Service Level Agreement (SLA)

Last updated: February 14, 2026

This Service Level Agreement ("SLA") describes the support commitments provided by Agility Ops Business Pty Ltd ("we", "us", or "our") for SprintINSite ("the App"), a Jira Cloud application available through the Atlassian Marketplace. Support is provided on a tiered basis depending on your subscription plan.

1. Support Tiers

Free Tier

Available to all users of SprintINSite at no cost:

• Access to community support and documentation
• Bug reports accepted via email
• Response time: best effort, typically within 5 business days
• No guaranteed uptime SLA

Standard Tier

Available to users with an active Standard subscription:

• Email support during business hours (Mon–Fri, 9am–5pm AEST)
• Response time: within 2 business days for general enquiries
• Response time: within 1 business day for critical issues (app unavailable or data loss)
• Target uptime: 99.5%

Premium Tier

Available to users with an active Premium subscription:

• Priority email support during business hours (Mon–Fri, 9am–5pm AEST)
• Response time: within 1 business day for general enquiries
• Response time: within 4 business hours for critical issues
• Target uptime: 99.9%
• Access to early feature releases and beta programs

2. Issue Severity Levels

We classify issues into the following severity levels to prioritise our response:

• Critical: The App is completely unavailable, or a core function is non-operational with no workaround, affecting all users on the instance.
• High: A major feature is significantly impaired, but a workaround exists. Affects multiple users.
• Medium: A feature is not working as expected but does not significantly impact day-to-day use. Affects individual users.
• Low: Minor issues, cosmetic defects, or feature requests.

3. Support Scope

Our support covers:

• Troubleshooting issues with SprintINSite functionality
• Assistance with configuration and setup
• Bug investigation and resolution
• Guidance on app features and capabilities

Our support does not cover:

• General Jira administration or configuration unrelated to SprintINSite
• Third-party app integrations
• Custom development or consulting
• Issues caused by modifications to Jira outside of SprintINSite's control

4. Platform Availability

SprintINSite runs on the Atlassian Forge platform. App availability is subject to the availability of Atlassian's cloud infrastructure. Scheduled maintenance will be communicated in advance where possible. Downtime caused by Atlassian platform outages is excluded from uptime calculations.

5. Escalation Process

If you are not satisfied with the resolution of a support request, you may escalate by:

• Replying to your existing support thread requesting escalation
• Emailing support@sprintinsite.com with "ESCALATION" in the subject line

Escalated issues are reviewed by a senior team member within 1 business day.

6. Changes to This SLA

We may update this SLA from time to time to reflect changes to our support offerings. Material changes will be communicated via the "Last updated" date on this page. Continued use of the App after changes constitutes acceptance of the updated SLA.

7. Contact Us

For support enquiries, please contact us at:

Agility Ops Business Pty Ltd
Email: support@sprintinsite.com
Website: sprintinsite.com