Meetical Logo

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

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

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

STAY UP-TO-DATE

Subscribe to our Newsletter

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.