Legal

Service Level Agreement

Last updated: July 2026

1. Overview

This Service Level Agreement (SLA) describes the support, response times, and availability commitments HelpingBrains provides for its products, including apps listed on the Atlassian Marketplace. It applies to customers on an active subscription.

2. Support hours

Standard support is available Monday through Friday, 09:00–17:00 CET (8 hours per day, 5 days per week), excluding public holidays. Emergency support for critical, service-impacting issues is available 24/7 via the emergency contact below.

3. Response times

We target the following first-response times by severity: Critical (production down or major outage) — 4 business hours; High (major feature impaired, no workaround) — 1 business day; Normal (minor issue or question) — 2 business days. Pro and Enterprise plans receive prioritized handling.

4. Availability

We target 99.5% monthly uptime for our hosted services, measured excluding scheduled maintenance. Planned maintenance is announced in advance where practical and scheduled outside standard support hours whenever possible.

5. Emergency contact

For critical, service-impacting incidents, contact us 24/7 at support@helpingbrains.info. Include your account details, a description of the impact, and steps to reproduce so we can respond quickly.

6. Exclusions

This SLA does not cover issues caused by factors outside our control, including third-party platforms and networks, misuse or unauthorized modifications, or use outside documented guidelines. Beta or early-access features are provided without SLA commitments.

7. Contact

Questions about this SLA? Email support@helpingbrains.info.