SLA - Service Level Agreements

This Service Level Agreement (SLA) outlines the availability commitments for our Software as a Service (SaaS) platform. It defines the expected service levels, responsibilities, and remedies in the event of service interruptions.

Our top priority is our customers, and we are committed to always prioritizing service and support. Resolving our customer's issues promptly and personally whenever feasible is of utmost importance to us.

We strive to offer a seamless and user-friendly in-product experience along with dedicated assistance available at all times.

1. Service Availability

We commit to providing our SaaS platform with an uptime of 99.9% during each calendar month, excluding scheduled maintenance and force majeure events.

1.1 Scheduled Maintenance

Scheduled maintenance will be communicated at least 48 hours in advance and will typically occur during off-peak hours. Maintenance windows will not exceed 4 hours per month.

1.2 Force Majeure

We are not liable for service interruptions caused by events beyond our control, including but not limited to natural disasters, acts of government, network failures and outages by Atlassian and Microsoft.

2. Response times

As soon as you raise a support ticket at yasoon, we will respond within 24 business hours from the time you raised the ticket.

Our business hours are Monday – Friday, 8 AM – 7 PM CET.

yasoon is closed on major German Holidays.

3. Support

3.1 Support channels

Whenever you need support, submit your request through our support system: yasoon Support.

However, repeating matters are already included in our documentation or the FAQ section to provide helpful information in the first place. If you have any security, privacy or legal questions - you’re already in the right space here.

3.2 Included Support

• Assistance with installation and configuration processes

• Troubleshooting issues related to licenses, application features, and the installation process

• Identifying effective workarounds

• Tailored problem-solving strategies for individual needs whenever possible

3.3 Excluded from Support

The following items are not covered under our support services:

• Product training (with the exception of partner trainings)

• Licenses that are non-valid, non-current, or involve inactive subscriptions

• Applications not developed by yasoon

• Issues related to Confluence and Jira

• Confluence/Jira DataCenter versions that are no longer supported by yasoon apps

• Client configurations that do not align with the supported Confluence/Jira versions on which the app is installed

• Beta or development releases

• Any languages other than English or German

4. Remedies

If we fail to meet the uptime commitment of 99.9% in a given month, customers will be eligible for service credits as follows:

• 99.0% - 99.8% Uptime: 10% service credit

• 95.0% - 98.9% Uptime: 25% service credit

• Below 95.0% Uptime: 50% service credit

Due to the limitations of the Atlassian Marketplace, service credit will be applied on-request with a discount voucher.

5. Bug fixes

5.1 Regular Bugs

yasoon provides the products “as-is” and there is no guarantee a bug is getting fixed.
We regularly measure the impact of bugs and prioritize and fix bugs on our own timeline.

All bug fixes are delivered with the latest version - no back ports to older versions.

An exceptions are security-related bug fixes that are fixed within a specific timeframe as described here.

5.2 Security Bugs

Security-related bugs are threaten differently with higher priority.

We follow Atlassian’s Security Bug Fix Policy on how to solve security issues in our Cloud and Data Center apps.