Service Level Agreement (SLA)

Owned by Oleksii Melnyk
Jul 15, 2024
1 min read

Objective: To define the service response times for tasks created within and outside of business hours.

Scope: This SLA applies to all tasks created using Bulker for Jira & JSM Cloud.

Business Hours:

  • Monday to Friday: 9:00 AM to 6:00 PM (Berlin)

Service Commitments:

  1. Tasks Created During Business Hours:

    • Response Time: Tasks created during business hours will be reviewed within 24 hours from the time of creation.

  2. Tasks Created Outside Business Hours:

    • Response Time: Tasks created outside business hours will be reviewed within 72 hours from the time of creation.

Exceptions:

  • National holidays and company-specific holidays are excluded from business hours.

  • If the response time falls on a holiday or weekend, the review time will be extended accordingly.

Monitoring and Reporting:

  • The response times will be monitored continuously to ensure compliance with this SLA.

  • Reports on SLA performance will be generated and reviewed periodically to ensure ongoing adherence.