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Ganttry Lite

Atlassian Marketplace

Service Level Agreement

What support for Ganttry Lite includes. It is free, and so is its support: the same people who write the app answer it, without the guaranteed times a licence buys.

Version 1.0, effective 15 October 2026What changed
Scope

Who this covers

Ganttry Lite, the free edition of Ganttry, for anyone who has it installed. It has no licence and no evaluation period, so its support comes without guaranteed response times. Requests reach the same channels, the same queue and the same people as Ganttry's, at no cost.

Response times you can hold us to are part of Ganttry's service level agreement.

Availability

When we are reachable

Business hours

Mon to Fri, 09:00 to 18:00

Europe/Warsaw, which is UTC+1 and UTC+2 in summer. Public holidays in Poland are not business days.

Response times

None guaranteed

Requests are answered in order of severity. Where a Ganttry request waits at the same severity, its guaranteed time decides which answer goes first.

Channels

How to reach us

A request is logged the moment it arrives at any of these. They all reach the same queue and the same people.

The Telegram bot files into the same queue and works for anything up to severity 2. WhatsApp is on the way and will file there too. Report a severity 1 by email, so both sides have a timestamp they can cite later.

Response

Severity, and what decides the order

We use Atlassian's severity definitions, so a level named here means what it means in their documentation. We set the level in the first reply and tell you which one we picked. If you disagree, say so and we will look at it again.

  • Level 1 Critical

    The app is unusable in production and there is no workaround. Work has stopped.

  • Level 2 Major

    A core function is degraded. A workaround exists, but it costs real time every day.

  • Level 3 Moderate

    Something is wrong, but normal work continues around it.

  • Level 4 Question

    How to configure something, or whether the app can do a thing at all.

A vulnerability is handled as Ganttry's

Ganttry Lite is built from Ganttry's code, so a vulnerability in one is a vulnerability in both. It goes through the process on the security page, and the fix reaches both apps.

Feature requests

Ask for what is missing

Write to features@plugthatapp.com. Much of what is asked of Ganttry Lite is already in Ganttry, and the reply will say so. The rest gets the answer Ganttry's requests get: a yes with a rough timeframe, a no with the reason, or a question about your setup.

Uptime

What we do and do not run

Where an app runs entirely on Atlassian's infrastructure, its availability is Atlassian's and is governed by their agreement with you. We make no uptime commitment for infrastructure we do not operate.

Where an app of ours depends on a service we do run, we treat an outage in it as severity 1 from the moment we detect it, whether or not anyone has reported it, and post what happened in the same thread afterwards.

Limits

What this does not cover

  • Atlassian's own platform. When a fault is upstream we escalate it and stay in the thread, but the clock on that fix belongs to Atlassian.
  • App versions we no longer publish, and Atlassian product versions past their own end of support.
  • Instances where the app, its configuration, or its data have been modified outside the app's own interfaces.
  • Third-party apps we did not write, including how they interact with ours. We will still help work out which side a fault is on.
  • Requests that reach us outside the channels listed above, including social media and direct messages to individuals.
Versioning

Change history

This page keeps a permanent URL. When a term changes, the version and effective date at the top change with it and the change is listed here, so a reviewer or a customer can tell which version they agreed to.

1.0
First published, for Ganttry Lite.