Flowzira Service Level Agreement
Version: 2.1
Effective Date: Dec 1, 2024

1. Scope
This SLA governs support services provided by Flowzira for its Atlassian Marketplace app only. It does not cover Atlassian Cloud or Server, nor integrations or customizations outside Flowzira.

2. Support Availability
Business Hours: Monday–Friday, 08:00–18:00 ET (excluding U.S. public holidays)
Support Channels: Email and support portal at support.flowzira.com

3. Response & Resolution Targets
Priority
Definition
Initial Response
Status Update
Resolution Goal
P1 – Critical
Production down or severe impact
≤ 4 hours
Every 8 hours
≤ 2 business days
P2 – High
Major feature broken or large impact
≤ 8 hours
Every 16 hours
≤ 5 business days
P3 – Medium
Minor issue or workaround exists
≤ 24 hours
Every 48 hours
≤ 10 business days
P4 – Low
Feature request or documentation
≤ 48 hours
Every 5 business days
Best effort
 
Response: acknowledgment and classification
Status Update: progress report
Resolution: fix, workaround, or schedule

 

4. Support Scope
Included:

Issues with installing or upgrading Flowzira
Functional bugs in current Flowzira version
Usage questions for Flowzira
Excluded:

Atlassian product issues
Third-party plugin integration issues
Custom development or configuration services (billed separately)

5. Escalation Procedure
If published targets aren’t met:

Submit an escalation via support portal.
A senior engineer will respond within 8 business hours.
Engineering leadership review within 24 business hours.

6. Exclusions
This SLA does not apply to delays due to:

Unsupported versions of Flowzira or Atlassian
Client’s environment or dependencies failures
Force majeure events
Customer delays in providing necessary information

7. Reporting & Review
Quarterly reporting of SLA performance and tickets
SLA to be reviewed annually or upon mutual agreement

8. Definitions
Business day/hours: Mon–Fri 08:00–18:00 ET
Priority levels: Assigned by support team based on impact

9. Modification & Termination
Flowzira reserves the right to revise this SLA. Changes will be posted on our website 30 days before taking effect. Continued use of support constitutes acceptance. Flowzira may terminate or suspend support if customer breaches this SLA after notice.