Service Level Agreement

This Service Level Agreement (SLA) describes the support commitments OpsShark provides to customers of Prism for Jira, an Atlassian Marketplace application. This SLA applies to the current version of the app as listed on the Atlassian Marketplace.

Support is available during the following hours:

Days: Monday through Friday

Hours: 9:00 AM – 5:00 PM Eastern Time (GMT-05:00)

Requests received outside of business hours will be acknowledged on the next available business day.

Our target response time for all support requests is 48 business hours. Response time is measured from the moment a request is received through the support portal or via email during business hours.

While we aim to resolve issues within this window, resolution time may vary depending on the complexity of the issue.

Critical — The app is completely unusable or a major bug is impacting all users. We prioritize these issues and begin investigation immediately during business hours.

High — Core functionality is impaired for a subset of users or a workaround is unavailable. Target response: within 48 business hours.

Normal — A feature is not working as expected but a workaround exists, or a general usage question. Target response: within 48 business hours.

Low — Cosmetic issues, feature requests, or general feedback. Addressed on a best-effort basis.

Support Portal: https://opsshark.atlassian.net/servicedesk/customer/portals

Email: support@opsshark.com

When submitting a request, please include your Atlassian site URL, the version of Prism for Jira installed, a description of the issue, and steps to reproduce if applicable.

This SLA does not cover issues caused by: third-party integrations not provided by OpsShark, Atlassian platform outages or incidents, customer-side configuration errors, or unsupported versions of the app.

Atlassian platform availability is governed by Atlassian's own SLA and status page at status.atlassian.com.

OpsShark reserves the right to update this SLA at any time. Changes will be reflected in the updated date below and published to the Atlassian Marketplace listing.

Questions about this SLA can be directed to support@opsshark.com.