Service-Legal Agreement (SLA) for Business Time for Jira Data Center Customers
Business Time for Jira Data Center customer support requests receive highest priority, as these customers operate in business-critical environments and need a quick resolution to service interruptions.
Critical Issues reported by Jira Data Center customers shall receive a response within 4 hours during Standard Business Hours (Monday through Friday, 9am Central to 5pm Central) and within 24 hours outside of Standard Business Hours. Critical Issues are defined as: (a) errors originating from Business Time for Jira that interrupt normal operation of Jira Data Center; (b) unavailability or unresponsiveness of the Business Time for Jira app; or (c) incorrect or inaccurate work log data displayed due to a defect in Business Time for Jira.
All non-Critical Issues reported by Jira Data Center customers shall receive a response within 24 hours during Standard Business Days (Monday through Friday, excluding holidays recognized by the U.S. government) and within 48 hours outside of Standard Business Days.
If you have a support request, please send a message to firstname.lastname@example.org and indicate that you are a Business Time for Jira Data Center customer. To ensure your support request is properly escalated and can be resolved as quickly as possible, please provide the following information when submitting your support request: (1) your Support Entitlement Number (SEN), (2) your Jira Data Center build number, and (3) your Business Time for Jira app version number.