Service Level Agreement

This SLA applies to organizations that have an active paid subscription to the App through the Atlassian Marketplace ("Paying Customers"). Trial and free-tier installations receive best-effort support at the response targets described in Section 3, but are not eligible for service credits under Section 6.

This SLA does not apply to: (a) issues caused by Customer Data, configuration, or third-party integrations outside the App; (b) Atlassian Cloud, Forge platform, or Jira API outages, scheduled maintenance, or rate-limit changes; (c) use of the App in violation of the Terms of Service or applicable law; or (d) beta, early-access, or experimental features explicitly labeled as such.

Support is provided in English by email and through the support link on the Atlassian Marketplace listing. Submitting a support request through one of these channels is required for SLA timers to begin running.

• Primary email: support@ekko.technology
• Marketplace listing: https://marketplace.atlassian.com/apps/4273715812
• Atlassian-initiated escalations: routed to the address listed in our Marketplace partner profile, per Atlassian Marketplace Partner Program requirements.

Support hours are 9:00–17:00 Central Time (UTC−6 / UTC−5), Monday through Friday, excluding U.S. federal holidays ("Business Hours"). Requests received outside Business Hours are queued and timestamped at the start of the next Business Hour.

Each support request is assigned a severity level based on the impact described below. Ekko may reclassify a request after initial triage if the impact is materially different from what was reported, with a written explanation.

Severity 1 — Critical

The App is unavailable, returning errors for all users in the tenant, or causing data loss or a confirmed security incident. There is no reasonable workaround.

Severity 2 — High

A core feature (sprint planning, capacity summary, or bulk task creation) is broken for a substantial group of users, or a workaround exists but is materially disruptive.

Severity 3 — Normal

A non-core feature is broken or behaves incorrectly for some users, a workaround exists, or the issue affects a small number of users.

Severity 4 — Low

A cosmetic issue, documentation request, feature request, or general question that does not affect the use of the App.

Initial response targets

The "initial response" is the first substantive reply from a human (not an autoresponder) acknowledging the request and either providing a fix, a workaround, or a triage update. Targets are measured in Business Hours from the time the request is received.

• Severity 1 (Paying Customer): within 8 Business Hours.
• Severity 2 (Paying Customer): within 24 Business Hours.
• Severity 3 (Paying Customer): within 2 Business Days.
• Severity 4 (Paying Customer): within 5 Business Days.
• Trial / free-tier installations: best-effort, within 48 Business Hours.
• Atlassian-initiated escalations: within 24 Business Hours, consistent with the Atlassian Marketplace Partner Program support requirement.

Resolution targets

Ekko commits to working continuously during Business Hours on Severity 1 incidents until a fix or workaround is in place. Resolution targets for other severities are guidelines, not guarantees, because root-cause time depends on the issue and on third-party platform behavior:

• Severity 1: workaround or fix within 1 Business Day; permanent fix tracked to closure.
• Severity 2: workaround or fix within 5 Business Days.
• Severity 3: addressed in a regular release; target within 30 days.
• Severity 4: triaged and tracked on the public roadmap where appropriate.

Ekko targets 99.5% monthly availability for the App, measured as the percentage of minutes during a calendar month in which the App's code (Forge functions and the static front-end bundle) is responsive to valid Jira-context requests, excluding Excluded Downtime.

"Excluded Downtime" means any unavailability caused by:

• Atlassian Cloud, Atlassian Forge runtime, Forge storage, or Jira REST API outages, throttling, or scheduled maintenance.
• Customer-side network or browser issues, or Customer's own Jira misconfiguration or permission changes.
• Force-majeure events (Section 7) or actions taken to mitigate a confirmed security incident.
• Beta, early-access, or experimental features.
• Scheduled App maintenance announced at least 48 hours in advance, capped at 4 hours per calendar month.

Atlassian publishes the authoritative availability data for Forge and Jira at https://status.atlassian.com. Ekko relies on those measurements for the purpose of computing Excluded Downtime.

• Routine releases. Ekko ships small, backwards-compatible releases continuously. These do not require downtime and are not announced individually.
• Scheduled maintenance. Where a release requires the App to be temporarily unavailable, Ekko will announce it at least 48 hours in advance via email to the Atlassian administrator on file and, where practical, an in-app notice.
• Emergency maintenance. For maintenance required to mitigate a security or data-integrity issue, Ekko may proceed without advance notice and will provide a post-event notification within 24 hours.
• Breaking changes. Backwards-incompatible changes to App configuration formats are accompanied by at least 30 days' notice and an in-product migration path where feasible.

If, in any calendar month, Ekko fails to meet the availability target in Section 4 for a Paying Customer, that Customer may request a service credit calculated against the monthly subscription fees actually paid through the Atlassian Marketplace for the App in the affected month:

• Below 99.5% but ≥ 99.0% — 5% credit.
• Below 99.0% but ≥ 95.0% — 10% credit.
• Below 95.0% — 25% credit.

Credits are issued as a future-month subscription discount through Atlassian and do not entitle the Customer to a cash refund. To claim a credit, a Customer must submit a written request to support@ekko.technology within 30 days after the end of the affected month, identifying the App, the affected month, and the basis for the claim. Credits are the Customer's sole and exclusive remedy for any failure to meet this SLA.

No credits are payable for Excluded Downtime, for trial or free-tier use, or for any month in which Ekko has not received the corresponding subscription fee from Atlassian.

Ekko is not responsible for any failure to meet the targets in this SLA caused by events outside its reasonable control, including without limitation outages or actions of Atlassian Cloud, Forge, or Jira; internet or DNS failures; denial-of-service attacks; natural disasters; pandemics; war or civil unrest; and acts of governmental authority.

Suspected security issues should be reported to support@ekko.technology with the words "SECURITY" in the subject line. Confirmed vulnerabilities are handled in accordance with the Atlassian Marketplace Security Bug Fix Policy and the Atlassian Marketplace Vulnerability Management programs:

• Critical vulnerabilities — acknowledged within 1 Business Day; mitigation or fix deployed within 2 weeks of triage where feasible.
• High vulnerabilities — acknowledged within 2 Business Days; fix deployed within 4 weeks of triage where feasible.
• Medium and Low vulnerabilities — fixed in a future release per the Atlassian Marketplace Bug Fix Policy.

In the event of a Personal Data breach affecting a Customer, Ekko will notify the Atlassian administrator on file without undue delay and cooperate with the Customer's investigation, as described in the Privacy Policy.

• "Business Hours" means 9:00–17:00 Central Time, Monday through Friday, excluding U.S. federal holidays.
• "Business Day" means any day on which Business Hours are observed.
• "Excluded Downtime" has the meaning given in Section 4.
• "Initial response" has the meaning given in Section 3.
• "Paying Customer" means an organization with an active paid subscription to the App through the Atlassian Marketplace.
• "Severity 1–4" have the meanings given in Section 3.

Ekko may update this SLA from time to time. Where changes reduce a commitment that materially benefits Paying Customers, Ekko will provide at least 30 days' notice through the App, the marketing site, or email to the Atlassian administrator on file. Continued use of the App after the effective date of an updated SLA constitutes acceptance.

Support requests, severity reclassification disputes, and service credit claims can be sent to support@ekko.technology or via the support link on the Marketplace listing at https://marketplace.atlassian.com/apps/4273715812.