Service Level Agreement (SLA)

This Service Level Agreement (SLA) describes the support commitments for Deadline Warrior applications available through the Atlassian Marketplace.

1. Service availability

Deadline Warrior applications are built on the Atlassian Forge platform and rely on the availability of Atlassian Cloud infrastructure.

Service availability therefore depends on Atlassian Cloud uptime and performance. Deadline Warrior does not operate independent hosting infrastructure for Forge-based applications.

For Atlassian platform status information, 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 United States public holidays.

4. Response time targets

• Critical — Application unusable across tenant: response within 8 business hours
• High — Major functionality impaired: response within 1 business day
• Medium — Minor issue with 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 dependencies on Atlassian platform services.

6. Exclusions

This SLA does not apply to:

• Atlassian Cloud outages
• Third‑party integrations
• Customer configuration errors
• Beta or preview features