Service Level Agreements (SLA)

Reliable Service for Your Atlassian Systems

Whether Confluence or Jira: our SLAs guarantee you availability, response times and additional services for your Atlassian systems.

Compare packages Get advice

Woman smiling while working at a desk with a laptop and dual monitors in an office setting.

Your benefits

Guaranteed service hours – our experts are fully available for you during your booked service hours.
Multilingual support – German and English via Service Desk and telephone
Flexible contact channels – report incidents via Service Desk or by phone
Problem resolution without extra costs – classes 1 to 3 included
More service for consulting customers – requests are forwarded to our consulting team

User Support

(First Level)

The first point of contact for your users. We support the users in your organization with simple questions and typical problems around your software – quickly and without friction.

What we take care of

Receiving, capturing and prioritizing requests (e.g. via Jira Service Desk or email)
Analysis and resolution of standard frontend problems
Advice at the user level

Admin Support

(Second Level)

When it gets administrative or configuration-heavy. We take on tasks that go beyond classic user support – depending on the product.

What we take care of

User and group management
App management (install and configure Marketplace apps)
License management (apply licenses, provide utilization reports)

SLA Packages at a Fixed Price

Our SLA Bronze is included as standard with all services and provides you with a solid foundation.

SLA Bronze

Free

included as standard

Request now

Uptime & Backups

Total availability: 99.5% per year
RPO backup frequency: 24 hours

Service Hours

Support: weekdays, 9:00–17:00
Updates: weekdays, 9:00–17:00

Response Time

Class 1: 4 hours
Class 2: 1 business day
Class 3: 5 business days

Resolution Time

16 hours

SLA Silver

from $75

excl. VAT – price per user tier

Request now

Uptime & Backups

Total availability: 99.8% per year
RPO backup frequency: 24 hours

Service Hours

Support: weekdays, 9:00–17:00
Updates: weekdays, 9:00–17:00

Response Time

Class 1: 2 hours
Class 2: 4 hours
Class 3: 2 business days

Resolution Time

Class 1: max. 8 hours

SLA Gold

from $150

excl. VAT – price per user tier

Request now

Uptime & Backups

Total availability: 99.8% per quarter
RPO backup frequency: 12 hours

Service Hours

Support: weekdays, 7:00–20:00
Updates: weekdays, 9:00–17:00

Response Time

Class 1: 1 hour
Class 2: 2 hours
Class 3: 1 business day

Resolution Time

Class 1: max. 4 hours
Class 2: max. 2 business days

Explanations of the Service Level Agreements

Scope

Service Level Agreements apply to one production environment each. SLAs for additional production and test systems can be booked additionally.

Service hours

Within the support period, incidents are received and processed. Response and resolution times refer to this period.

Within the update period, system updates are applied.

Weekdays are working days (Monday to Friday) excluding statutory public holidays in Hesse.

Response and resolution times

Response time is the period between incident notification and the first qualified measure to analyze and resolve the incident.

Resolution time is the period until the incident is resolved or a workaround is created after the start of incident resolution. All efforts to resolve incidents of classes 1 to 3 are included.

Incident classes

Class 1 – Operations-blocking incident: Complete outage or more than 50% of users cannot log in.
Class 2 – Operations-impairing incident: Severe performance issues, core functions are unavailable to more than 50% of users.
Class 3 – Minor incident: Individual components are not working or only a few users are affected.

Time specifications

Weekdays are working days (Monday to Friday) excluding statutory public holidays in Hesse. All times are given in Central European Time (CET).

Optional Add-on Modules

Our optional add-on modules make your service agreement even more flexible.
Choose the right options – and extend availability, support hours or feature scope exactly as you need them.