Service Level Agreement (SLA)

1. Service Availability. Deadline Warrior applications are built on the Atlassian Forge platform and rely on the availability of Atlassian Cloud infrastructure. Service availability is dependent on Atlassian Cloud uptime and performance. Deadline Warrior does not operate independent hosting infrastructure for Forge-based applications. For information about Atlassian Cloud availability, please refer to Atlassian’s public status page.
2. Support Channels. Support requests may be submitted via email: support@deadlinewarrior.com
3. Support Hours. Monday – Friday 9:00 AM – 5:00 PM Pacific Time, excluding U.S. public holidays
4. Response Time Targets.
   • Critical – App unusable across tenant: response within 8 business hours
   • High – Major functionality impaired: response within 1 business day
   • Medium – Minor issue, workaround available: response within 2 business days
   • Low – General questions or feature requests: response within 3 business days
5. Issue Resolution. Resolution timelines depend on severity, complexity, and potential Atlassian platform dependencies.
6. Exclusions. This SLA does not apply to Atlassian Cloud outages, third-party integrations, customer configuration errors, or beta/preview features.