Service Level Agreement

This Service Level Agreement describes the support commitments Bomdisoft makes for all of its products, platforms and plugins, including apps distributed through third-party marketplaces such as Estimojo on the Atlassian Marketplace.

Support channels and hours

Support is available by email at support@bomdisoft.com and by live chat on this site. We accept requests 24 hours a day, 7 days a week. Responses are sent Monday to Friday, 09:00 to 17:00 Central European Time (CET). Business days and business hours in this agreement follow that window.

Severity levels

Each request is assigned a severity when it is received:

• S1: Critical: A production service is unavailable or unusable for all users, with no workaround.
• S2: High: A major function is significantly impaired and no reasonable workaround exists.
• S3: Normal: A partial, non-critical loss of functionality. A workaround exists.
• S4: Low: Questions, how-to help, feature requests and cosmetic issues.

First response targets

We aim to send a first response within the following times:

• S1: Critical: 24 hours (calendar)
• S2: High: 2 business days
• S3: Normal: 5 business days
• S4: Low: 5 business days

Resolution and escalation

For S1 requests we work continuously until service is restored or a workaround is in place, and we send regular status updates.

For S2 requests we provide status updates as work progresses. To escalate any open request, reply on the existing thread and ask for escalation.

Exclusions

These targets do not apply to:

• Outages of third-party platforms our products run on, such as the Atlassian cloud or mobile app stores.
• Issues caused by the customer environment or by modifications we did not make.
• Beta and preview features.
• Events beyond our reasonable control.

Nature of this commitment

This document describes support response commitments. It is not an uptime guarantee. Availability of each product is governed by its terms of service.

Changes and contact

We may revise this agreement from time to time; the date above reflects the latest revision. Questions about this agreement can be sent to support@bomdisoft.com.