Service Level Agreement (SLA) — Resurface
Last updated: [DATE — e.g. 23 June 2026]
This Service Level Agreement (“SLA”) describes the support that Outpost Labs (“Outpost Labs”, “we”, “us”) provides for Resurface — Retro Action Item Tracker & Accountability for Jira (the “App”), distributed through the Atlassian Marketplace. It supplements, and is governed by, our Terms of Service.
Website: https://outpostlabs.dev · Support: support@outpostlabs.dev
About this SLA. Resurface is built and maintained by a small, independent team. We aim to be responsive and transparent, and the targets below reflect a realistic, best-effort commitment rather than a guaranteed, penalty-backed enterprise SLA. Where you need contractual service guarantees, contact us before purchasing.
1. Scope
This SLA covers support for the installation, configuration, and use of the App on supported Atlassian Cloud sites. It does not cover custom development, third-party apps, or the availability of Atlassian’s own products and platform (see Section 6).
2. How to get support
Submit a request through either channel:
- Support portal: the support link listed on our Atlassian Marketplace listing.
- Email: support@outpostlabs.dev
To help us respond quickly, please include: your site/instance URL, the affected project or issue key, a description of the problem, steps to reproduce, and any screenshots. Never include passwords, API tokens, or other secrets in a support request.
3. Support hours
Support is provided asynchronously during standard working days:
- Monday–Friday, 09:00–17:00 (Europe/Bucharest, EET/EEST), excluding public holidays.
Requests received outside these hours are handled on the next working day.
4. Target response times
The times below are targets for our first meaningful response (acknowledgement and initial assessment), measured during the support hours in Section 3. They are not guaranteed resolution times.
| Priority | Description | Target first response |
|---|---|---|
| Critical | App unusable for all users, data-integrity issue, or a security vulnerability. | Within 24 hours |
| High | A core feature is broken with no reasonable workaround. | Within 24 hours |
| Normal | Partial or intermittent issue with a workaround; general questions. | 1–2 working days |
| Low | Cosmetic issues, documentation, or feature requests. | Best effort |
Resolution is handled on a best-effort basis according to priority. Many issues are resolved on first contact; others (especially those depending on an Atlassian platform fix or a new App release) may take longer, and we will keep you informed of progress.
5. Security issues
Report suspected security vulnerabilities to support@outpostlabs.dev. We target a first response within 24 hours and remediate in line with Atlassian’s Marketplace security bug-fix policy, prioritising critical issues. Please practice responsible disclosure and do not publicly disclose a vulnerability before we have had a reasonable opportunity to address it.
6. Availability
The App runs entirely on the Atlassian Forge platform, so its availability depends on Atlassian’s infrastructure. We do not operate separate servers and therefore do not offer a separate uptime guarantee. Platform status and incidents are tracked by Atlassian at status.atlassian.com. We will not be responsible for unavailability caused by the Atlassian platform, scheduled Atlassian maintenance, or factors outside our reasonable control.
7. Maintenance and updates
We release fixes and improvements as needed. Routine updates are deployed through the Forge platform and generally require no action from you. We aim to keep the App compatible with current Atlassian platform changes and to address reported defects in a timely, prioritised manner.
8. Exclusions
This SLA does not apply to issues arising from: use outside the App’s documented functionality; customer or third-party misconfiguration; modifications not made by us; the unlicensed state of a paid installation; or outages, limitations, or changes in Atlassian products, the Forge platform, or other third-party services.
9. Continuity (small-team operation)
Because the App is maintained by a small team, there may be brief periods (for example, public holidays or planned leave) where responses are slower than the targets above. For any extended period of reduced availability, we will post a notice on our support channel and/or the Marketplace listing. Critical and security issues remain our priority at all times.
10. Customer responsibilities
To receive support under this SLA, you agree to: keep the App installed and licensed; provide the information described in Section 2; cooperate with reasonable troubleshooting requests; and maintain a supported Atlassian Cloud environment.
11. Changes to this SLA
We may update this SLA from time to time. Material changes will be reflected by updating the “Last updated” date above and, where appropriate, through the Marketplace listing. Continued use of the App after an update constitutes acceptance of the revised SLA.
12. Contact
Outpost Labs — support@outpostlabs.dev — https://outpostlabs.dev
This document describes the support commitments for the Resurface App and is provided for transparency. It is not legal advice and does not create obligations beyond those stated. For contractual or penalty-backed service-level guarantees, contact us before purchasing.