Service Level Agreement

Freeboard Software · Version 1.0 · Effective [date]

1. Scope

This Service Level Agreement ("SLA") describes the support commitments of Freeboard Software ("we", "us") to customers who have installed one of our apps ("the Apps") from the Atlassian Marketplace.

This SLA covers our support obligations only. It does not cover the availability of Atlassian products or the Atlassian cloud platform, which are governed by Atlassian’s own agreements with the customer.

We are an independent Marketplace Partner. We are not Atlassian, and we do not provide support on Atlassian’s behalf.

2. Where the Apps run

Our Apps are built on Atlassian Forge and run entirely within Atlassian’s own infrastructure. We operate no servers, no databases and no third-party processors in connection with the Apps, and no customer data leaves the Atlassian cloud.

One consequence of this design matters for this SLA: we do not publish a separate uptime percentage, because we do not operate any infrastructure whose uptime we could measure or control. App availability is a function of the Atlassian cloud platform. Where availability is within our control — for example, defects in our own code — we target a 99.9% success rate measured over a rolling 28-day window, consistent with the service level objectives Atlassian defines for its Cloud Fortified programme.

We consider this the honest position. Any vendor whose app runs inside Forge and nevertheless advertises its own uptime figure is quoting Atlassian’s number.

3. Support channels and languages

Support is provided in English, Portuguese and Spanish. Response times are the same in all three languages.

We do not provide telephone support. Requests received through any other channel — social media, personal email, the Atlassian Community — will be redirected to support@freeboardsoftware.com, and the response clock starts when the request arrives there.

4. Support hours

Monday to Friday, 09:00–18:00 (BRT, UTC−3), excluding Brazilian national public holidays.

Our registered address is in Brazil, and in line with the Atlassian Marketplace Partner Program, response times are measured against business days at that location.

5. Priority levels and response times

The commitments below are for first human response, not for resolution. We do not commit to a resolution time, because resolution time depends on the nature of the defect and, in some cases, on Atlassian platform behaviour we do not control. We do commit to keeping the customer informed at least every two business days until a request is closed.

Any request that Atlassian identifies to us as critical is treated as P1 and answered within 24 hours, in accordance with the Atlassian Marketplace Partner Agreement.

We assign the initial priority. A customer who disagrees with the assigned priority may say so in the ticket, and we will review it in the next response.

6. Escalation

• Reply on the existing ticket stating that you wish to escalate.
• If there is no response within the applicable target, write to security@freeboardsoftware.com with "ESCALATION" in the subject line. This address is monitored outside business hours.
• Customers may also escalate through Atlassian Support, which can reach us directly.

7. Security incidents and vulnerability reports

Send reports to security@freeboardsoftware.com. We acknowledge within 24 hours, including on weekends.

We will not pursue or support legal action against anyone who reports a vulnerability in good faith, who gives us reasonable time to remediate before public disclosure, and who does not access, modify or destroy data belonging to other customers.

Where a security incident affects customer data, we will notify affected customers and Atlassian without undue delay.

8. Maintenance and releases

Because the Apps run on Forge, updates are deployed by Atlassian to installed instances and require no downtime window on our side. We announce breaking changes in the release notes of the Marketplace listing at least 14 days before they take effect.

9. Exclusions

This SLA does not apply to:

• Outages, degradation or rate limiting of Atlassian products or the Atlassian cloud platform;
• Issues caused by third-party apps, custom scripts or modifications not supplied by us;
• Use of the Apps outside their documented purpose, or on Atlassian products or versions we do not list as supported;
• Requests submitted through channels other than those in section 3;
• Force majeure events beyond our reasonable control;
• Instances where the App licence is expired, cancelled or in a state of non-payment.

10. Remedies

Billing for the Apps is handled by Atlassian, not by us. We therefore do not issue service credits directly. A customer who believes we have failed to meet the commitments in this SLA may:

• Escalate as described in section 6;
• Raise the matter with Atlassian Support, which may consider a refund under Atlassian’s own Marketplace refund policy.

11. Changes to this SLA

We may update this SLA. Material reductions in the commitments above take effect 30 days after the new version is published on this page. Each version carries a version number and an effective date. The current version is stated at the top of this page.

12. Contact

Freeboard Software — [full registered address] · support@freeboardsoftware.com · security@freeboardsoftware.com · [phone]

13. Language

This SLA is published in English, Portuguese and Spanish. The English version is the official one and prevails in the event of any discrepancy, ambiguity or conflict between versions. The Portuguese and Spanish versions are provided for convenience. All versions carry the same version number and effective date; if they do not, the English version applies.

Atlassian, Jira, Confluence and Forge are trademarks of Atlassian Pty Ltd. We are an independent partner in the Atlassian Marketplace.