Service Level Agreement (SLA)

Teams, Work. Ltd.

This Service Level Agreement ("SLA") outlines the terms and conditions governing the use of the [Name of Your Plugin] plugin provided by Teams, Work. Ltd ("Service Provider") to customers ("Customers") for installation on their self-hosted Jira instances.

1. Service Description:

The Project and goal status reporting and tracking plugin enhances the functionality of Jira instances by providing the capability to create projects and goals to report upon on a regular basis. Projects and goals can be categorised and enhanced with metadata such as risks, decisions and learnings. The application will provide some lightweight reporting ability and notifications.

2. Service Availability:

2.1. Plugin Availability: The Service Provider commits to ensuring that the Project and Goal status tracking for Jira plugin is available for installation and use by Customers at all times.

2.2. Downtime: The Service Provider shall make reasonable efforts to minimize downtime of the Project and Goal tracking for Jira plugin. Downtime excludes issues caused by Customer misuse or configuration errors.

3. Support:

The Service Provider shall provide support to Customers for installation, configuration, and usage of the Project and Goal tracking for Jira plugin via email and Jira support tickets. Admins of products with 25+ users (4+ users for Jira Service Management) are considered eligible for support.

Severity:

L1: 6 business hours

L2: 12 business hours

L3: 2 business day

L4: 3 business days

Support hours are 9 hours per day Mon - Fri.

4. Updates and Compatibility:

The Service Provider shall provide updates to the Project and Goal tracking for Jira plugin to ensure compatibility with supported versions of Jira. Customers will be notified of required updates and provided with installation instructions. Updates will be delivered through the Atlassian marketplace.

5. Data Security:

The Service Provider shall implement appropriate measures to safeguard the security of Customer data processed or stored by the Project and Goal tracking for Jira plugin on their Jira instances.

6. Liability:

The Service Provider shall not be liable for any damages, losses, or disruptions caused by factors beyond its control.

7. Termination:

Customers may terminate their use of the Project and Goal tracking for Jira plugin at any time. The Service Provider reserves the right to terminate access to the plugin in the event of a material breach of this SLA by the Customer.

8. Miscellaneous:

8.1. Amendments: This SLA may be amended by the Service Provider from time to time. Customers will be notified of any changes.

8.2. Governing Law: This SLA shall be governed by and construed in accordance with the laws of the United Kingdon.

9. Contact Information:

For inquiries or support-related issues, please contact:

help@teams-work.co.uk

Effective Date:

This SLA is effective as of 01 May 2024 and shall remain in effect until terminated by either party in accordance with its terms.