1. Introduction
This Service Level Agreement (SLA) outlines the terms and conditions for the provision of support and maintenance services for the plugins provided by DSR Corporation.
2. Definitions
Service Provider: The company providing the plugin and associated services - DSR Corporation.
Client: The organization using the plugin.
Business Hours: The hours during which support is available, 9:00 AM to 5:00 PM GMT+1, Monday to Friday, excluding public holidays.
3. Services Covered
Technical support and assistance.
Maintenance updates and bug fixes.
4. Service Availability
The Service Provider will ensure that the plugin is available 99.9% of the time during any given month, excluding scheduled maintenance and maintenance performed by Atlassian for the plugins using Forge platform.
5. Scope of Support, Defect Severity Levels and Resolution Times
5.1 Scope of support
Technical Support shall be provided via email during Business Hours for the sole purpose of addressing technical issues relating to the use of the App. Support Services also include installation, troubleshooting problems with the App and , identifying intermediate solutions.
5.2 Severity Levels
Critical (P1): The plugin is unusable, causing a severe impact on production systems.
High (P2): Major functionality is impacted or significant performance degradation is experienced.
Medium (P3): Partial, non-critical loss of functionality or performance degradation.
Low (P4): General questions, minor issues, or cosmetic problems.
5.3 Response and Resolution Times
Severity | Initial Response Time | Target Resolution Time |
|---|---|---|
Critical (P1) | 4 hours | 1 business day |
High (P2) | 1 business day | 2 business days |
Medium (P3) | 1 business day | 5 business days |
Low (P4) | 1 business day | 10 business days |
6. Support Channels
Email: plugins@dsr-corporation.com
Support Portal: https://dsr-plugins.atlassian.net/jira/software/c/projects/DSRSUPPORT/boards/3
7. Client Responsibilities
Provide all necessary information and access to the Service Provider to diagnose and resolve issues.
Use the plugin in accordance with the documentation and guidelines provided by the Service Provider.
Ensure that their environment meets the minimum requirements for the plugin.
8. Maintenance and Scheduled Downtime
Service Provider may from time to time in its sole discretion develop and provide maintenance updates, which may include upgrades, bug fixes, patches, other error corrections, and/or new features (collectively, including related documentation, "Updates").
The Client will receive email notice of the Updates with installation instructions. The Client shall promptly download and install all Updates and acknowledge and agree that the App or portions thereof may not properly operate should you fail to do so. The Client further agree that all Updates will be deemed part of the plugin.
9. Miscellaneous
This SLA does not include support for issues caused by third-party software, hardware malfunctions, or issues arising from modifications made by the Client.
