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Service Level Agreement

Service Level Agreement

Owned by Sue Sustainian
Last updated: May 22, 2024

Updated at May 8th, 2024

Introduction

This Service Level Agreement (SLA) outlines the service commitments between the service provider ("Company") and the customer ("You") for the Sustainian - Carbon Footprint Tracking for Jira ("Service"). This document defines the services provided, performance standards, and responsibilities of both parties. Please note that the Plugin is provided free of charge and is offered as a Software-as-a-Service (SaaS).

Definitions and key terms

To help explain things as clearly as possible in this Terms & Conditions, every time any of these terms are referenced, are strictly defined as:

  • Company: when this terms mention “Company,” “we,” “us,” or “our,” it refers to http://ShiwaForce.com Inc., (Alkotas St. 17-19., Budapest 1123 HUNGARY), that is responsible for your information under this Terms & Conditions.

  • Country: where Sustainian - Carbon Footprint Tracking for Jira or the owners/founders of Sustainian - Carbon Footprint Tracking for Jira are based, in this case is Hungary

  • Service: refers to the service provided by Sustainian - Carbon Footprint Tracking for Jira as described in the relative terms (if available) and on this platform.

  • Third-party service: refers to advertisers, contest sponsors, promotional and marketing partners, and others who provide our content or whose products or services we think may interest you.

  • Plugin/Application: Sustainian - Carbon Footprint Tracking for Jira app, refers to the SOFTWARE PRODUCT identified above.

  • You: a person or entity that is registered with Sustainian - Carbon Footprint Tracking for Jira to use the Services.

Service Description

The Sustainian Jira plugin is a tool designed to enhance the functionality of Jira by providing sustainability-related metrics and features. The services covered by this SLA include:

  • Plugin access and usage

  • Regular updates and maintenance

  • Technical support and troubleshooting

  • User documentation

Service Availability

The Provider will ensure that the Plugin is available to the Customer 99.9% of the time in any given calendar month, excluding scheduled maintenance. Availability is measured by the ability of the Plugin to function as intended within the Jira environment. The Provider is not responsible for the operation of Atlassian products or any issues arising from their functionality.

Scheduled Maintenance

Scheduled maintenance will be performed outside of peak business hours to minimize disruption. The Customer will be notified at least 48 hours in advance of any scheduled maintenance.

Performance Standards

Response Time

The Provider will respond to support requests based on the following priority levels:

  • Critical (Service completely unavailable): Response within 12 hour

  • High (Major functionality impacted): Response within 24 hours

  • Medium (Minor functionality impacted): Response within 2 business day

  • Low (General inquiries or minor issues): Response within 5 business days

Resolution Time

The Provider will aim to resolve issues based on the following priority levels:

  • Critical: Resolution within 1 business day

  • High: Resolution within 3 business day

  • Medium: Resolution within 5 business days

  • Low: Resolution within 10 business days

Support Channels

The Provider will offer support through the following channels:

Customer Responsibilities

The Customer agrees to:

  • Provide accurate and detailed information when reporting issues

  • Ensure that their Jira environment meets the necessary technical requirements for the Plugin

  • Install updates and patches provided by the Provider in a timely manner

  • Designate a primary point of contact for communication with the Provider

Disclaimer

The Provider is not responsible for the operation, performance, or any issues related to Third-party service (eg. Atlassian products, including Jira). The Customer acknowledges that the Plugin's performance may be impacted by the underlying Third-party services, Jira environment and any changes or issues within Atlassian's services, Tempo services.

Reporting and Review

The Provider will provide the Customer with monthly reports detailing service performance, including uptime and response/resolution times. Regular review meetings will be held quarterly to discuss performance, address concerns, and plan for future improvements.

Amendments

This SLA may be amended by mutual agreement between the Provider and the Customer. Any changes will be documented in writing.

Contact Us

Don't hesitate to contact us if you have any questions.