Jira Apps – Our Service Level Agreement (SLA)

1. Scope

This Service Level Agreement defines the support response times and responsibilities for the application provided via Atlassian’s cloud infrastructure.

2. Infrastructure Responsibility

The application is fully hosted on Atlassian’s cloud platform.
In the event of infrastructure-related incidents (including outages, degraded performance, or platform-level errors), these are managed directly by Atlassian.

Atlassian operates a 24/7 incident response process. Any infrastructure issue is automatically handled by their teams with the highest priority. We continuously monitor such incidents and stay informed via Atlassian’s status channels.

3. Application Support

For all issues not related to Atlassian infrastructure—such as configuration questions, feature inquiries, or application-specific behavior—we provide support according to the following response times:

• Standard inquiries: Response within 2–5 business days
• Complex issues: May require additional time depending on investigation and coordination efforts

4. Business Hours

Support is provided during standard business hours (Monday–Friday, excluding public holidays).

5. Support Channels

All support requests should be submitted through one of the following channels:

• Email: support+CDV@winkelwagen.de
• Support form: https://winkelwagen.atlassian.net/jira/software/c/form/967d9847-b6f5-4909-aae3-06522c84670c

Requests submitted via these channels will be handled in accordance with the response times defined in this SLA.