Service Level Agreement

This page describes our Service Level Agreement (SLA) for users of KC Integration plugins for Atlassian products.

Response Times

The best effort will be made to ensure that bugs with paid Atlassian plugins will be responded within 24 hours.
If we are unable to respond within this time, and the matter is urgent, then please comment on the issue.

Compatibility Support

Every effort will be made to support older versions of the plugin, however, maintenance of plugins for any Confluence version that is End Of Life will not be supported.

As of 15 Feb 2024, KC Integrations, following Atlassian’s drop of support for all Server products, will also no longer support any plugins which are installed and running on an Atlassian Server product.

Refer to Atlassian’s End Of Life Policy for more information, Atlassian Support – End Of Life Policy

Business Hours

Monday to Sunday (except for Australian Public Holidays), 9 am – 9 pm AEST.
There may also be limited support during Australian Holiday periods.

Contact Options

The following contact options are available to Atlassian users. Please provide as much detail in the support ticket as possible, please see below for some tips on logging issues.

  1. Use the Issue tracker identified for the plugin on the Market Place listing
  2. Use the contact email provided for the plugin on the Market Place listing

Bug Fixes and Feature Improvements

Bug fixes that cause loss of functionality will be considered the highest priority and will every effort will be made to respond within the agreed SLA Response Times above.

Minor bugs and Feature Improvement requests do not need to meet this SLA.

All Bug Fixes and Improvements will be scheduled according to the following criteria:

  1. Priority (based on issue details and impact on the customer)
  2. With consideration of the plugin Roadmap feature list
  3. Licensed Installations (Paid and Evaluation) will have priority over others
  4. Availability of acceptable workarounds
  5. Modifications will be released when they have been completed and Quality Assurance on the changes has been carried out

Tips for Raising Problem Tickets

  1. Specify the Atlassian product version and plugin version
  2. Provide detailed steps to reproduce the problem
  3. Enable logging for the plugin (add class “net.kentcom” with level Info) in the Logging and Profile admin setup, and repeat the failure to capture information in the Confluence log.
  4. Attach the resulting log entries from the Confluence log file which capture logging at the time of the failure.