Support & Service Level Agreement
Scope
This SLA applies to all apps published by Ovrid Labs on the Atlassian Marketplace, including UserLens and ConfluClean.
Support channels
- Email: support@ovrid.io
- Support form: Open a support ticket
- In-app: feedback mechanism within the app
Hours of operation
- Days: Monday to Friday
- Hours: 9:00 AM - 6:00 PM CET (Central European Time)
- Holidays: French public holidays observed. Support may be limited or unavailable on these dates.
Response time targets
| Severity | Description | Target response time |
|---|---|---|
| Critical | App is completely non-functional, no workaround available | 1 business day |
| High | Major feature is broken, limited workaround available | 2 business days |
| Medium | Feature issue with a reasonable workaround, or a question about functionality | 3 business days |
| Low | Minor cosmetic issue, feature request, or general inquiry | 5 business days |
Response time is measured from the time the request is received during business hours. Requests received outside business hours are treated as received at the start of the next business day.
Resolution targets
We aim to resolve or provide a clear action plan within the following timeframes:
| Severity | Target resolution |
|---|---|
| Critical | 3 business days |
| High | 5 business days |
| Medium | 10 business days |
| Low | Best effort, included in future release cycle |
These are targets, not guarantees. Complex issues may require additional time. We will communicate expected timelines for any issue that exceeds these targets.
App availability
- Our apps run on Atlassian Forge, a serverless platform managed by Atlassian. App availability is dependent on the Forge platform and Atlassian Cloud infrastructure.
- For Atlassian platform status, refer to status.atlassian.com.
- We do not operate independent infrastructure, therefore we do not provide a separate uptime SLA beyond what Atlassian guarantees for Forge-hosted apps.
Updates and maintenance
- App updates are deployed through the Atlassian Marketplace standard process.
- No scheduled downtime is required for updates - Forge deployments are seamless.
- Release notes are published with each Marketplace version.
Escalation
If you are not satisfied with the support response, you can escalate by replying to the support thread with “ESCALATE” in the subject line. Escalated issues are reviewed by the company owner within 1 business day.
Limitations
- This SLA applies to the app software only, not to Atlassian platform issues.
- Support is provided in English and French.
- This SLA does not constitute a legally binding contract. It represents our commitment to providing quality support to our customers.
Contact
Ovrid Labs
- Email: support@ovrid.io
- Company: ADANOOR, France