Service Level Agreement
This Service Level Agreement (SLA) describes the support commitments that Simple App Foundry provides to customers of our Atlassian Marketplace apps.
Business Hours
Our support team is available Monday to Friday, 8:00 AM – 5:00 PM Eastern Time (ET), excluding US public holidays. Requests submitted outside of business hours will be triaged on the next business day.
Response Times
We commit to the following initial response times, measured from the time a request is received during business hours:
| Priority | Description | Initial Response |
|---|---|---|
| Critical | App is completely unavailable or data loss is occurring | 24 hours |
| Bug | App is functional but a defect is impacting normal use | 48 hours |
| Feature Request | Suggestion for new functionality or improvement | 5 business days |
| General Enquiry | Questions about configuration, licensing, or general usage | 48 hours |
Initial response means acknowledgement of the issue and, where possible, an initial assessment. Resolution times depend on the complexity of the issue and are not guaranteed under this SLA.
How to Submit a Request
- Bug reports and feature requests — submit via GitHub Issues using the provided templates
- General enquiries — email [email protected]
Priority Definitions
Critical
The app is completely non-functional, causing a service outage or data loss with no available workaround. These issues take precedence over all other work.
Bug
The app is functional but a defect is causing incorrect behaviour, performance degradation, or requiring a workaround. This includes UI errors, calculation mistakes, and integration failures.
Feature Request
A suggestion for new functionality, an improvement to an existing feature, or a change to default behaviour. Feature requests are reviewed and prioritised during regular planning.
General Enquiry
Questions about app configuration, licensing, compatibility, or general usage that do not indicate a defect.
Security Bug Fix Policy
In compliance with Atlassian Marketplace standards, we adhere to the following remediation timelines for security vulnerabilities:
- Critical (CVSS 9.0+) — fixed within 10 days
- High (CVSS 7.0 – 8.9) — fixed within 4 weeks
- Medium (CVSS 4.0 – 6.9) — fixed within 12 weeks
Security vulnerabilities should be reported via email to [email protected] with "SECURITY" in the subject line. Please do not file security issues as public GitHub Issues.
Platform & Infrastructure Availability
Our apps are Forge-native applications — all infrastructure, hosting, and data storage are managed by Atlassian.
- Uptime — app availability is governed by the Atlassian Cloud SLA
- Maintenance — updates are deployed automatically via the Forge platform. There are no scheduled maintenance windows required on our side
Exclusions
This SLA does not apply to:
- Issues caused by the Atlassian Cloud platform itself
- Misconfiguration of Jira permissions by the Site Admin
- Use of the app in a development or staging environment
- Third-party integrations or custom scripts not provided by Simple App Foundry
- Issues arising from use of an unsupported app version
Escalation
If you feel your issue is not being addressed within the stated response times, you may escalate by emailing [email protected] with "ESCALATION" in the subject line.
Scope
This SLA applies to all apps published by Simple App Foundry on the Atlassian Marketplace. Support is provided for the current version and the immediately preceding major version of each app. Support for older versions is provided on a best-effort basis.
Changes to This SLA
We may update this SLA from time to time. The current version is always available at simpleappfoundry.com/resources/sla/.
Effective date: 15 March 2026