Service Level Agreement (SLA)
Effective Date: August 2026 • Last Updated: August 2026
This Service Level Agreement (“SLA”) outlines the standard support terms, response time commitments, and service availability expectations for Atlassian Marketplace applications provided by Clarios Technology.
1. Support Channels
All support requests must be submitted through our official, designated support channels to ensure proper tracking, prioritization, and response measurement.
Note: We do not offer support via telephone, live video, social media, or Atlassian Community forum threads.
2. Business Hours & Coverage
Our core technical support operations run during standard business hours:
- Support Hours: Monday through Friday, 9:00 AM – 5:00 PM AEST
- Exclusions: Weekends and public holidays.
Support requests submitted outside of business hours will be received, queued, and evaluated on the following business day.
3. Target Response Times
We categorize incoming support requests by severity to ensure high-impact issues are prioritized. The targets listed below represent our commitment to an initial human response within business hours, not a guaranteed resolution time.
| Severity Level | Definition | Target First Response |
|---|
| High (Critical) | Core application is entirely inaccessible or down for all users; severe operational blocker with no immediate workaround. | Within 24 business hours |
| Medium (Major) | Important application feature is degraded or broken, but a temporary operational workaround is available. | Within 48 business hours |
| Low (Minor) | Non-critical bugs, cosmetic issues, general configuration questions, documentation inquiries, or feature requests. | Within 72 business hours |
4. Scope of Support
Included in Support
- Troubleshooting installation, app configuration, and setup issues.
- Identifying, triaging, and resolving bugs within Clarios Technology software.
- Answering feature-related questions and clarifying official documentation.
Excluded from Support
- General Atlassian administration (e.g., configuring Jira workflows, permissions, or Confluence spaces unrelated to our app).
- Troubleshooting non-Clarios third-party apps or custom Marketplace integrations.
- Custom code development, script writing, webhooks, or bespoke API integration support.
- Support for instances operating without an active, valid Atlassian Marketplace license.
5. Service Availability & Infrastructure
Clarios Technology applications utilize the Atlassian Remote Forge architecture, where compute and data storage operate on Clarios-managed external infrastructure while integrating seamlessly with Atlassian Cloud.
Service Responsibilities
- Clarios Technology Infrastructure: We manage, monitor, and maintain our external backend services, databases, and application APIs. We target 99.0% monthly uptime for our remote services, excluding scheduled maintenance.
- Shared Dependencies: Application availability depends on both our remote backend and Atlassian Cloud systems:
- Atlassian Platform Dependencies: Issues originating from Atlassian Cloud outages, Atlassian Forge gateway delays, or Atlassian GraphQL/REST API failures are beyond our direct control and are excluded from our uptime availability metrics. Platform incidents can be monitored at the Atlassian Status Page.
- Network & Cloud Transit: Outages caused by public internet routing issues or major third-party cloud provider region-wide failures are excluded from SLA calculations.
Scheduled Maintenance
We reserve the right to perform routine system updates and maintenance on our remote infrastructure.
- Notice: For planned maintenance likely to impact availability, we will provide at least 48 hours advance notice via our support portal or status page.
- Emergency Maintenance: Critical security patches or emergency updates may be deployed with minimal or no advance notice to preserve data integrity and platform security.