Support SLA
Support hours, channels, and response targets for Northcrest Market's Atlassian apps. These are response targets, not resolution or uptime guarantees.
Draft. This SLA is being prepared for the Atlassian Marketplace launch of our apps. Highlighted [PLACEHOLDER] items (7 on this page) are still being finalized and will be completed before this document takes effect.
Applies to: SprintScope for Jira, LinkDesk for Jira, SpaceTidy for Confluence
Published at: [PLACEHOLDER: https://northcrestmarket.com/sla]
Effective date: [PLACEHOLDER]
1. Support channels
| Channel | Details |
|---|---|
| Support page | Support |
| info@northcrestmarket.com (alternate: alex.adair@northcrestmarket.com) | |
| Phone (business hours) | 260-445-4690 |
| Emergency (paid, Severity 1 only) | [PLACEHOLDER: emergency contact method — e.g. dedicated email alias or phone line and whether it is monitored outside business hours] |
Please include: App name, Atlassian site URL, what you expected vs. what happened, steps to reproduce, time it occurred (with timezone), and screenshots if helpful. Please do not send passwords, API tokens, or sensitive content.
2. Support hours
- Business hours: Monday–Friday, 9:00 AM–5:00 PM America/New_York (8×5), excluding US federal holidays [PLACEHOLDER: confirm holiday list].
- Requests received outside business hours are queued and handled starting the next business day, except as noted for Severity 1 below.
3. Severity levels
| Severity | Definition | Examples |
|---|---|---|
| S1 – Critical | App is unusable for all users, or an App action is causing incorrect changes to data, with no workaround | Bulk-link run creating wrong links; SpaceTidy action affecting unintended content; App fails to load site-wide |
| S2 – High | Major feature broken or severely degraded; workaround is difficult | SprintScope panel errors for a project; bulk operation fails partway |
| S3 – Normal | Partial loss of function, a workaround exists, or a non-urgent bug | Display issue, filter edge case |
| S4 – Low | Questions, how-to, feature requests, documentation | "Can SprintScope show sub-tasks?" |
We may adjust the severity after reviewing the request, and will tell you if we do.
4. Response targets (paid licences)
Targets are for first human response (acknowledgement with initial assessment), measured in business hours unless stated.
| Severity | First response target | Update cadence target |
|---|---|---|
| S1 – Critical | 4 business hours [PLACEHOLDER: decide whether to offer best-effort out-of-hours response, e.g. within 8 calendar hours] | Every business day until resolved or mitigated |
| S2 – High | 8 business hours (1 business day) | Every 2 business days |
| S3 – Normal | 2 business days | As progress is made |
| S4 – Low | 3 business days | As appropriate |
Free / evaluation licences: best effort, typically within 3 business days.
5. What we do
- Acknowledge and triage the request; ask for missing details.
- Reproduce where possible, provide a workaround if one exists, and ship fixes through normal App updates.
- For S1 data-changing issues, our first step is to help you stop further impact (for example, advising you to pause use or disable the App) before diagnosing.
6. Exclusions
Targets do not apply to: Atlassian platform or product outages (check https://status.atlassian.com); issues caused by customer configuration, permissions, or third-party apps; unsupported use; feature requests; or delays waiting for customer information.
7. Billing, licensing, and refunds
Licensing, invoicing, and refunds for Marketplace purchases are handled by Atlassian. We will help you contact Atlassian and, where Atlassian requests our input on a refund, respond within [PLACEHOLDER: e.g. 2 business days].
8. No service credits
This SLA does not provide service credits or financial remedies. [PLACEHOLDER: confirm; revise if credits are offered to any customer tier.]
9. Changes
We may update this SLA by posting a new version at the URL above.
Contact: Northcrest Market LLC · info@northcrestmarket.com · 260-445-4690 · Fort Wayne, Indiana, US