Business hours
Mon–Fri, 09:00–18:00
Europe/Warsaw (UTC+1, UTC+2 in summer). Public holidays in Poland are not business days.
Service Level Agreement
What we commit to on every app we publish to the Atlassian Marketplace. It is written to be held to, so the numbers here are ceilings rather than averages — what we manage in a bad week, not a good one.
Version 1.1 · Effective 24 August 2026 · change history
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, because there is only one queue.
Availability
When we are reachable
The ceiling
Three business days
No request, at any severity, waits longer than that for its first human reply. In practice most are answered the same day — the targets below are the promise, not the average.
Channels
How to reach us
A request is logged the moment it arrives at any of these. All three reach the same queue and the same people — there is no tier one.
Support
support@plugthatapp.comSomething is broken
Feature requests
features@plugthatapp.comSomething is missing
Escalation
hi@plugthatapp.comA thread has stalled
Our Telegram bot files into the same queue and is fine for anything up to severity 2. For a severity 1 report, use email — it timestamps the request in a way both sides can cite later.
Response
Severity and what each one gets
We use Atlassian’s severity definitions so that a level named here means the same thing it means in their documentation. We assign the level on the first reply and tell you which one we picked; if you disagree, say so and we will revisit it rather than argue about it.
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, an answer to a question — 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, but 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 documented 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 — and the documentation updated 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. Declines always come with reasons. What we do not do is leave a request in a queue with no answer, which is the outcome this clause exists to prevent.
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, not ours. We make no uptime commitment for infrastructure we do not operate, because a number we cannot influence would be worth nothing to you.
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 yet, 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 a fix is Atlassian's, not ours.
- 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 their interactions with ours — though we will help identify 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 so plainly than bury it. What we offer instead is that a missed target is told to you rather than hidden: if we are going to pass one of the times above, you get a message in the thread before it lapses, with the reason and a new date. A target passed in silence is the failure — the delay itself is often just work taking longer than expected.
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.