Service level agreement

Scope

This service level agreement defines the expected reaction time in case of bugs or security issues. It also explains how we approach new Confluence versions.

Expected reaction and solution time related to bugs

*) We can only influence the solution time of bugs which we have under our control. Bugs related to issues of the framework or the Atlassian application (e.g. Confluence) have no planned solution time. An acceptable work around counts as solution.

**) days always means working days (Monday- Friday). We are closed on Bavarian holidays.

Back port policy of security related bugs

We ensure that we fix all versions of our app to cover all Confluence versions (e..g. 7.3.x) published in the last 18 months. In most cases this means that we only have to fix the latest version of the app.

Solution time of feature requests

We will respond to feature requests within the general reaction time indicated before and will indicate how we will proceed with the feature request. However we can’t make any general statements if and if yes in which time a new feature will be implemented.

Compatibility with new Confluence versions

We will ensure a compatibility with new Confluence versions typically within 8 working days after the release of a new Confluence version. In isolated cases it might take longer.

Definitions