1. Introduction
This Service Level Agreement (“SLA”) is provided by Rocket IT – Wojciech Półtorak, operating as TimeFork.io (“TimeFork.io,” “we,” “our,” “us”) and applies to all licensed users of our Software Products available on the Atlassian Marketplace.
This SLA describes the support services we provide for our Software under valid licenses. By using our support services, you agree to the terms of this SLA.
2. Scope of Support
TimeFork.io will provide online technical support for our Software Products under the following conditions:
- License is valid and not expired
- Software is being used in accordance with our EULA
- Support request relates to our Software functionality
3. Support Channels
We provide support through the following channels:
Primary Support Channel:
- Email: [email protected]
Secondary Support Channels:
- Customer Portal: https://timefork.atlassian.net/servicedesk/customer/portal/1
- Atlassian Marketplace: Via the support section on our product listing
4. Business Hours
Support Hours:
- Monday through Friday: 9:00 AM – 5:00 PM
- Time Zone: CET/CEST (Central European Time)
Holidays: Support is not available on Polish national holidays and weekends.
5. Response Times
We commit to the following initial response times:
| Priority | Description | Initial Response Time |
|---|---|---|
| Critical | Software is completely unusable, affecting all users | Within 24 hours |
| High | Major functionality is impaired, affecting multiple users | Within 2 business days |
| Normal | Minor issues or questions about functionality | Within 5 business days |
| Low | General inquiries, feature requests | Within 7 business days |
Response times are calculated during business hours only
6. Support Services Include
Our support covers:
- Installation and configuration assistance
- Troubleshooting software issues
- Bug investigation and resolution
- Answering questions about software functionality
- Assistance with software updates and upgrades
- Support in English and Polish languages
- Best practices guidance
- License management inquiries
7. Support Services Exclude
Our support does not include:
- Training services
- Custom development or modifications
- Issues with third-party software (except integration issues)
- Issues with Atlassian products themselves
- On-site support
- Phone support (email only)
- Screen sharing or remote access support
- Support for end-of-life versions
- Support in languages other than English or Polish
8. Support Eligibility
To receive support, you must:
- Have a valid, non-expired license
- Be using the latest version of our Software available on the Atlassian Marketplace
- Be using a compatible version of the Atlassian product (Jira, Confluence, etc.)
- Provide sufficient information to reproduce the issue
9. End of Life Policy
TimeFork.io follows the Atlassian End of Life policy:
- We support all versions of Jira, Jira Service Management, and Confluence released within the last two years
- Software versions older than two years are considered end-of-life and unsupported
- We recommend updating to the latest version for optimal performance and support
10. Bug Fixes and Updates
Bug Fixes:
- Critical bugs: We aim to provide fixes or workarounds within 30 days
- Non-critical bugs: Addressed in regular release cycles
- Feature requests: Considered for future versions
Updates:
- Released as needed for bug fixes
- Major updates typically released quarterly
- Update notifications sent via Atlassian Marketplace
11. Support Process
- Submit Request: Send detailed issue description to [email protected]
- Acknowledgment: Receive ticket number and expected response time
- Investigation: We investigate and may request additional information
- Resolution: Provide solution, workaround, or timeline for fix
- Closure: Confirm resolution and close ticket
12. Customer Responsibilities
To ensure effective support, customers should:
- Provide detailed issue descriptions
- Include system information and error messages
- Respond promptly to requests for additional information
- Test solutions in non-production environments first
- Maintain backups of data and configurations
13. Escalation Process
If you’re not satisfied with the support received:
- Request escalation in your support ticket
- Issue will be reviewed by senior support staff
- Management review if needed
- Final resolution within 5 business days of escalation
14. Service Credits
This is a best-effort support service. No service credits or refunds are provided for support-related issues. All refunds are handled by Atlassian as per their policies.
15. Limitations
- Support is provided on a best-effort basis
- We cannot guarantee resolution of all issues
- Support does not include any warranties beyond those in our EULA
- Response times are for initial response only, not resolution
16. Changes to this SLA
We may update this SLA at any time. Changes will be posted on our website and/or the Atlassian Marketplace. Continued use of our support services after changes constitutes acceptance of the modified SLA.
17. Contact Information
Support Email: [email protected]
General Inquiries: [email protected]
Address: Turniejowa 6, 53-014 Wrocław, Poland
Last updated: May 15, 2025