last updated · 22 April 2026
1. Scope
This Service Level Agreement (the “SLA”) applies to paid cloud apps published by Reactify Solutions on the Atlassian Marketplace (the “Apps”). It describes our commitments regarding availability and support response times, and the remedies available to customers when we do not meet those commitments. This SLA does not apply to free apps, beta/preview features, or evaluation licenses.
2. Availability target
Reactify Solutions targets 99.9% monthly uptime for the backend services powering the Apps, measured per calendar month and excluding the events listed in section 6. Uptime is calculated as:
uptime % = (total minutes − unplanned downtime) / total minutes × 100
The Atlassian Cloud platform itself (Jira, Confluence, etc.) is operated by Atlassian and governed by Atlassian’s own service commitments; outages originating in the Atlassian platform are outside the scope of this SLA.
3. Support response times
Support is available Monday to Friday, 09:00–18:00 CET, excluding public holidays in the European Union. Requests are triaged on receipt and responded to according to the severity levels below.
| Severity | Definition | First response |
|---|---|---|
| S1 - Critical | App is down or a core function is unusable for all users, with no workaround. | Within 4 business hours |
| S2 - High | A major feature is impaired for many users; a workaround may exist. | Within 1 business day |
| S3 - Normal | A minor feature is impaired, or a question about configuration or usage. | Within 2 business days |
| S4 - Low | Cosmetic issues, feature requests, documentation feedback. | Within 5 business days |
“First response” means an acknowledgement from a Reactify Solutions team member that the request has been received, assigned a severity, and is being actively worked on - not necessarily a final resolution. Resolution time depends on the complexity of the issue and, where applicable, response times from upstream services such as Atlassian or third-party APIs.
4. How to request support
Submit support requests to support@reactify-solutions.com. Please include:
- Your Atlassian site URL
- The name of the App and, if known, its version
- A description of the problem, including expected and actual behaviour
- Steps to reproduce, screenshots, and the approximate time the issue started (with timezone)
The severity of each request is assigned by Reactify Solutions based on the definitions in section 3. If you believe a request has been mis-classified, reply to the ticket and ask for a re-triage.
5. Scheduled maintenance
Scheduled maintenance windows are announced at least 72 hours in advance by email to the technical contact on the customer’s Atlassian Marketplace account and are, where possible, performed outside business hours in Central European Time. Time spent in announced maintenance windows does not count against the availability target in section 2.
6. Exclusions
The availability target and response-time commitments do not apply to downtime or delays caused by:
- Outages in the Atlassian Cloud platform or other Atlassian infrastructure on which the App depends
- Outages in third-party services that the App integrates with at the customer’s request (e.g. Linear, Slack, OpenAI)
- The customer’s own network, firewall, or browser-extension configuration
- Announced maintenance windows (section 5)
- Force-majeure events: natural disasters, acts of government, war, terrorism, or widespread internet outages
- Use of the App in breach of its documentation, the Atlassian Marketplace Terms, or this SLA
7. Service credits
If monthly uptime for a paid App falls below the 99.9% target, the affected customer may request a service credit against their next invoice for that App, as follows:
| Monthly uptime | Service credit |
|---|---|
| < 99.9% and ≥ 99.0% | 10% of the monthly fee for the affected App |
| < 99.0% and ≥ 95.0% | 25% of the monthly fee for the affected App |
| < 95.0% | 50% of the monthly fee for the affected App |
Service credits are the customer’s sole and exclusive remedy for failure to meet the availability target. Credits must be requested within 30 days of the end of the affected month by emailing support@reactify-solutions.com, and may not be exchanged for cash.
8. Changes to this SLA
Reactify Solutions may update this SLA from time to time. Material changes will be announced on this page at least 30 days before they take effect. The “last updated” date above reflects the most recent revision.
9. Contact
Questions about this SLA can be directed to support@reactify-solutions.com.