Support Service Level Agreement
This page describes the general support availability and target first response time for Mederak Apps and its Jira Cloud apps.
Support intake is available 24 hours a day, 7 days a week.
Mederak Apps aims to respond within 24 hours from receiving a support request.
This SLA applies generally to Mederak Apps vendor support unless a separate written agreement states otherwise.
Hours of operation
Mederak Apps provides support coverage 24 hours a day. Support requests can be submitted at any time through Mederak Apps Service Desk.
Target response time
The target initial response time is within 24 hours from receiving the support request. The initial response may include acknowledgement, triage questions, a request for diagnostic information, a workaround, or confirmation that the issue is being investigated.
Response versus resolution
The 24-hour target describes the first support response, not a guaranteed resolution time. Resolution may depend on product behavior, Atlassian platform behavior, customer Jira configuration, Marketplace review processes, diagnostic information or the complexity of the reported issue.
What to include in a request
- App name and Jira Cloud site URL or cloud site name.
- Short description of the issue or question.
- Steps to reproduce the issue, where applicable.
- Approximate time of the issue, including timezone.
- Screenshots or a short screen recording when helpful.
- Whether the issue affects one user, one project or many users.
- Relevant app screen, import ID, project key or issue key when applicable.
Security and privacy notes
Do not include secrets, credentials, access tokens or unnecessary customer data in support requests. For security reports, use the same Service Desk link and include reproduction steps, impact and affected tenant context where appropriate.
Product documentation
Product-specific documentation, privacy, security, terms and support details are available from the Mederak Apps catalogue.