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Service Level Agreement (for Atlassian apps)

Service Level Agreement (for Atlassian apps)

Last updated on: 30th June 2025

Note that this SLA applies to all of our apps sold via Atlassian marketplace. For products that are independently sold or sold via other marketplaces, separate SLA is available.

Adding incredible value to our customers' businesses is of highest importance for everyone at Amoeboids Technologies Pvt Ltd. We serve the customers not only through our products but also through our support. Key aspects of our support offerings are outlined in this agreement.

Service Availability (Cloud products only)

For Licensor’s Cloud-based applications, we commit to a Service Availability of 99.5% over a calendar year.

“Service Availability” is defined as the percentage of total time during which the Software is operational and accessible, excluding Scheduled Maintenance, emergency maintenance, and outages caused by force majeure events or third-party infrastructure providers (such as Atlassian).

Scheduled Maintenance refers to planned activities such as feature deployments, infrastructure upgrades, or data migrations. These are typically carried out during non-peak hours to minimize disruption.

In the event of a service outage or incident, customers who contact us via our support portal can typically expect a response within 24 business hours. This availability commitment does not apply to Server or Data Center versions of our apps, where infrastructure is managed by the customer.

Support Channels

In order for us to serve you at the earliest, we request you to create support tickets on our service desk. This portal does not need you to create an account, you can create a ticket without logging in. Thus the ticket creation process does not take more than a minute. That way, not only you are always up-to-date on the progress made on your request but also help us streamline the processes internally & resolve your tickets at the earliest.

Here is a handy link to our Atlassian apps service desk - Jira Service Management

End User License Agreement

We have a common EULA to support all our Atlassian apps. It can be accessed here - End User License Agreement (for Atlassian apps) .

Data Security & Privacy Policy

Data security & privacy policy varies across each one of our apps. Please find below a handy list to those links

Response Times

For all support requests submitted through our service desk, you can expect a first human response within 2 business days. In most cases, we respond much faster. Certain editions of our products (e.g., advanced or enterprise tiers) may include faster guaranteed response times. Additionally, organizations requiring tailored response and resolution time commitments may request a custom SLA through a separate agreement, subject to additional fees.

Business Hours

Our entire team is based out of India (IST). Business hours are 9 AM to 6 PM Indian Standard Time. We are closed on major holidays in India. IST = (GMT + 5.50 hrs)

What kind of support do we offer?

Our support is limited to issues directly related to the products listed in this SLA.

Please note that we do not offer support for Atlassian-owned products such as Jira, Confluence, or Jira Service Management.

Support typically includes:

  • Assistance with installation and setup

  • Troubleshooting technical issues or bugs within our apps

  • Guidance on product features and usage

Support is available only to customers with an active, paid subscription. We reserve the right to decline support requests from users without an active license.

Are there any support add-ons?

We offer tailored support packages, including:

  • Customized SLAs with faster response and resolution times

  • Product training sessions for onboarding or advanced usage

These services are available at an additional cost and can be arranged through a separate agreement. To discuss your needs, please create a support ticket here.