App-Forge
Service Level Agreement (SLA)
Last Updated: 29 June 2026
Service Commitment
App-Forge is committed to providing reliable and secure software applications and services for the Atlassian Marketplace.
Availability Target
We target 99.5% monthly service availability for our customer-facing services, excluding scheduled maintenance, force majeure events and third-party outages outside our reasonable control.
Support Hours
Standard support is provided during UK business hours:
- Monday to Friday
- 09:00 to 17:00 GMT/BST
- Excluding UK public holidays
Response Targets
| Priority | Description | Target Response |
|---|---|---|
| Critical | Service unavailable or major business impact | 4 Business Hours |
| High | Major functionality affected | 1 Business Day |
| Medium | Partial functionality issue | 2 Business Days |
| Low | General enquiry or enhancement request | 5 Business Days |
Maintenance
Scheduled maintenance may be performed periodically to improve security, performance and functionality. Where possible, advance notice will be provided.
Incident Management
App-Forge will make reasonable efforts to investigate, mitigate and resolve reported service issues in accordance with their severity and business impact.
Exclusions
This SLA does not apply to:
- Customer configuration issues.
- Third-party service outages.
- Internet connectivity issues.
- Force majeure events.
- Issues caused by unsupported modifications.
Contact
Support Email: support@app-forge.co.uk