Service Level Agreement
Effective Date: March 7, 2026
Overview
This Service Level Agreement ("SLA") describes the target service levels for paid subscriptions to Permissions Auditor for Jira.
Permissions Auditor for Jira is a read-only permissions auditing product for Jira Cloud. Based on the product's current design, the service is intended to operate on Atlassian-hosted infrastructure and within the Atlassian ecosystem.
This SLA applies to the production service made available to paying customers. It does not apply to free use, trial environments, development environments, beta features, preview features, or services explicitly identified as unavailable for SLA coverage.
Availability Target
We target 99.9% monthly uptime for the production service.
For purposes of this SLA, uptime means the ability of authorized users to access and use the core production service for its intended purpose, excluding the limitations and dependencies described below.
This availability target is a service objective, not an absolute warranty that the service will be uninterrupted or error-free at all times.
Availability Exclusions
The following are excluded from uptime calculations and SLA coverage:
- scheduled maintenance, emergency maintenance, or changes intended to preserve security, integrity, or stability;
- outages or degradation caused by Atlassian products, Atlassian APIs, Atlassian authentication, Atlassian Marketplace systems, or other third-party services and networks;
- customer systems, browsers, internet connectivity, identity providers, local devices, or internal network issues;
- misuse of the service, unsupported configurations, or use outside documented product behavior;
- suspension or restriction of access under our Terms of Service or applicable law;
- force majeure events or other circumstances beyond our reasonable control.
Support Coverage
SLA-backed support is limited to issues that materially affect the functioning of the production service, including:
- service unavailability;
- failures in report generation, export, or core permissions-auditing workflows;
- errors that prevent normal use of the service by authorized users.
Support under this SLA does not include:
- general Jira administration advice, audit consulting, or implementation services;
- training, onboarding, or product education requests;
- issues caused primarily by Atlassian, third-party services, or customer-managed systems;
- feature requests, roadmap requests, or beta-feature feedback;
- support for customers without an active paid subscription.
Customers remain responsible for their Atlassian configuration, user access decisions, and storage, sharing, and retention of exported reports after export.
Severity Levels and Initial Response Targets
For covered support requests submitted to support@permissions-auditor.com, we target the following initial response times:
| Severity | Target Initial Response | Example |
|---|---|---|
Severity 1 | 8 business hours | Production service unavailable for multiple authorized users, with no reasonable workaround |
Severity 2 | 1 business day | Core paid workflow materially degraded or blocked for one or more users, with no reasonable workaround |
Severity 3 | 2 business days | Non-critical defect, intermittent issue, or partial degradation where a workaround exists |
Severity 4 | 2 business days | General paid-tier support question, minor defect, or request for clarification |
These are target response times for initial acknowledgement and engagement. They are not resolution-time guarantees.
Resolution Expectations
Resolution times depend on the nature, severity, reproducibility, and complexity of the issue, as well as our dependency on Atlassian or other third-party providers.
We will use commercially reasonable efforts to investigate covered issues, communicate status updates as appropriate, and work toward restoration of normal service. We may prioritize remediation based on severity, customer impact, security implications, and available workarounds.
Business Days
For this SLA, a business day means Monday through Friday, excluding holidays observed by us.
Customer Responsibilities
To receive support under this SLA, you are responsible for:
- maintaining an active paid subscription for the affected service;
- submitting support requests with sufficient detail to reproduce or investigate the issue;
- providing relevant project, scan, export, timestamp, and error information when available;
- cooperating with reasonable troubleshooting requests;
- maintaining valid access to the relevant Atlassian environment.
Delays caused by incomplete information, delayed responses, or restricted access may affect response and resolution timelines.
Service Credits
Unless otherwise agreed in writing, this SLA does not provide automatic service credits, refunds, or other financial remedies.
Changes to This SLA
We may update this SLA from time to time. If we make material changes, we may update the effective date above and take other steps we consider appropriate under the circumstances.
Contact
If you need support under this SLA, contact support@permissions-auditor.com.