Service Level Agreement (SLA)

Owned by Bertrand Drouhard
Mar 29, 2024
3 min read

Version 1.0 – February 2024

Preamble

This Agreement represents a Service Level Agreement (SLA or Agreement) between Drouhard AC and Customer for the provisioning of IT services required to support and sustain Apps for Atlassian products (“Marketplace Products”). This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s). The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s). The objectives of this Agreement are to:

  • Provide clear reference to service ownership, accountability, roles, and/or responsibilities.

  • Present a clear, concise, and measurable description of service provision to the customer.

  • Match perceptions of expected service provision with actual service support & delivery.

Our Support includes

  • Assistance with configuring all of our Atlassian Apps (latest version)

  • Training and guidelines and best practices on our Atlassian Apps (latest version)

  • Help with troubleshooting problems (latest version)

  • Help with App installation and upgrades

  • Help with loss of functionality and data in the plugin

Our Support does not include

  • Support for customers without a valid license

  • Support for customers whose licenses were discounted by 50% or more without specific agreement

  • Support for Confluence or Jira issues

  • Support for issues only present when 3rd party plugins are used

  • Support for older Confluence or Jira versions expired in Atlassian’s EOL policy

  • Support for outdated Atlassian Apps

  • Support in non-English languages

Stakeholders

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

  • IT Service Provider(s): Drouhard AC (“Provider”)

  • IT Customer(s): Customer, who purchased and installed Drouhard AC apps via Atlassian Marketplace (“Customer”).

Service Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

Service Scope

The following Services are covered by this Agreement:

  • Manned telephone support.

  • Monitored email support.

  • Monitored service desk portal.

  • Voice/video/screen sharing connection (e.g., Teamviewer or MS Teams).

  • Weekly system health check.

Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

  • Payment for all support costs at the agreed interval.

  • Reasonable availability of customer representative(s) when resolving a service related incident or request.

Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

  • Meeting response times associated with service related incidents.

  • Appropriate notification to Customer for all scheduled maintenance.

Service Assumptions

Assumptions related to in-scope services and/or components include:

  • Changes to services will be communicated and documented to all stakeholders.

  • Uptime of the Drouhard AC Apps will be at least 99%.

  • User interface response times will be 3 second or less in 90% of the attempts, and never more than 10 seconds. Operations that require more time than this to complete, because of the need to fetch more data or to process the data, will be signaled by a loading bar or a loading spinner.

  • Service response times for Drouhard AC hosted services will be 10 seconds or less in 90% of the attempts, and never more than 30 seconds.

  • Recovery time objective (RTO) will be 8 hours.

  • Recovery point objective (RPO) will be 24 hours.

  • Support Availability will 8 hours a day / 5 days a week in CET timezone.

Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

Service Requests

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frame:

  • 1 working day for all issues.

  • Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.