Legal

Service Level Agreement

Last updated: August 3, 2026 · Support & SLA

This Service Level Agreement ("SLA") describes the support commitments provided by George Grachev ("Developer", "we", "us") to customers of apps published on the Atlassian Marketplace at grachev.app. This SLA supplements and forms part of our Terms of Service.

1. Support Channel

All support requests must be submitted by email to [email protected].

We do not provide telephone or live-chat support. Requests submitted through other channels (social media, the Atlassian Community, or public repositories) may be answered on a best-effort basis but are not covered by the response times below.

2. Support Hours

Support is provided Monday to Friday, 10:00 – 16:00 Central European Time (CET / CEST), excluding Slovak public holidays.

Requests submitted outside these hours are considered received at the start of the next business day.

3. Response Times

We commit to acknowledging every support request within the following response targets, measured in business hours as defined in Section 2:

S1 — Critical. The app is completely unavailable, causes data loss, or blocks all users from working, with no known workaround. First response within 8 business hours.
S2 — High. A major feature is broken or produces incorrect results. A workaround may exist but is not acceptable long-term. First response within 1 business day.
S3 — Medium. A minor feature is broken or behaves unexpectedly. An acceptable workaround exists. First response within 2 business days.
S4 — Low. General questions, feature requests, cosmetic issues, or documentation queries. First response within 5 business days.

Severity is initially assigned by the customer and may be reclassified by us in good faith after review. First-response times refer to the initial acknowledgement and diagnosis of the issue, not to full resolution.

4. Resolution

We do not provide a fixed resolution-time commitment. We commit to working diligently on all validated issues and to communicating progress at reasonable intervals until resolution or a documented workaround is provided.

5. Free-Tier Users

Customers on the free tier (teams of ten users or fewer) receive best-effort support through the same channel. The response times in Section 3 apply as targets, not guarantees, for free-tier requests.

6. Service Availability

Our apps are built on the Atlassian Forge platform and run entirely within Atlassian Cloud infrastructure. Service availability is therefore governed by Atlassian's own Cloud Support Services Policy.

We do not operate any external infrastructure and cannot guarantee uptime beyond that of the underlying Atlassian platform.

7. Exclusions

The response times in Section 3 do not apply to:

Issues caused by misuse of the app, unauthorised modification, or use in violation of our Terms of Service
Issues caused by third-party apps, integrations, or customer-side scripts
Issues caused by Atlassian platform outages or changes to the Jira REST API
Requests that are not reproducible or lack the diagnostic information reasonably necessary to investigate

8. Information Required

To help us respond efficiently, please include with every support request:

The name of the app and its installed version
Your Atlassian site URL (for example, yourcompany.atlassian.net)
A clear description of the expected and actual behaviour
Steps to reproduce the issue, with screenshots where relevant
The time (with timezone) when the issue occurred

9. Changes to This SLA

We may update this SLA from time to time. Material changes will be announced at least thirty (30) days in advance through the Marketplace listing and on this page. Continued use of the app after changes are posted constitutes acceptance of the updated SLA.