Wombats Corp — Service Level Agreement (SLA)
1. Overview
This Service Level Agreement ("SLA") defines the support service levels provided by LLC "WOMBATS CORP" (identification number 44882380), a limited liability company organized under the laws of Ukraine, with its registered office at 33/37 Laboratorna Str., Kyiv, 03150, Ukraine ("Wombats Corp," "we," "us," or "our"), for all Apps published on the Atlassian Marketplace.
This SLA is part of and subject to the Wombats Corp Terms of Service. In the event of a conflict between this SLA and the Terms of Service, the Terms of Service shall prevail.
2. Scope
2.1 What This SLA Covers
This SLA covers technical support services for all Wombats Corp Apps, including:
- Apps for Jira, Confluence, Bitbucket, Crowd, and other Atlassian Products;
- Cloud Apps (Forge — "Runs on Atlassian");
- Data Center Apps.
2.2 What This SLA Does Not Cover
This SLA does not include commitments related to:
- Infrastructure uptime or availability. For Cloud Apps (Forge), uptime is managed by Atlassian. For Data Center Apps, uptime is the Customer's responsibility.
- Custom development, consulting, or professional services;
- End-of-life or deprecated App versions;
- Issues caused by unsupported Atlassian Product versions;
- Issues caused by the Customer's infrastructure, third-party software, or unauthorized App modifications.
3. Support Hours
| Parameter | Detail |
|---|---|
| Business hours | Monday through Friday, 09:00 – 18:00 (Kyiv time, EET UTC+2 / EEST UTC+3) |
| Non-business days | Weekends (Saturday, Sunday) and Ukrainian public holidays |
| Support email | info@wombatscorp.com |
| Additional channels | As listed on the respective App's Marketplace page (when available) |
Response and resolution times in this SLA are measured in business hours unless otherwise stated.
4. Issue Severity Levels
| Severity | Definition | Examples |
|---|---|---|
| Critical (S1) | The App is completely non-functional or causes data loss, and no workaround exists. Affects all or most users. | App fails to load entirely; data corruption; complete feature failure affecting production |
| Major (S2) | Core functionality is significantly impaired, but a workaround may exist. Affects a significant number of users. | Key feature not working as documented; severe performance degradation; configuration cannot be saved |
| Minor (S3) | Non-critical functionality is impaired, or a cosmetic/UI issue exists. Does not block primary workflows. | Minor UI defect; non-essential feature issue; documentation discrepancy |
| Question (S4) | General inquiry, feature request, or how-to question. | Configuration guidance; compatibility question; feature suggestion |
Wombats Corp reserves the right to assign or reassign severity levels based on the actual impact of the reported issue.
5. Response Time Targets
Response time is the time between receiving a properly submitted support request and the first substantive response from Wombats Corp (excluding automated acknowledgments).
| Severity | First Response Target | Status Update Frequency |
|---|---|---|
| Critical (S1) | 8 business hours | Every business day until resolved or mitigated |
| Major (S2) | 16 business hours | Every 2 business days |
| Minor (S3) | 24 business hours | As progress is made |
| Question (S4) | 40 business hours | N/A |
These are targets, not guarantees. Wombats Corp will use commercially reasonable efforts to meet these targets.
6. Resolution Targets
Resolution time is the time from the first substantive response to the issue being resolved, mitigated with a workaround, or closed.
| Severity | Resolution Target |
|---|---|
| Critical (S1) | Best effort — hotfix or workaround as soon as reasonably possible |
| Major (S2) | Fix included in the next scheduled App update, or a workaround provided |
| Minor (S3) | Fix considered for a future App update |
| Question (S4) | Answered upon first response |
Resolution may include:
- A code fix delivered as an App update through the Atlassian Marketplace;
- A workaround or configuration change that restores functionality;
- Documentation of the issue as a known limitation with a planned fix;
- Confirmation that the behavior is working as designed.
7. Customer Responsibilities
To enable effective support, the Customer agrees to:
- Submit support requests via the designated channels with a clear description of the issue, including steps to reproduce;
- Provide relevant environment details: Atlassian Product and version, App version, deployment type (Cloud or Data Center), browser, and any relevant logs or screenshots;
- Respond to follow-up questions from Wombats Corp support in a timely manner;
- Assign an appropriate severity level based on the definitions in Section 4, or allow Wombats Corp to assign one;
- Maintain a supported version of the Atlassian Product and keep the App reasonably up to date.
8. Escalation
If you are not satisfied with the progress on a support request, you may escalate by:
- Replying to the existing support thread with "ESCALATION" in the subject line;
- Sending an escalation email to info@wombatscorp.com referencing the original request.
Escalated requests will be reviewed by a senior team member within 8 business hours.
9. Planned Maintenance and Updates
- Cloud Apps (Forge): Maintenance of the underlying infrastructure is managed by Atlassian. Wombats Corp may publish App updates through the Marketplace; Forge App updates are deployed by Wombats Corp and take effect automatically.
- Data Center Apps: App updates are published on the Marketplace. Installation of updates is the Customer's responsibility.
Wombats Corp will endeavor to communicate known breaking changes or significant updates through the App's Marketplace changelog and, where possible, through direct communication to affected customers.
10. End of Life
When Wombats Corp decides to discontinue an App or end support for a specific deployment type:
- We will provide a minimum of 90 days' notice via the Marketplace listing;
- Support will continue through the end-of-life date;
- After the end-of-life date, no further updates, patches, or support will be provided for the discontinued App or version.
Note: Atlassian Server products have reached end of life as of February 15, 2024. Wombats Corp no longer provides support or updates for Server versions of its Apps.
11. Exclusions and Limitations
This SLA does not apply when an issue is caused by:
- Atlassian platform outages, bugs, or API changes;
- The Customer's network, infrastructure, or environmental issues;
- Third-party plugins, integrations, or customizations;
- Use of the App outside its documented functionality;
- Force majeure events as defined in the Terms of Service;
- Free or evaluation licenses (best-effort support only).
12. SLA Review
Wombats Corp may update this SLA from time to time. Material changes will be communicated through the Marketplace listing. The current version of this SLA is always available at the URL referenced in the Terms of Service.
13. Contact Information
For support requests or SLA-related inquiries:
33/37 Laboratorna Str.
Kyiv, 03150, Ukraine