Service Level Agreement
This SLA applies to all paid tiers of Ovrid Labs applications on the Atlassian Marketplace.
1. Platform Availability
Our apps run on Atlassian Forge and inherit Atlassian’s platform availability. App availability is directly dependent on Atlassian Cloud’s uptime. For Atlassian’s SLA, see Atlassian Cloud SLA.
2. Support Response Times
| Priority | Description | Response Time |
|---|---|---|
| P1 - Critical | App is completely non-functional | 24 hours |
| P2 - Major | Core feature is broken, no workaround | 48 hours |
| P3 - Minor | Feature issue with workaround available | 5 business days |
| P4 - Low | Enhancement request or cosmetic issue | Best effort |
Response times are measured during business hours (Monday to Friday, 9:00-18:00 CET, excluding French public holidays).
3. Support Channels
- Email: support@ovrid.io
- Atlassian Marketplace: Support requests via the app listing
- Documentation: https://docs.ovrid.io
4. Maintenance
- Updates are deployed through the Atlassian Marketplace update mechanism
- Minor updates are auto-deployed without admin intervention
- Major updates (scope changes) require admin approval
- We provide at least 7 days notice for breaking changes
5. Exclusions
This SLA does not cover:
- Atlassian Cloud platform outages
- Issues caused by customer configuration or third-party apps
- Free tier apps
- Beta or preview features
6. Contact
- Email: support@ovrid.io
- Company: ADANOOR (EURL), France