FirstTry Trust Center v4.4.2
Pack v4.4.2Rev 4.4.2OwnerFirstTry SolutionsLast Updated2026-02-26ReviewAnnualDoc IDFT-OPS-001

Service Level Agreement (SLA)

1. Overview

FirstTry provides an SLA for support response times only. We do NOT guarantee uptime, data availability, or performance metrics.

Why? FirstTry runs entirely on Atlassian Forge platform, which has its own SLA. We cannot guarantee availability independent of Atlassian.

2. What We DONT Guarantee

❌ No uptime percentage claims

  • FirstTry availability is dependent on Atlassian Forge SLA
  • No independent infrastructure to guarantee uptime
  • If Atlassian Forge is down, FirstTry is down

❌ No data availability guarantee

  • Relies on Atlassian Forge Storage (Atlassian-managed backups)
  • FirstTry does not control backup/restore procedures

❌ No performance SLA

  • Response times depend on Jira Cloud API performance
  • No guaranteed latency for exports or dashboard loads

❌ No disaster recovery SLA

  • See BCP_DRP.md for platform dependencies

❌ No uptime percentage threshold

  • No uptime percentage claims are made
  • No SLA credit or refund for outages
  • Support response times are "best-effort only"

3. What We DO Guarantee

✅ Support Response Times (best-effort):

  • Critical issue: Initial response within 4 business hours
  • High issue: Initial response within 8 business hours
  • Medium issue: Initial response within 1 business day
  • Low issue: Initial response within 5 business days

Caveat: Response times are "best-effort" and subject to customer availability, information provided, and scope of issue.

✅ Security Incident Acknowledgement:

  • All security reports acknowledged within 24 hours
  • Severity assessment within 48 hours
  • Updates provided every 5 business days minimum

✅ Documented Support Channels:

4. Dependency on Atlassian Forge SLA

Atlassian Forge SLA (reference only; see Atlassian docs for authoritative details):

  • Platform availability target: Refer to current Atlassian SLA documentation (varies by region)
  • Data replication and backup: Atlassian-managed
  • Incident response: Atlassian SLA applies

Where to find Atlassian SLA:

FirstTry responsibility in outage:

  1. Monitor Atlassian status page (https://status.atlassian.com)
  2. Notify customers of related issues (if not already aware)
  3. Await Atlassian incident resolution
  4. Update INCIDENT_RESPONSE_PLAN.md after incident

5. Exclusions from SLA

Support response times are NOT guaranteed for:

  • Jira Cloud configuration issues (contact Atlassian support)
  • Issues caused by customer's network or infrastructure
  • Issues related to third-party integrations not supported by FirstTry
  • Issues from unsupported app versions (upgrade required)
  • Issues from data corruption caused by customer actions

6. Customer Responsibilities

To receive support:

  • Provide clear reproduction steps
  • Confirm app is up-to-date (latest version)
  • Confirm Jira Cloud site is healthy
  • Include relevant logs or error messages

7. SLA Credits

FirstTry does NOT offer SLA credits for missed response times because:

  1. Response time is "best-effort," not guaranteed
  2. Availability is outside FirstTry's control (Forge platform)
  3. No subscription tier exists; app is provided as-is

8. Changes to SLA

This SLA may be updated at any time with notice in CHANGELOG.md. Material changes will be announced in advance.

9. IMPORTANT DISCLAIMER

FirstTry is provided "AS-IS" without warranty of any kind. FirstTry is NOT responsible for:

  • Data loss or corruption (reliance on Forge Storage)
  • Service unavailability (reliance on Forge platform)
  • Performance degradation (reliance on Jira Cloud API)
  • Compliance violations (compliance is customer's responsibility)
  • Business losses (see TERMS_OF_SERVICE.md liability limitations)

Customer must obtain independent assurances from Atlassian regarding Forge platform SLA if uptime guarantees are critical to your use case.

10. References