This pages describes the Swiftix Software SLA (Service Level Agreement) for Atlassian Marketplace plugins.

Response Times

We aim to respond to all support requests within one business day.

Business Hours

9am to 5pm UK time, Monday to Friday (except UK public holidays).

Raising Requests

Please raise all requests via the Swiftix Software customer support portal: https://swiftix.atlassian.net/servicedesk

Bug Fixes and Improvements

All bug fixes and improvements are reviewed internally and feedback is provided through the customer support portal.

Security Bug Fixes

All security related bug reports are triaged within 8 hours and actioned according to severity of the security issues.

Classification of security issues:-

• Critical

  • Can be exploited by unauthenticated users

  • Target resolution: 3 business days

• High

  • Can be exploited only by authenticated users

  • Potential to expose sensitive information

  • Target resolution: 15 business days

• Medium

  • Can only be exploited by some authenticated users (e.g. admin users)

  • Potential to expose sensitive information

  • Target resolution: 30 business days

• Low

  • Can only be exploited by some authenticated users (e.g. admin users)

  • Does not expose sensitive information

  • Target resolution: varies - reserve the right not to fix