Support Service Level Agreement
This page describes target support response times. Response targets are not guaranteed resolution times.
| Severity | Meaning | Target first response |
|---|---|---|
| Critical | The app is unavailable for many customers or causes a severe production-impacting failure. | 1 business day |
| High | A core feature is broken for a customer, with no reasonable workaround. | 1 business day |
| Medium | A feature is impaired, but a workaround exists or the impact is limited. | 2 business days |
| Low | Question, documentation issue, cosmetic issue or low-impact enhancement request. | 3 business days |
Response versus resolution
Some issues depend on Atlassian platform behavior, customer configuration, missing diagnostic information or Marketplace review processes. Response targets describe initial support acknowledgement and triage, not guaranteed resolution time.
Security vulnerabilities
Security vulnerabilities are handled according to the Security Incident Response page and may follow a different internal remediation schedule based on severity.