This Service Level Agreement describes the support services provided by Alpha Tec for the Alpha Checklist application, available for Jira and Jira Service Management.
1. Support Channel
Support requests can be sent by email: checklist@alphatecapp.com
When opening a support request, please provide:
- Company name
- Jira environment URL
- Detailed description of the issue
- Steps to reproduce the issue
- Screenshots or error messages, when available
2. Business Hours
Standard support is provided during:
Monday to Friday, 09:00 to 18:00 (Brasília Time, UTC-3)
Except weekends and Brazilian national holidays.
Requests received outside business hours will be reviewed on the next business day.
3. Severity Levels & Response Times
| Severity | Description | Target Response |
|---|---|---|
| Critical | App unavailable or an essential feature completely inaccessible to all users | Within 1 business day |
| High | An important feature fails, significantly impacting operations | Within 2 business days |
| Medium | A feature behaves incorrectly, but workarounds exist or the impact is limited | Within 3 business days |
| Low | Questions, suggestions or requests with no relevant operational impact | Within 5 business days |
4. Resolution Timeline
The timelines referenced in this SLA refer to the support team's initial response. The actual resolution time may vary depending on the complexity of the issue, external dependencies, Atlassian platform limitations and investigation needs. Alpha Tec will make reasonable efforts to resolve issues as quickly as possible.
5. Product Updates
Alpha Checklist is continuously improved through bug fixes, security updates, performance improvements and feature evolution. Updates may be released without prior notice when necessary to maintain product stability or security.
6. Feature Requests
Customers can submit improvement suggestions through the support channel. Requests will be evaluated considering customer demand, technical feasibility and product roadmap priorities. Submission does not guarantee implementation.
7. Service Availability
Alpha Checklist runs on the Atlassian Forge infrastructure. Service availability may be impacted by:
- Atlassian platform unavailability
- Scheduled maintenance
- Network issues
- Third-party service outages
Alpha Tec does not guarantee uninterrupted service availability, as the application depends on the Atlassian infrastructure.
8. Exclusions
This SLA does not cover:
- Customer configuration errors
- Jira permission issues unrelated to the application
- Unsupported third-party integrations
- Atlassian platform incidents beyond Alpha Tec's control
- Custom development requests
9. Contact
For support, contact: checklist@alphatecapp.com
Company: Alpha Tecnologia