Service Level Agreement (SLA)

1. Scope

This eXtensi Service Level Agreement (the “SLA”) describes the support services provided by eXtensi Chudziński Jędryka spółka jawna, with its registered office in Wrocław, at ul. Rysia 1A/362, 53-656 Wrocław, Poland, entered in the Register of Entrepreneurs of the National Court Register kept by the District Court for Wrocław-Fabryczna in Wrocław, VI Commercial Division of the National Court Register, under KRS number 0000807163, NIP (VAT ID): PL8943146425, REGON: 384560483 (“eXtensi”, “we”, “us”) for eXtensi’s apps distributed through the Atlassian Marketplace (the “Apps”, comprising the “Cloud Apps” and the “Self-Managed Apps” for Atlassian Data Center and Server products), to the customers licensing or subscribing to those Apps (each a “Customer”, “you”).

This SLA is referenced by and incorporated into the agreement between eXtensi and the Customer as described in the End User Terms; capitalized terms not defined here have the meanings given there. In the event of a conflict, the order of precedence set out in Section 13.3 of the End User Terms applies. This SLA sets out support commitments only; it does not modify the warranty or liability provisions of that agreement and does not include uptime guarantees or service credits.

2. Support Channels

To open a support ticket, email support@extensi.io (primary channel) or use the eXtensi customer support portal at https://extensi.atlassian.net/servicedesk/customer/portals (opens in a new tab). Please include the App name and version, the deployment type (Cloud, Server, or Data Center), the Atlassian product and version, the Support Entitlement Number (“SEN”) for Self-Managed Apps, and a description with steps to reproduce.

Personal data submitted in support tickets is processed as described in our Privacy Policy. Please do not include End User Data or other personal data in a ticket beyond what is needed to handle your request.

3. Business Hours

Support is provided Monday through Friday, 8:00–17:00 CET/CEST, excluding Polish public holidays (“business hours”; a “business day” is a weekday other than a Polish public holiday).

4. Severity Levels

We classify each ticket by severity based on the information provided and may reclassify it, with an explanation:

• Critical: an App is unusable in a production environment or a core function materially fails with no reasonable workaround, or the ticket reports a suspected security vulnerability or incident.
• Standard: all other requests, including how-to and configuration questions, non-blocking defects, and improvement suggestions.

5. First-Response Targets

We aim to provide a first response within the following targets, measured from receipt of a ticket:

In most cases we respond considerably faster, often the same business day. Targets apply to the first response, not to resolution. The Data Center target requires a valid SEN; users without a valid maintenance entitlement receive general support at lower priority.

6. Resolution and Fixes

We work toward the best available resolution of every reported issue but do not guarantee fix or improvement delivery times. In most cases fixes and improvements ship with the next release of the App on the Atlassian Marketplace. Critical defects are always prioritized and worked on as promptly as reasonably possible. For Self-Managed Apps, we may provide a hotfix as a JAR file so that you can verify the fix before it is published on the Atlassian Marketplace. eXtensi is not responsible for delays caused by the Customer or by circumstances beyond our reasonable control.

7. Included Support Services

Support under this SLA includes:

• product documentation;
• installation and configuration support;
• upgrade support;
• bug fixes, including verification hotfixes for Self-Managed Apps as described in Section 6;
• answers to technical and product questions.

Consistent with the End User Terms, support covers the latest released version of each App; we may ask you to upgrade, in particular where the issue is already fixed in a released version.

8. Exclusions

Support under this SLA does not include:

• custom development, customizations, scripts, or integrations beyond the documented functionality of the Apps;
• issues caused by third-party apps or plugins that affect or conflict with the Apps;
• App versions no longer supported, installations on unsupported Atlassian product versions, or issues resolved in a later released version the Customer has not installed;
• use or modification of an App contrary to its documentation;
• support for Atlassian products themselves, which Atlassian provides through its own channels.

9. Idle Tickets

If we ask you for information needed to progress a ticket and receive no response within 5 business days, we will send a reminder. If a further 5 business days pass without a response, the ticket will be closed. A closed ticket can be reopened by replying to it.

10. Formal Complaints

This section sets out the complaint procedure referred to in the End User Terms. You may submit a formal complaint regarding the Apps or our support services to support@extensi.io, indicating that the message is a complaint and describing its subject and your request. We will acknowledge receipt and resolve the complaint within 14 days of receipt, informing you of the outcome and its reasons at the address the complaint was sent from, unless you indicate another.

11. Security Incident Cooperation

You may report suspected security vulnerabilities in, or security incidents affecting, the Apps to support@extensi.io; such reports are treated as Critical. For Cloud Apps, this is without prejudice to eXtensi’s obligations under the DPA, including notifying the Customer of a personal data breach without undue delay and no later than 48 hours after becoming aware of it.

12. Data Export and Exit Assistance

For Cloud Apps, on request we will assist you in exporting your End User Data in a structured, commonly used, and machine-readable format, free of charge, in accordance with the switching and exit provisions of the End User Terms. Deletion or return of personal data after termination is governed by the DPA.

13. Changes to this SLA

We may update this SLA. Changes that reduce the support commitments in this SLA take effect as set out in the revisions clause of the End User Terms; other changes, including corrections and changes that add channels or improve the support commitments, take effect upon publication. The version in force, together with its effective date, is published at /policies/sla/.