Service Level Agreement (SLA)
1. Scope
This Service Level Agreement (“SLA”) applies to the Jira Cloud app Fast Estimate provided by Software Dirk Sandhorst (“we”, “us”). It covers application availability, incident handling, and support targets for customers using the App through Atlassian Marketplace.
2. Support contact
Support requests can be sent to support@itc-sandhorst.de.
General legal or contractual questions: eula@itc-sandhorst.de
3. Support hours
Support is provided Monday through Friday, from 09:00 to 17:00 Berlin time (CET/CEST), excluding public holidays in Berlin/Germany.
- Support window: 09:00–17:00 Berlin time (CET/CEST)
- Language: English or German
- Support channel: Email
4. Initial response time
Fast Estimate aims to provide an initial response to support requests within 2 business days during the applicable Support Hours.
5. Marketplace listing note
In the Atlassian Marketplace listing, support hours may appear as 10:00 to 18:00 Athens time because Berlin was not selectable in the Marketplace settings. This represents the same actual support window as 09:00 to 17:00 Berlin time (CET/CEST).
6. Availability target
We aim for a monthly availability target of 99.5% for the Fast Estimate app service, excluding scheduled maintenance, Atlassian platform outages, force majeure events, and factors outside our reasonable control.
7. Scheduled maintenance
Scheduled maintenance may be performed for security, platform compatibility, or feature updates. Where practicable, we aim to keep maintenance windows short and outside normal business hours in Central European time.
8. Customer responsibilities
To enable effective support, customers should provide:
- A clear description of the issue and expected behavior
- Relevant project key, issue key, screenshots, and timestamps where available
- Steps to reproduce the problem
- Information about urgency and business impact
9. Exclusions
This SLA does not apply to:
- Issues caused by Atlassian platform outages or third-party services outside our control
- Customer-side misconfiguration, unsupported customizations, or misuse of the App
- Beta, preview, prototype, or explicitly experimental features
- Feature requests or consulting work unless separately agreed
10. Service credits
Unless explicitly agreed otherwise in writing, the service levels described in this SLA are target service levels only and do not entitle the Customer to service credits, refunds, or other financial compensation.
11. Changes to this SLA
We may update this SLA from time to time, for example to reflect changes in support processes, infrastructure, or legal requirements. The latest version will be published on our website.
12. Contact
Support: support@itc-sandhorst.de
Legal / contract questions: eula@itc-sandhorst.de
