Support Service Level Agreement (SLA)

This Support Service Level Agreement (“SLA”) outlines the support response commitments provided by SuperApp Systems for its Atlassian Marketplace applications.

Support Channels

Customer support is provided through:

• Service Desk: https://superapp-systems.atlassian.net/servicedesk/customer/portals
• Email: [e-mail]

Support Hours

• Monday to Friday, 9:00 AM – 6:00 PM (New York / Eastern Time)
• Excluding public holidays

Issue Priorities

Priority	Description
P1 – Critical	App is unavailable or causes major disruption
P2 – High	Core functionality significantly impacted
P3 – Medium	Minor issue or workaround available
P4 – Low	General questions or feature requests

Target Response Times

Priority	Target Response Time
P1 – Critical	Within 4 business hours
P2 – High	Within 1 business day
P3 – Medium	Within 2 business days
P4 – Low	Within 3 business days

Response Time refers to the time between request submission and the first response from the support team.

Resolution

SuperApp Systems makes reasonable efforts to resolve reported issues in a timely manner. Resolution time may vary depending on issue complexity, Atlassian platform dependencies, and customer cooperation.

Exclusions

This SLA does not cover:

• Atlassian platform outages
• Issues caused by third-party apps or integrations
• Unsupported or end-of-life Atlassian versions