Service Level Agreement

1. Purpose

This Service Level Agreement describes how DevOpsSystems handles support requests for its products.

It defines support channels, business hours, support scope, target response times, customer responsibilities, and exclusions.

This SLA is intended to provide transparent expectations for customers using DevOpsSystems Marketplace apps and related services.

2. Scope

This SLA applies to DevOpsSystems apps and services where the customer has an active license, valid support entitlement, valid maintenance contract, or separate written agreement with DevOpsSystems.

If a separate written agreement exists, that agreement may override this SLA for the specific scope described in that agreement.

Security vulnerabilities are handled according to the Vulnerability Management Program. Support response targets and vulnerability remediation targets are related but separate.

3. Support Channels

Customers should submit support requests through the DevOpsSystems support portal:

DevOpsSystems Service Desk

Security vulnerabilities or security incidents should be reported through the Security Service Desk:

https://tickets.help.devopssystems.de/servicedesk/customer/portal/18/group/23/create/128

General inquiries may be submitted to:

info@devopssystems.de

Support requests submitted through the support portal are preferred because they allow structured tracking, prioritization, and communication.

4. Support Languages

DevOpsSystems provides support in:

• English

• German

5. Business Hours

DevOpsSystems business hours are:

Monday to Friday, 06:00–18:00 Europe/Berlin

Business hours exclude:

• German public holidays,

• weekends.

Support requests can be submitted at any time. Requests submitted outside business hours are processed during the next business period.

For the purpose of calculating response time targets, one business day equals eight business hours.

6. Severity Levels

Support requests are prioritized according to severity, customer impact, and available information.

DevOpsSystems may adjust the severity after reviewing the actual impact and technical context.

7. Target Initial Response Times

The following target initial response times apply during DevOpsSystems business hours.

Business hours are Monday to Friday, 06:00–18:00 Europe/Berlin, excluding German public holidays and weekends.

An initial response means that DevOpsSystems acknowledges the request and begins review, asks for additional information, provides an initial assessment, or starts troubleshooting. It does not mean that the issue is resolved within that time.

Response time targets are calculated only during business hours. Requests submitted outside business hours are considered received at the beginning of the next business period.

8. Resolution and Fix Times

Resolution times depend on:

• severity,

• reproducibility,

• available diagnostic information,

• customer environment,

• product architecture,

• dependency on third-party systems,

• required development effort,

• testing effort,

• release process,

• Marketplace approval processes where applicable.

Bug fixes and security fixes are planned, developed, tested, and released according to the SDLC and Vulnerability Management Program.

DevOpsSystems may provide workarounds, configuration recommendations, or mitigation steps where a full fix is not immediately available.

9. Support Scope

DevOpsSystems generally supports:

• installation questions for DevOpsSystems apps,

• configuration questions,

• troubleshooting of DevOpsSystems app behavior,

• issue reproduction and analysis,

• identification of workarounds,

• compatibility questions for supported host product versions,

• bug verification,

• security report intake and routing,

• guidance on product documentation.

10. Exclusions

The following are not included in standard support unless separately agreed:

• support for unsupported or end-of-life product versions,

• support for test, snapshot, beta, or custom builds unless explicitly provided by DevOpsSystems,

• support requests without valid license, maintenance, or support entitlement,

• custom development,

• product training,

• Atlassian product administration unrelated to DevOpsSystems apps,

• support for third-party apps or customer-specific scripts,

• support for infrastructure, database, network, proxy, operating system, or browser issues outside the app scope,

• migration projects unless separately agreed,

• consulting services unless separately agreed,

• requests requiring access to customer systems where such access is not provided.

11. Customer Responsibilities

To help DevOpsSystems process support requests efficiently, customers should provide:

• app name and version,

• Atlassian host product and version,

• deployment type,

• license or entitlement information where relevant,

• clear problem description,

• expected behavior,

• actual behavior,

• reproduction steps,

• screenshots where helpful,

• relevant log excerpts,

• information about recent changes,

• severity and business impact.

Customers should review logs, screenshots, and attachments before submission and remove unnecessary confidential or personal data.

12. Security Vulnerabilities

Security vulnerabilities should be reported through the Security Service Desk:

https://tickets.help.devopssystems.de/servicedesk/customer/portal/18/group/23/create/128

Security reports are handled according to the Vulnerability Management Program.

Security remediation targets are defined in the Vulnerability Management Program and may differ from general support response targets.

13. Escalation

Customers may request escalation if:

• the business impact changes,

• the issue becomes production-critical,

• a security impact is identified,

• required information was previously unavailable,

• the request needs urgent management attention.

Escalation requests should include the reason for escalation and the current business impact.

14. Related Documentation

• Security Policy

• Software Development Life Cycle

• Vulnerability Management Program

• App Privacy Policy (Forge & Data Center)

• Help Portal Privacy Policy

• End-User License Agreement (EULA)

15. Review and Updates

This SLA is reviewed periodically and may be updated to reflect changes in products, support processes, business hours, legal requirements, or operational capabilities.

Last updated: 2026-06-01