This Service Level Agreement (SLA) describes the support that Qwerty Craft provides for Proxy Agent and any other apps we publish on the Atlassian Marketplace.
Response time
We will respond to support requests delivered through the channels listed below within 1 business day. In practice we often respond outside business hours as well, but this is not a guarantee.
Business hours
Our business hours are 09:00 to 18:00 GMT+3, Monday to Friday, excluding public holidays.
Support channels
You can reach us through:
- Email at ata@qwertycraft.com (preferred for all support, security, and licensing questions).
- The "Support" link on our Atlassian Marketplace listing.
What our support includes
- Assistance with installing and configuring our apps.
- Help troubleshooting problems with our apps.
- Clarification of documented behaviour and feature scope.
- Review of bug reports and prioritisation of fixes.
What our support does not include
- Phone or on-site support. We may answer ad-hoc questions by phone where possible, but a phone response is not guaranteed.
- Product training or consulting engagements.
- Support for configuration of the host product (Jira, Jira Service Management, Confluence) that is not directly related to our apps.
- Customisation of our apps for a specific customer beyond the documented features.
- Support in any language other than English.
Severity and prioritisation
- Critical: the app is unusable or causes data loss for all users on a site. We aim to acknowledge within 1 business day and to ship a fix as quickly as the Atlassian Marketplace release process allows.
- High: a documented feature does not work as described for a customer. We aim to ship a fix in the next planned release.
- Normal: minor bugs, questions, and feature requests. Triaged and scheduled into the regular release cadence.
Exclusions
This SLA does not cover incidents caused by Atlassian platform outages, customer misconfiguration, or third-party apps. For Atlassian platform status, see status.atlassian.com.
Changes to this SLA
We may update this SLA from time to time. Material changes will be reflected in the "Last updated" date at the top of this page.