Service Level Agreement

01

Overview

This Service Level Agreement ("SLA") describes the support services provided by SohamTech for the DevOps Copilot for Jira & Confluence application.

This SLA applies to customers using the application through Atlassian Marketplace or directly through SohamTech.

02

Support Contact

For all support enquiries, please contact:

Email: info@sohamtech.co.uk

Support requests should include:

Customer name
Atlassian Cloud site URL
Description of the issue
Screenshots or error messages, where applicable
Steps to reproduce the issue

03

Support Hours

SohamTech provides support during the following hours:

Monday to Friday
09:00-17:00 (UK Time)

Excluding:

UK Public Holidays
Company-wide maintenance periods, where notified in advance

Requests submitted outside support hours will be considered received on the next business day.

04

Response Targets

SohamTech aims to respond to support requests within the following timeframes:

Issue Type	Initial Response Target
Critical installation or access issues	Within 1 business day
General support requests and enquiries	Within 2 business days
Feature requests and enhancement suggestions	Best effort basis

Response targets represent the time to acknowledge and begin investigation of a request. They do not constitute a guarantee of resolution within the stated timeframe.

05

Severity Definitions

Critical

Issues that prevent customers from:

Installing the application
Accessing the application
Using core functionality due to a service-wide failure

Standard

Issues that:

Affect a limited feature
Have a workaround available
Relate to configuration, usability, or general questions

06

Platform Dependencies

DevOps Copilot for Jira & Confluence is built and hosted using Atlassian Forge and operates within the Atlassian Cloud ecosystem.

Service availability depends on:

Atlassian Forge platform availability
Atlassian Cloud infrastructure
Jira Cloud availability
Confluence Cloud availability
Atlassian Marketplace services

SohamTech is not responsible for outages, delays, service interruptions, or performance issues caused by Atlassian services or third-party providers.

Customers can view Atlassian platform status at: https://status.atlassian.com

07

Maintenance and Updates

SohamTech may periodically release:

Security updates
Bug fixes
Performance improvements
New features

Where possible, updates will be deployed without customer action through the Atlassian Forge platform.

08

Exclusions

This SLA does not cover:

Issues caused by Atlassian platform outages
Third-party marketplace applications
Customer-specific customisations
Unsupported modifications
User training or consulting services
Internet connectivity issues outside SohamTech's control

09

Feature Requests

We welcome feedback and feature suggestions.

Feature requests may be submitted to: info@sohamtech.co.uk

Submission of a feature request does not guarantee implementation.

10

Changes to this SLA

SohamTech may update this SLA from time to time. The latest version will always be available at:

https://sohamtech.co.uk/sla

Continued use of the application constitutes acceptance of the current SLA.

11

Contact

SohamTech

Website: https://sohamtech.co.uk
Email: info@sohamtech.co.uk