Service Level Agreement (SLA)

Overview

This Service Level Agreement (SLA) defines the support and maintenance commitments that huminder OÜ provides for our Atlassian Marketplace products. We are committed to delivering reliable software and responsive support to ensure your team’s success.

Products Covered

Product Platform Marketplace
Board Studio for Jira Cloud® Atlassian infrastructure View on Marketplace

Support Channels

Primary Support

Support Hours

Support is provided during Central European Time (CET/CEST) business hours:

  • Monday – Friday: 14:00 – 18:00 CET
  • Weekends & Holidays: Limited monitoring for critical issues

Response Time Targets

Priority Description Initial Response Resolution Target
Critical Service completely unavailable; data loss or security incident 4 business hours 24 hours
High Major feature unavailable; significant impact on productivity 8 business hours 3 business days
Medium Feature partially impaired; workaround available 2 business days 10 business days
Low General questions, feature requests, minor issues 5 business days Best effort

Response times are measured in business hours/days during support hours.

Security Bug Fix Policy

We adhere to Atlassian’s Security Bug Fix Policy for all Marketplace apps:

Severity CVSS Score Fix Timeline
Critical 9.0 – 10.0 14 days
High 7.0 – 8.9 28 days
Medium 4.0 – 6.9 42 days
Low 0.1 – 3.9 180 days

Maintenance & Updates

Scheduled Maintenance

Our apps run on Atlassian Forge infrastructure. Platform maintenance is managed by Atlassian. App updates are deployed with zero downtime.

Update Notifications

Significant updates are communicated via:

  • Atlassian Marketplace changelog
  • In-app release notes
  • Newsletter (for subscribers)

Service Availability

Atlassian Forge provides high availability infrastructure. Our target is 99.9% uptime for app functionality, subject to Atlassian platform availability.

For Atlassian Forge platform status, see: Atlassian Status

Exclusions

This SLA does not cover:

  • Issues caused by customer misuse or misconfiguration
  • Third-party integrations not developed by huminder
  • Atlassian platform outages or maintenance
  • Force majeure events
  • Free trial periods (best-effort support only)

Escalation Process

If you are not satisfied with the support response:

  1. Level 1: Reply to your support ticket requesting escalation
  2. Level 2: Contact us via the contact form with “Escalation” in the subject
  3. Level 3: Atlassian Marketplace dispute resolution

Company Information

huminder OÜ
Sepapaja tn 6, 15551 Tallinn, Estonia
Registry code: 17334610
EU VAT: EE102906989

Related Resources

© 2026 huminder OÜ. All rights reserved.