Service Level Agreement (SLA)
Effective starting date: Jun 3, 2026
Service Level Agreement (SLA)
This Service Level Agreement ("SLA") defines the support commitments and technical availability for AutoWorklog: Jira Automation Action, provided by BIG FISH Ltd.
1. App Availability & Infrastructure
Because AutoWorklog is built on the Atlassian Forge framework, it inherits the security, scalability, and uptime of the underlying Atlassian Cloud platform.
- Uptime Target: We rely on Atlassian's infrastructure to execute our application code. We target a 99.9% availability for our app's services, strictly subject to the performance and uptime of the Atlassian Cloud platform.
- Status Monitoring: Any core infrastructure outages affecting the app's execution will be bound by Atlassian's overall system status.
2. Support Channels & Hours
Our technical support team operates out of Budapest, Hungary, and handles requests during regular business hours.
- Support Hours: Monday to Friday, 9:00 AM – 5:00 PM CET / CEST (excluding Hungarian public holidays).
- Primary Contact Channel:
apps-support@bigfish.hu
3. Target Response Times
We categorize support tickets based on operational impact. We commit to the following initial response times during standard business hours:
| Ticket Severity | Definition | Target Initial Response |
|---|---|---|
| L1 — Critical | The app is completely non-functional across the entire instance, blocking critical automation rules for all users. | Within 8 Business Hours |
| L2 — Standard | App is functional, but a specific edge-case bug, smart value mapping issue, or webhook parsing error occurs. | Within 24 Business Hours |
| L3 — General | Simple how-to questions, minor UI bugs, licensing inquiries, or new feature requests. | Within 48 Business Hours |
4. Maintenance and Updates
⚙️ Zero-Downtime Deployment: Thanks to the Atlassian Forge architecture, all updates, patches, and feature additions are deployed seamlessly in the background. The Licensee will not experience operational downtime or maintenance windows during our product deployments.
5. SLA Exclusions
This SLA does not cover performance degradation, failures, or delays caused by:
- Outages, maintenance windows, or API throttling imposed directly by Atlassian.
- Configuration errors within the native Jira Automation rule builder made by the administrator.
- Failure of third-party external tools (e.g., Toggl, GitHub, external CRMs) sending payloads to Jira incoming webhooks.
- Use of the software on un-supported or deprecated browser versions.