Service Level Agreement

Version 1.0 · Effective October 31, 2026

This Service Level Agreement (SLA) describes the support and service levels that Arch Badger 500, LLC ("we", "us") provides for Agent Ledger for Jira (the "App"), a Jira Cloud app sold through the Atlassian Marketplace.

1. Scope

This SLA covers customers with an active paid or evaluation (trial) license for the App on Jira Cloud.

It does not cover:

• Jira Cloud, Forge, or any other Atlassian product or service. Atlassian supports its own products.
• Third-party services you connect to the App, such as GitHub repositories and webhooks you configure.
• Custom development, training, or consulting.

2. How to get support

Support is provided in English. To help us respond quickly, please include:

• Your Jira site URL (for example, yourcompany.atlassian.net)
• The App version, shown in Jira under Apps → Manage your apps
• What you expected, what happened instead, and the steps to reproduce it
• Screenshots or error messages, and roughly when the problem started
• The severity you believe applies (see section 4)

Please do not send passwords, API tokens, or other secrets. We will never ask for them.

3. Support hours

Monday to Friday, 9:00 AM to 5:00 PM US Central Time (America/Chicago, CST/CDT), excluding US federal holidays ("business hours").

Requests received outside business hours are logged on receipt, and the response clock starts at the beginning of the next business-hours period, except for Critical requests as described in section 4.

4. Severity levels and response targets

The response target is the time from when we receive your request to our first response from a person (not an automated acknowledgment). We confirm or adjust the severity in that first response.

For Critical requests, the 24-hour clock runs Monday through Friday, including US federal holidays. A Critical request received on a Saturday or Sunday is answered within 24 hours of 9:00 AM Central on the following Monday.

A request that Atlassian identifies to us as critical is answered within 24 hours.

These are response targets, not resolution times. We work on Critical and High issues continuously during business hours until they are resolved or a workaround is in place, and we keep you updated at least once each business day while a Critical issue is open. Resolution time depends on the problem, and some fixes depend on Atlassian (see section 5).

5. Availability

The App is built on Atlassian Forge and is eligible for the Runs on Atlassian program. It runs entirely on Atlassian's cloud infrastructure, has no servers operated by us, and stores its data in Forge storage within your Atlassian data residency region. The App stores work-item metadata (such as keys, statuses, timestamps, labels, and linked pull-request status) and its settings. It does not store work-item descriptions, comments, attachments, or source code.

As a result:

• The App's availability depends on Atlassian's platform. We do not offer a separate uptime percentage. When Jira Cloud or Forge is unavailable or degraded, the App is affected too.
• Atlassian outages are outside our control. Atlassian publishes platform status at status.atlassian.com and Forge status at developer.status.atlassian.com. During an Atlassian incident we will tell affected customers who contact us what we know and restore the App's normal operation once the platform recovers. Changes the App missed during an outage are picked up by its nightly sync, which re-checks recently updated work items.
• Backups and recovery of Forge storage are managed by Atlassian. We do not operate a separate copy of your data.

6. Updates, maintenance, and changes

• Forge app updates are deployed by Atlassian without planned downtime, so we do not schedule maintenance windows.
• Updates that need new permissions must be approved by a Jira site administrator before they take effect, as Atlassian requires.
• Release notes are published in the version history on the App's Atlassian Marketplace listing.
• We give at least 30 days' notice before removing a feature or making a change that requires customer action, through the Marketplace listing and, where practical, a notice inside the App. Urgent security fixes may be released without notice.

7. Escalation

If you have not received a response within the target in section 4, or you are not satisfied with progress:

1. Reply to your existing support thread with ESCALATION in the subject line. Escalations are reviewed by the owner of Arch Badger 500, LLC.
2. You can also raise the issue with Atlassian Support, which can escalate it to us directly.

8. Security and data incidents

• Report a suspected vulnerability to support@archbadger500.com with "Security" in the subject line. It is handled as Critical.
• We fix confirmed vulnerabilities within the timeframes in Atlassian's Security Bug Fix Policy for Marketplace apps. For cloud apps these are currently 10 days for Critical, 4 weeks for High, 12 weeks for Medium, and 25 weeks for Low severity.
• If we confirm a security incident that affects your data, we will notify Atlassian and the affected customers without undue delay, and no later than 72 hours after confirming it. The notice will describe what happened, the data involved, and the steps we are taking.

9. Service credits and refunds

This SLA does not provide service credits, refunds, or any other financial remedy for missed targets. Licensing, billing, and refunds for the App are handled by Atlassian under the Atlassian Marketplace Terms of Use.

10. Changes to this SLA

We may update this SLA. The current version is always published at this page, with its version number and effective date. If a change reduces our commitments, we will give at least 30 days' notice through the App's Marketplace listing before it takes effect.

11. Contact

Arch Badger 500, LLC · support@archbadger500.com · archbadger500.com