Last Updated: February 2026
This Service Level Agreement (SLA) outlines the support commitment for TimeSnap, a Jira timesheet application built on Atlassian Forge. This SLA applies to paid customers of TimeSnap via the Atlassian Marketplace.
Support is provided during the following business hours:
Monday – Friday
9:00 AM – 5:00 PM (UTC+5:30)
Excluding public holidays.
Limited monitoring may occur outside these hours, but response times are only guaranteed during business hours.
Support requests may be submitted through:
Response time refers to the time taken to acknowledge and begin investigation of a reported issue. Resolution times may vary depending on complexity.
| Severity Level | Description | Target Response Time |
|---|---|---|
| Critical | Application completely unavailable or unusable | Within 8 business hours |
| High | Major functionality significantly impacted | Within 1 business day |
| Medium | Minor feature issue or partial degradation | Within 2 business days |
| Low | General questions, documentation requests, or minor bugs | Within 3 business days |
TimeSnap is hosted on Atlassian Forge infrastructure. Service availability depends on the uptime and reliability of Atlassian Cloud services. Any platform-wide outages are governed by Atlassian’s own service commitments.
This SLA does not apply to:
TimeSnap reserves the right to update this SLA as the service evolves. Updates will be published on this page.