Service Level Agreement

TechClimbs — Atlassian Marketplace Apps — Effective: April 2026

1. Support Coverage

Channel	Details
Email	support@techclimbs.com
Support Portal	https://techclimbs-apps.atlassian.net/servicedesk/customer/portal/3
Hours	Monday–Friday, 9:00 AM – 6:00 PM (EST/GMT-5)
Excluded	Public holidays, weekends

2. Response Times

We aim to respond to all support requests within 24 business hours. An initial response confirms receipt and may include clarifying questions — it is not a commitment to resolution.

Resolution timelines depend on the nature and complexity of the issue. We address issues on a best-effort basis and prioritize at our discretion. Fixes may be delivered as updates in future releases. We do not guarantee specific resolution timelines for any issue.

Response times are measured during business hours only (Monday–Friday, 9:00 AM – 6:00 PM EST, excluding public holidays).

3. What Is Covered

• Bug reports related to app functionality
• Configuration assistance and how-to questions
• Guidance on API key setup and feature usage
• Investigation of errors reported via screenshots, logs, or reproducible steps

4. What Is Not Covered

• Jira platform issues — Atlassian infrastructure outages, Forge platform bugs, Jira REST API changes, or Jira Cloud performance degradation are outside our control. We will assist with diagnosis but cannot resolve Atlassian platform issues.
• Custom development — Feature customization, bespoke integrations, or consulting services beyond standard app usage.
• Third-party app conflicts — Issues caused by interactions with other Marketplace apps, browser extensions, or custom scripts.
• Data recovery — The app does not store user data permanently. Data deleted via bulk operations (projects, users, schemes, fields) cannot be recovered by TechClimbs. Jira’s own trash and audit log may provide recovery options depending on the operation.
• Unsupported environments — Jira Server, Jira Data Center, or unsupported browser versions.
• Training — End-user or administrator training sessions. Documentation is provided via our Documentation Portal.

5. App Availability

The app runs entirely on Atlassian’s Forge platform. App availability is dependent on:

• Atlassian Forge platform uptime — governed by Atlassian’s own SLA (https://www.atlassian.com/trust)
• Jira Cloud availability — governed by Atlassian’s Cloud SLA
• Atlassian REST API availability — the app relies on Jira and Admin APIs maintained by Atlassian

TechClimbs does not guarantee uptime as the app has no independent infrastructure. If the Forge platform or Jira Cloud is down, the app is unavailable. We do not operate servers, databases, or external services that could independently fail.

6. Maintenance & Updates

• Updates are deployed via Atlassian Forge and distributed automatically to all installations.
• We may deploy updates at any time without prior notice for bug fixes and security patches.
• Feature changes or breaking changes will be communicated via the Marketplace listing changelog.
• We reserve the right to deprecate or remove features with 30 days’ notice via the changelog.

7. Data & Security Responsibilities

• The app accesses Jira data through official Atlassian APIs within the Forge sandbox. No data leaves the Atlassian cloud environment except optional calls to api.atlassian.com (Atlassian’s own Admin API).
• Organization API keys are stored in Forge encrypted secret storage and are the customer’s responsibility to manage, rotate, and revoke.
• Destructive operations (bulk delete, user suspend/delete) are irreversible. The app provides confirmation dialogs and configurable limits, but the administrator is responsible for verifying selections before executing.
• TechClimbs is not liable for data loss resulting from administrator actions performed through the app.

8. Licensing & Billing

• Licensing and billing are managed entirely by Atlassian Marketplace.
• TechClimbs does not process payments, store credit card information, or manage subscriptions directly.
• Refund requests must be submitted through Atlassian Marketplace per their refund policy.
• Feature access requires an active Marketplace subscription. Expired subscriptions result in a license-required screen with no data access.

9. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, TECHCLIMBS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF DATA, LOSS OF REVENUE, OR BUSINESS INTERRUPTION, ARISING OUT OF OR IN CONNECTION WITH THE USE OF THE APP. TECHCLIMBS’ TOTAL LIABILITY FOR ANY CLAIM ARISING FROM THE APP SHALL NOT EXCEED THE AMOUNT PAID BY THE CUSTOMER FOR THE APP IN THE 12 MONTHS PRECEDING THE CLAIM.

THE APP IS PROVIDED “AS IS” WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. TECHCLIMBS DOES NOT WARRANT THAT THE APP WILL BE ERROR-FREE, UNINTERRUPTED, OR COMPATIBLE WITH ALL JIRA CONFIGURATIONS.

10. Changes to This SLA

TechClimbs reserves the right to modify this SLA at any time. Changes take effect 30 days after posting on our Documentation Portal. Continued use of the app after changes constitutes acceptance.

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Contact: support@techclimbs.com