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Service Level Agreement

Service Level Agreement

Service Level Agreement (SLA)

 

For Issue Pulse – Jira Application

 

  1. Introduction

This Service Level Agreement (“SLA”) describes the service commitments of SelectStar Solutions (“Provider”) to customers (“Client”) of the Issue Pulse Jira Application (“Service”). The purpose of this SLA is to define service expectations, support response times, and the responsibilities of both parties.

 

  1. Scope

 

This SLA applies to the Issue Pulse Jira application, including:

  • Application availability and uptime commitments

  • Support channels and response times

  • Maintenance windows and planned outages

  • Exclusions and limitations

 

  1. Service Availability

  • Standard Availability: The Service is available 24 hours a day, 7 days a week, excluding scheduled maintenance windows.

  • Uptime Commitment: Provider will use commercially reasonable efforts to ensure 99.5% uptime per calendar month.

 

  1. Maintenance

  • Scheduled Maintenance: Provider will provide at least 48 hours’ notice for planned downtime. Maintenance will typically occur outside of standard business hours.

  • Emergency Maintenance: May be performed as required to resolve critical issues. Provider will notify Clients as soon as possible.

 

  1. Support Services

  • Support Hours:

    • Standard Support: Monday–Friday, 9:00 AM – 5:00 PM (Client’s local time zone)

    • Critical Issues: 24/7 emergency support for Priority 1 issues

  • Support Channels:

    • Email: [support@selectstar.org]

    • Jira Service Desk Portal: [link]

    • Phone (for critical incidents only): [number]

 

  1. Incident Classification & Response Times

 

Incidents are categorized based on severity and business impact.

Priority

Description

Target Response Time

Target Resolution Time*

P1 – Critical

Service outage or major functionality unavailable. No workaround.

1 hour

8 hours

P2 – High

Major feature impaired, significant impact. Workaround possible.

4 hours

2 business days

P3 – Medium

Minor feature not working as expected, moderate impact.

1 business day

5 business days

P4 – Low

Cosmetic issues, general inquiries, enhancement requests.

2 business days

As agreed / future release

*Resolution times are targets and not guarantees.

 

  1. Responsibilities of Provider

  • Maintain the Issue Pulse application with reasonable skill and care.

  • Provide updates, patches, and fixes.

  • Communicate outages and maintenance clearly and promptly.

 

  1. Responsibilities of Client

  • Ensure users are trained in the proper use of the Service.

  • Provide accurate information when reporting issues.

  • Maintain appropriate Jira licensing and integrations required for Issue Pulse.

 

  1. Exclusions

This SLA does not apply to:

  • Issues caused by Client’s infrastructure, customizations, or third-party integrations.

  • Force majeure events (e.g., natural disasters, internet backbone failures).

  • Non-production or trial environments.

 

10. Reporting & Review

  • SLA performance reports are available upon request.

  • SLA terms are subject to annual review and adjustment.

 

11. Termination & Changes

Provider reserves the right to amend this SLA with 30 days’ notice. SLA terminates upon termination of the Client’s subscription to the Service.