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Service Level Agreement

What we commit to on every app we publish to the Atlassian Marketplace. The times below are limits rather than averages. They are what we hold to in a bad week.

Version 1.1, effective 24 August 2026What changed

Scope

Who this covers

This agreement applies to every app we publish under Plug that App! on the Atlassian Marketplace, for anyone holding a current licence and for anyone inside an evaluation period. It applies from the moment a request reaches one of the channels below, at no extra cost. There is no paid support tier and only one queue.

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.

The ceiling

Three business days

No request, at any severity, waits longer than that for its first reply from a person. Most are answered the same day.

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 each one gets

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.

The clock starts when a request reaches one of the channels above and runs only during business hours. It pauses while a request is waiting on you for a screenshot, a log or an answer, and starts again when you reply. These targets apply to commercial licences. Evaluation and free-tier users reach the same queue and the same people, without guaranteed times.

Level 1 Critical

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

First reply

4 business hours

And then

A fix or a written workaround within 48 hours of us confirming it.

Level 2 Major

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

First reply

1 business day

And then

A workaround within 5 business days, and a fix in the next release.

Level 3 Moderate

Something is wrong, but normal work continues around it.

First reply

2 business days

And then

Scheduled into a release. You get told which one.

Level 4 Question

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

First reply

3 business days

And then

An answer, plus a documentation update if the answer was missing from it.

Feature requests

A decision, not a backlog

5 days

Every feature request gets a decision within five business days: a yes with a rough timeframe, a no with the reason, or a question about your setup. Nothing sits in the queue without an answer.

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.

Accountability

When we miss a target

We do not offer service credits, and we would rather say that than bury it. What you get instead: if we are going to miss one of the times above, a message lands in the thread before it lapses, with the reason and a new date. You should never find out by watching a date pass in silence.

If a thread stalls anyway, write to hi@plugthatapp.com. It reaches the person who owns the company, and no one else screens it.

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.

1.124 August 2026
First-response targets for severity 2, 3 and 4 each relaxed by one step, to 1, 2 and 3 business days. Severity 1 is unchanged at 4 business hours, as is the 48-hour target on a workaround. Added: Polish public holidays are not business days, the clock pauses while a request waits on you, and targets apply to commercial licences.
1.024 August 2026
First published.