Service Level Agreement
1. What this covers
This agreement describes the availability and support levels TrueGantt commits to for paid subscriptions. It does not replace Atlassian's own terms for Jira Cloud.
2. Availability
TrueGantt runs entirely on Atlassian Forge. Its compute, storage and network are operated by Atlassian, not by us, and the app is unavailable only when the underlying Atlassian platform is unavailable.
Atlassian's Forge Service Level Agreement provides a 99.90% monthly uptime commitment for compute, key-value storage and SQL on apps that exceed the free usage tier, with service credits available if it is missed. TrueGantt passes that commitment through to you in full.
We do not claim a separate uptime number we cannot control. If Forge is up, TrueGantt is up; if Forge misses its SLA, you are entitled to the credits Atlassian provides.
3. Support response targets
| Severity | Definition | First response | Updates |
|---|---|---|---|
| S1 — Critical | App is unusable for all users of a site, or data is being written incorrectly. | 4 business hours | Daily until resolved |
| S2 — Major | A core workflow (drag, resize, baseline) fails for many users; no workaround. | 1 business day | Every 2 business days |
| S3 — Minor | Feature behaves incorrectly but a workaround exists. | 2 business days | Weekly |
| S4 — Question | How-to, configuration, or feature request. | 2 business days | As needed |
Business hours are Monday to Friday, 09:00–18:00 India Standard Time (UTC+5:30), excluding public holidays. Support is provided by email at hello@truegantt.com.
4. What is not covered
- Unavailability or defects caused by Atlassian products, Forge, or a Jira outage.
- Issues caused by custom fields, workflows or third-party apps we do not control.
- Use outside the documented behaviour, including unsupported browsers.
- Free subscriptions, which receive community support on a best-effort basis without response targets.
- Scheduled maintenance announced at least 48 hours in advance.
5. Data durability
Baselines and app settings are stored in Forge-hosted storage. Issue dates are stored in Jira itself and are governed by Atlassian's durability commitments. If app-stored data is lost through our error, we will restore it from backup or re-capture it with you at no cost.
6. Credits
If we miss an S1 first-response target in a calendar month, you may request a credit of 10% of that month's fee. Credits are applied to a future invoice and are the sole remedy under this agreement. Request them within 30 days of the incident.
7. Changes
We may update this SLA with 30 days' notice by email to the billing contact. Changes do not apply retroactively and never reduce the commitments in force when you paid.
8. Contact
hello@truegantt.com — or see Support.