The following applies to all commercial and academic license holders with current support contracts.
Content Block
padding
0 24px
name
Title Intro
id
337794446
class
small-text clean
alternate-style
false
Page Title
Image Modified
The following applies to all commercial and academic license holders with current support contracts.
While Brikit attempts to respond to all issues in a timely manner, critical issues (i.e. issues that hurt our customers' production applications: Level 1, Level 2) take priority. "Production" is defined as an instance of Atlassian software with Brikit add-ons that are actively used by the customer's business. We make our best effort to respond within the times shown, we cannot guarantee response times for standard product support.
Content Block
id
424196408
class
small-text
alternate-style
false
Level of Severity
Description of Severity
Response Goal
Level 1
Production application down or major malfunction resulting in majority of users unable to perform their normal functions.
4 hours
Level 2
Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions.
8 hours
Level 3
Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions.
24 hours
Level 4
Minor loss of application functionality or product feature question.