Service Level Agreement
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 take priority. (i.e. issues that hurt our customers' production applications: Level 1, Level 2. "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
Production application down or major malfunction resulting in majority of users unable to perform their normal functions.
Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions.
Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions.
Minor loss of application functionality or product feature question.