Service Level Agreement
At Aerobatic, we do our best to build great products for developers. However, as a developer, you also know that sometimes things can go wonky, despite our best efforts. When they do go wrong, it is our job as an add-on vendor to provide you with the proper support to get your Aerobatic add-on soaring again.
This SLA is for informational purposes and does not engage Aerobatic LLC in any way. As with any software product - it is recommended that you test ANY new software on a non-production system prior to installing in a production system.
Incident Support - Identifying and troubleshooting problems with your add-on
Assistance with issues during installation
Assistance with issues during upgrades
Guidance around implementation and configuration of the Aerobatic add-on
Support Does Not Include
Customers without a valid Aerobatic subscription
Customers using unsupported versions of Atlassian products
Third-party application integrations or third-party plugins not distributed or sold by Aerobatic LLC.
Non-English language support
SLA for initial response to support queries
|Classification||Description||Time to Respond|
Aerobatic LLC will provide any information regarding workarounds during the bug-fix period, if available.
Aerobatic LLC may, at our sole discretion, provide you with a patched version of the add-on in case of a Level 1 or 2 issue. This patch may be delivered outside of the Atlassian marketplace download mechanisms.
Aerobatic LLC will publicly release updates resolving Level 1 and 2 issues in the next maintenance release. Maintenance release schedules are not predetermined and are cut on an as needed fashion.
Aerobatic LLC will schedule Level 3 and 4 issues/requests according to priority. Priority decisions are made by Aerobatic employees based on a number of factors which are subject to change.
Customers are responsible for maintaining their Atlassian applications and keeping their Atlassian product versions up-to-date.
Customers are responsible for applying the correct versions of the Add-Ons for their Atlassian product instance. There is no vendor provided support for issues with our Add-Ons applied to unsupported versions of Atlassian product instances.
Customers are responsible for testing any new installation or new version of the Aerobatic add-on in a non-production environment before applying it to a production environment. Any data loss is the responsibility of the customer.
Help with unsupported issues
Databases and Application Servers
Atlassian provides integration instructions for getting their products to work on supported platforms, but we do not support configurations that differ from the procedures described in the Atlassian product documentation. We test on common platform combinations. However, we expect that you test our add-on in a development environment in order to ensure that your platform combination runs without issues. If you do encounter issues in any environment, please provide us feedback via email@example.com or Twitter.
Atlassian Beta Releases, Development Releases, Release candidates
Aerobatic does not offer support for milestone or beta releases nor support release candidates of Atlassian products.