Maintenance and Support

Service Level Agreement

Maintenance and Support SLA

A copy of our Maintenance and Support SLA is available on request. A summary of its main principles is included below.

Definitions

Business Days

Monday to Friday, excluding bank or public holidays in Scotland.

Business Hours

  • Standard: 09:00 - 17:00 GMT/BST, Business Days
  • Premium: 08:00 - 20:00 GMT/BST, Business Days

Maintenance

Scheduled Maintenance

We provide our customers with a minimum of 5 Business Days’ written notice of scheduled maintenance services that will affect availability of hosted services, or are likely to have a material negative impact upon hosted services. All scheduled maintenance takes place outside of business hours.

Updates

We provide our customers with written notice for all security updates. At least 5 Business Day’s written notice are provided for non-security updates. Once we identify the relevant security risk, we fully complete testing of any updates before rolling out to the customer’s production environment.

Application Upgrades

We issue upgrades to Atlassian applications following release by Atlassian at least once per calendar year.

We provide our customers with at least 5 Business Days’ written notice of all upgrades, which are performed according to Atlassian® best practices with sand-boxed testing and fallback contingencies.

We follow these steps:

  • check for known issues;
  • check for hardware and software compatibility issues;
  • perform offline upgrade in a dedicated test environment (with no disruption to the live environment);
  • carry out thorough testing until signed off by the test engineer;
  • perform offline upgrade of the customer’s live environment (as part of an agreed downtime window).

Support

Helpdesk

A helpdesk is made available to customers via Jira Service Desk.

It is operational during business hours, which are determined by the support plan purchased by the customer.

Response and Resolution

The customer will be responsible for determining and assigning a category to each issue raised via the service desk.

  • Blocking: the hosted services are inoperable or a core function of the Hosted Services is unavailable.
  • Critical: a core function of the hosted services is significantly impaired.
  • Major: a core function of the hosted services is impaired, where the impairment does not constitute a serious issue; or a non-core function of the hosted services is significantly impaired.
  • Minor: any impairment of the hosted services not falling into the above categories; and any cosmetic issue affecting the hosted services.

Response Times

Issue Category Standard Premium
Blocking 1 Business Hour 1 Premium Business Hour
Critical 4 Business Hours 2 Premium Business Hours
Major 1 Business Day 4 Premium Business Hours
Minor 5 Business Days 2 Business Days


Resolution Times

Issue Category Standard Premium
Blocking 2 Business Hours 2 Premium Business Hours
Critical 8 Business Hours 4 Premium Business Hours
Major 4 Business Days 2 Business Days
Minor 10 Business Days 5 Business Days


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