This Service Level Agreement ("SLA") defines the support service levels provided by LLC "WOMBATS CORP" (identification number 44882380), a limited liability company organized under the laws of Ukraine, with its registered office at 33/37 Laboratorna Str., Kyiv, 03150, Ukraine ("Wombats Corp," "we," "us," or "our"), for all Apps published on the Atlassian Marketplace.
This SLA is part of and subject to the Wombats Corp Terms of Service. In the event of a conflict between this SLA and the Terms of Service, the Terms of Service shall prevail.
This SLA covers technical support services for all Wombats Corp Apps, including:
This SLA does not include commitments related to:
| Parameter | Detail |
|---|---|
| Business hours | Monday through Friday, 09:00 – 18:00 (Kyiv time, EET UTC+2 / EEST UTC+3) |
| Non-business days | Weekends (Saturday, Sunday) and Ukrainian public holidays |
| Support email | info@wombatscorp.com |
| Additional channels | As listed on the respective App's Marketplace page (when available) |
Response and resolution times in this SLA are measured in business hours unless otherwise stated.
| Severity | Definition | Examples |
|---|---|---|
| Critical (S1) | The App is completely non-functional or causes data loss, and no workaround exists. Affects all or most users. | App fails to load entirely; data corruption; complete feature failure affecting production |
| Major (S2) | Core functionality is significantly impaired, but a workaround may exist. Affects a significant number of users. | Key feature not working as documented; severe performance degradation; configuration cannot be saved |
| Minor (S3) | Non-critical functionality is impaired, or a cosmetic/UI issue exists. Does not block primary workflows. | Minor UI defect; non-essential feature issue; documentation discrepancy |
| Question (S4) | General inquiry, feature request, or how-to question. | Configuration guidance; compatibility question; feature suggestion |
Wombats Corp reserves the right to assign or reassign severity levels based on the actual impact of the reported issue.
Response time is the time between receiving a properly submitted support request and the first substantive response from Wombats Corp (excluding automated acknowledgments).
| Severity | First Response Target | Status Update Frequency |
|---|---|---|
| Critical (S1) | 8 business hours | Every business day until resolved or mitigated |
| Major (S2) | 16 business hours | Every 2 business days |
| Minor (S3) | 24 business hours | As progress is made |
| Question (S4) | 40 business hours | N/A |
These are targets, not guarantees. Wombats Corp will use commercially reasonable efforts to meet these targets.
Resolution time is the time from the first substantive response to the issue being resolved, mitigated with a workaround, or closed.
| Severity | Resolution Target |
|---|---|
| Critical (S1) | Best effort — hotfix or workaround as soon as reasonably possible |
| Major (S2) | Fix included in the next scheduled App update, or a workaround provided |
| Minor (S3) | Fix considered for a future App update |
| Question (S4) | Answered upon first response |
Resolution may include:
To enable effective support, the Customer agrees to:
If you are not satisfied with the progress on a support request, you may escalate by:
Escalated requests will be reviewed by a senior team member within 8 business hours.
Wombats Corp will endeavor to communicate known breaking changes or significant updates through the App's Marketplace changelog and, where possible, through direct communication to affected customers.
When Wombats Corp decides to discontinue an App or end support for a specific deployment type:
Note: Atlassian Server products have reached end of life as of February 15, 2024. Wombats Corp no longer provides support or updates for Server versions of its Apps.
This SLA does not apply when an issue is caused by:
Wombats Corp may update this SLA from time to time. Material changes will be communicated through the Marketplace listing. The current version of this SLA is always available at the URL referenced in the Terms of Service.
For support requests or SLA-related inquiries:
