1. Service Availability (Uptime)
Our apps are built natively on the Atlassian Forge platform. Therefore:- Infrastructure Availability: The uptime and availability of the Apps are governed by Atlassian’s Cloud Service Availability. Logic Twelve does not manage the underlying hosting infrastructure and is not liable for Atlassian platform outages.
- App Functionality: We commit to maintaining the App code to ensure compatibility with the latest Atlassian Cloud updates.
2. Support Channels & Hours
Users can report issues or request assistance through the following channels:- Support Portal: logictwelve.atlassian.net/servicedesk/customer/portals
- Email:
- Business Hours: Monday – Friday, 09:00 – 17:00 (CET/CEST), excluding Polish public holidays.
3. Incident Severity & Response Times
We aim to acknowledge all requests within 24-48 business hours. For technical incidents, we prioritize based on severity:| Severity | Description | Initial Response |
|---|---|---|
| L1 - Critical | App is completely non-functional for all users (Production outage). | < 24 Business Hours |
| L2 - High | Significant feature is broken, but a workaround exists. | < 48 Business Hours |
| L3 - Medium | Minor bug or functional issue with limited impact. | < 3-5 Business Days |
| L4 - Low | Feature requests, general questions, or cosmetic UI issues. | < 5-10 Business Days |
4. Maintenance and Updates
- Emergency Maintenance: In case of critical security vulnerabilities, updates may be deployed immediately.
- Scheduled Updates: Minor updates and feature releases are deployed during low-traffic periods to minimize disruption. Since Forge apps update automatically in the background, no manual action is usually required from the customer.
5. Exclusions
This SLA does not apply to:- Issues caused by the customer’s misconfiguration or unauthorized modifications.
- Outages of third-party services integrated via the App.
- Failures of the Atlassian Cloud environment itself.
- Beta or “Early Access” versions of the Apps.