Support Service Level Agreement

Last updated 10 August 2026 · This Service Level Agreement (the “SLA”) describes the support QED Corporation Ltd provides for the “Teppe for Jira” Atlassian Marketplace app (the “App”).

This SLA supplements our Terms of Service and covers support only. It sets first-response targets, not resolution or availability guarantees. Where this SLA conflicts with the Atlassian Marketplace Terms of Use in respect of purchase and billing, the Atlassian terms govern.

1. Scope

This SLA applies to customers with an active, paid Marketplace subscription to the App. Support is provided in English by email to [email protected]. It does not apply during a free trial, after cancellation or expiry of a subscription, or to instances installed outside the Atlassian Marketplace.

2. Support hours

Support is staffed during business hours: Monday to Friday, 09:00–17:00 UK time, excluding public holidays in England and Wales. Requests received outside these hours are treated as received at the start of the next business day. All targets below are measured in business days within these hours.

3. Severity levels

Critical — the App is unusable for all users: it fails to load, or a core function is completely unavailable with no workaround.
High — a major feature is broken or significantly impaired for many users, and no reasonable workaround exists.
Normal — a minor bug, a usage question, a cosmetic issue, or a feature request; the App remains usable.

We assign the severity of each request in good faith based on its impact, and will tell you if our assessment differs from yours.

4. First-response targets

We target the following times to a first substantive human response — an acknowledgement that we have received, understood, and begun working your request. These are response targets, not commitments to resolve an issue within a set time.

Severity	First-response target
Critical	1 business day
High	2 business days
Normal	3 business days

5. Availability

The App runs on Atlassian Forge and stores its data on Atlassian-hosted infrastructure. Platform availability is therefore governed and controlled by Atlassian, not by us, and this SLA does not offer an uptime percentage. We commit to the support response targets above; consistent with Section 8 of our Terms of Service, we do not warrant uninterrupted or error-free operation.

6. Exclusions

The targets above do not apply to disruption caused by: (a) outages, incidents, degradation, or scheduled maintenance of the Atlassian Forge platform or Jira; (b) factors outside our reasonable control, including your network, browser, or Atlassian account configuration; (c) use of the App other than as intended or in breach of our Terms of Service; or (d) requests from customers without an active paid subscription.

7. How to get support

Email [email protected]. To help us respond within target, please include: your Atlassian site URL, the affected Jira project, the App version if known, a description of what you expected and what happened, and the steps to reproduce it. Screenshots help. Please do not send Jira issue content that is not needed to diagnose the problem.

8. Changes to this SLA

We may update this SLA from time to time. Material changes take effect when we update the “Last updated” date above. Your continued use of the App after a change takes effect constitutes acceptance of the revised SLA.

9. Contact

QED Corporation Ltd — [email protected].