Service Level Agreement

POLICIES AND TERMS

The following SLAs apply 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.

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.

48 hours

Support Levels

Support Plan Feature

Standard

Web-based Support3am - 5pm Pacific
Technical Contacts*2
Answers Community Support(tick)

* Number of license technical contacts that may contact Brikit Support.