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