Addon

Service Level Agreement for Atlassian Marketplace Apps

1.) Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between codecentric AG (“Service Provider”, “Vendor”) and customers owning active and valid licenses for Apps obtained via the Atlassian Marketplace.

2.) Service Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

2.1 Service Scope

All Apps developed by codecentric AG, that are listed in the Atlassian Marketplace and stated there as supported, are covered by this Agreement. Support includes all issues and questions that are directly related to the Vendor’s Apps. Support does not include product training, issues related to other Vendor’s Apps, Atlassian application issues or older App versions that are only compatible with Atlassian products that have reached end of life.

2.2 Customer Responsibilities

Customer responsibilities and/or requirements in support of this Agreement include a reasonable availability of customer representative(s) when resolving a service related incident or request.

2.3 Service Provider Responsibilities

Service Provider responsibilities and/or requirements in support of this Agreement include:

  • First sighting, classification and response to the customer in maximum 8 business hours.
  • Issues classified as Blockers: escalation to the development team and first response in maximum 1 working day.
  • High priority classified issues: escalation to the development team and first response within 2 working days.
  • Medium priority classified issues: escalation to the development team and first response within 3 working days.
  • Low priority classified issues: escalation to the development team and first response within 5 working days.

2.4 Business hours

The Vendor’s support team is located in Solingen, Germany. Support hours are:

Monday to Friday, 9:00 am – 6:00 pm (GMT+2 Europe/Berlin Timezone)

The support is closed on weekends (Saturday + Sunday) and during public holidays in state Nordrhein-Westfalen (NRW).


2.5 Support channels

Support requests and Bug reports can be raised: