Service Level Agreements & Escalation Policy

Priority

Highest

High

Medium

Low

Lowest

Response Target 1 hour 1 hour 1 hour 1 hour 1 hour
Response required 2 hours 4 hours 8 hours 8 hours 8 hours
Resolution Working on reasonably continuing basis until resolution is reached Within 2 business days Within 4 business days A notified resolution date, typically between 4 to 8 business days A notified resolution date

Overview

Upon receiving a support request, ThinkTilt, at its sole discretion, will allocate a priority level to the support request. Each Priority Level has target and required response times, and a target resolution time for the Support Request (as defined above).

You can request escalation of a support request by contacting ThinkTilt, and/or the designated account manager, where applicable.

ThinkTilt maintains the right to upgrade or downgrade Priority Levels.

With the exception of the Highest priority level all response times are during standard Support Hours (as defined in our Maintenance and Support Policy). We continually monitor our support channels for Highest priority support requests and will address these irrespective of our Support Hours. ThinkTilt also sets a target response time to each Priority Level, which we aim to achieve in normal circumstances; however, we will only guarantee to respond within the required response time.

ThinkTilt may, at its sole discretion, reasonably determine that the Resolution to the Support Request relates to functionality not currently supported by its applications. In such circumstances, ThinkTilt is under no obligation to provide a Resolution to the Support Request. In such cases, ThinkTilt will notify you of this determination and offer any applicable work-arounds that may assist.

Definitions

Priority Level is assigned by ThinkTilt to ensure that the issue receives a suitable response. The assigned Priority Level is not to be deemed as a determination of the level of the Support Request, but is rather used as a triage mechanism to facilitate an appropriate response. The Priority Levels used are::

  1. Highest (Customer critical) – ThinkTilt may assign this level where there has been a critical application failure, work-arounds have been ineffective in addressing the Issue and the issues affects your entire organization and/or numerous individual users.
  2. High (Individual user, critical) – ThinkTilt may assign this level where there has been a critical function failure, and work-arounds have been ineffective in addressing the issue and the issue affects an individual user.
  3. Medium (Individual user, non-urgent) – ThinkTilt may assign this level where there have been problems affecting the efficiency of users, and where work-arounds may have been effective.
  4. Low (User inquiry) – ThinkTilt may assign this level where there have been problems with no adverse impact on processing.
  5. Lowest (Information only) – ThinkTilt may assign this level where a customer requests information relating to our applications, but the application is working as expected.

Support Request means the report of  defect or error with ThinkTilt’s products where the products are not functioning in a manner consistent with the applicable documentation.

Response means that someone from ThinkTilt will use reasonable efforts to respond to you within the above-described time frames. The time for a response begins when ThinkTilt receives a Support Request during Support Hours, or once Support Hours first commence after receiving the Support Request.

Resolution means that ThinkTilt will, in good faith, use reasonable efforts to resolve the Support Request in the time frames set forth above, so that the product functions as described in the documentation and/or in such other applicable manner as is appropriate. The time for resolution begins when ThinkTilt receives a documented replicable example of the defect or error and, if requested by ThinkTilt, a listing of output or other information that ThinkTilt requires in order to reproduce working conditions similar to those present when the defect or error was discovered.

Security Bugfix – Service Level Agreement

Severity

Critical

High/ Medium/ Low

Target 1 week 2 weeks
Required 2 weeks 4 weeks
Notification Security alert published to the Trust CenterEmail to customer’s technical contacts. Inclusion in version release notes.Notification submitted to Atlassian Inclusion in version release notes
Notification submitted to Atlassian

Overview

The ThinkTilt Security Bugfix Service Level Agreement follows the definition of the severity level of vulnerabilities based on the Severity Levels for Security Issues, published by Atlassian.