Service Level Agreement
Last updated: March 3, 2026
Overview
This Service Level Agreement ("SLA") describes the support commitment for be4 applications available on the Atlassian Marketplace ("the Services").
| Entity | Maciej Jezierski |
| Address | ul. Krotka 1a / 18, 55-010 Radwanice, Poland |
| VAT ID | PL8961441465 |
Support Channels
Support is available through the following channels:
- Email — contact@be4.software
- Support form — accessible from be4.software
Support Hours
Support requests are handled during business hours: Monday through Friday, 9:00–17:00 CET/CEST (Central European Time), excluding Polish public holidays.
Response Times
We aim to respond to all support requests within the following timeframes:
| Severity | Description | Initial Response |
|---|---|---|
| Critical | App is completely unavailable or data loss is occurring | 1 business day |
| High | Major feature is broken with no workaround | 2 business days |
| Medium | Feature is impaired but a workaround exists | 3 business days |
| Low | General questions, feature requests, minor issues | 5 business days |
Response times are measured during business hours only. Requests submitted outside business hours will be counted from the next business day.
Service Availability
Our applications run on Atlassian Forge infrastructure. Service availability depends on Atlassian's platform uptime. We commit to promptly investigating and resolving any issues within our control when reported.
Maintenance & Updates
- Updates and bug fixes are deployed regularly without scheduled downtime.
- If planned maintenance is required, we will provide at least 48 hours advance notice via email to affected customers when possible.
- Security patches are applied as soon as possible after discovery.
Issue Resolution
After initial response, we will:
- Acknowledge the issue and confirm its severity level.
- Provide regular updates on investigation progress.
- Deliver a fix, workaround, or explanation within a reasonable timeframe based on severity and complexity.
Exclusions
This SLA does not cover:
- Issues caused by the Atlassian platform being unavailable.
- Problems resulting from misuse, unauthorized modifications, or unsupported configurations.
- Third-party API outages (e.g., AI provider downtime for BYOK configurations).
- Force majeure events.
Contact
For support requests or questions about this SLA, contact us at contact@be4.software.