Service Level Agreement

Last updated: January 2025

Summary: We aim to respond to support requests within 2 business days and resolve critical issues as quickly as possible.

1. Overview

This Service Level Agreement ("SLA") describes the support and service levels provided by addressHQ for our Atlassian Marketplace applications.

2. Support Channels

Support is available via email:

Email: support@addresshq.co.uk

Support hours: Monday to Friday, 9:00 AM – 5:00 PM GMT (excluding UK public holidays).

3. Response Times

We aim to respond to all support requests within the following timeframes:

Severity	Description	Response Time
Critical	App is completely unavailable or causing data loss	4 business hours
High	Major feature is broken with no workaround	1 business day
Medium	Feature issue with workaround available	2 business days
Low	General questions, feature requests, minor issues	3 business days

4. Service Availability

Our apps are built on Atlassian Forge and run entirely on Atlassian's infrastructure. Service availability is dependent on Atlassian's platform uptime. For Atlassian platform status, see status.atlassian.com.

5. Resolution Process

Upon receiving a support request, we will:

Acknowledge receipt within the response time stated above
Investigate and diagnose the issue
Provide updates on progress for ongoing issues
Deliver a fix, workaround, or resolution

6. Exclusions

This SLA does not cover:

Issues caused by Atlassian platform outages
Problems resulting from customer modifications or misuse
Feature requests or enhancements (handled separately)
Third-party integrations not provided by addressHQ

7. Updates to This SLA

We may update this SLA from time to time. Changes will be reflected with a new "Last Updated" date at the top of this page.

8. Contact

For support or questions about this SLA:

addressHQ
Email: support@addresshq.co.uk