> For the complete documentation index, see [llms.txt](https://superapp-systems.gitbook.io/legal/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://superapp-systems.gitbook.io/legal/sla.md).

# 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:** <support@superapp-systems.atlassian.net>

### 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


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