changes in our services or legal requirements. Material changes will be communicated at least 15 days in advance when practicable, unless immediate updates are required for security or compliance.

13. Contact

For SLA questions or incident escalation, email support@ardsaor.com. Legal notices may be sent to legal@ardsaor.com.

Service Level Agreement (SLA)