SLA

Our SLAs. Also note our terms & conditions.

Service Level Agreement (SLA)

Effective date: February 01, 2022

Hi, we are Meetical, a software and service company with the vision to make every business meeting count. These are our SLAs and we strive to give you the best possible support and resolve issues as soon as they arise.

This document outlines the SLAs for Meetical’s Apps on the Atlassian Marketplace. Customers with a valid trial or commercial license are eligible for support.

We target to respond to all customer requests within 1 business day.

We provide support via Email and Service Desk. Monitored 8:00 A.M. to 7:00 P.M. Greenwich Mean Time, Monday - Friday.

Data Center

Please note, support with a standard license from Atlassian Marketplace in Data Center is intended for trained, technical versatile users who are responsible for running the Atlassian tools inside the organisation. Please get in touch with us for additional offers and product trainings.

Severity Level	Description	Target Response
D1 - Urgent	Impossible for all or most users to use the main functions of the App with impact on their daily work (for example meeting pages are not accessible). No workaround / downgrade possible.	< 24h
D2 - High	Single users are completely blocked in using the App. Or, important functions cannot be used by multiple users (for example users cannot create pages).	< 2 business days
D3 - Normal	Bugs and errors, which allow end users to continue their work with some limitations or workarounds.	< 5 business days
D4 - Low	Feature requests and minor bugs.	Best effort

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Cloud

Severity Level	Description	Target Response
C1 - Outage	SaaS server down	Immediate
C2 - Critical	High risk of server downtime. Potential impact for multiple customers.	Within 60 minutes
C3 - Urgent	End-user impact initiated	Within 2 hours
C4 - Important	Potential for performance impact if not addressed	Within 12 hours
C5 - Monitor	Issue addressed but potentially impactful in the future	Within one business day
C6 - Informational	Inquiry for information	Within 72 hours

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If you have any questions about these SLAs, please contact support. Thank you.

SLA

Service Level Agreement (SLA)

Data Center

Cloud

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