TELCOMA Global / Atlassian apps / Support SLA

What we commit to, in hours rather than adjectives.

This is the service level for every app TELCOMA Global publishes on the Atlassian Marketplace, including License Audit for Jira. It applies to all customers, on trial or paid, at no extra cost.

Email support Support page

Response targets

First response means a person, not an auto-reply.

Times are measured in business hours from when your email arrives at support@telcomaglobal.com. Every request is answered by an engineer who works on the app.

SeverityWhat it meansFirst response

Critical

The app does not load, errors for every administrator, or reports figures that are demonstrably wrong on your site.

4 business hours

High

A feature is failing or a specific result looks incorrect, but the app is usable.

1 business day

Normal

Questions about how the app works, what it reads, permissions, billing, or interpreting a report.

1 business day

Low

Feature requests and suggestions. Requests that come with the reason behind them get built first.

3 business days

For a Critical issue we also send an update at least once every business day until it is resolved or a workaround is in place. If you believe a response has been missed, reply to the same thread with ESCALATE in the subject — it goes to the same engineers, flagged.

Hours and channel

One address. No ticket portal to learn.

Support is provided in English by email. We do not need your password, API tokens, or access to your site to help — if anyone claiming to represent us asks for those, it is not us.

Service level

support@telcomaglobal.com

Business hours: Monday to Friday, 09:00–18:00 IST (UTC+5:30)
Excluded days: Saturdays, Sundays and Indian public holidays
Language: English
Cost: Included for every customer, trial or paid

Availability

We do not run servers, so we do not claim an uptime we cannot control.

Where the app runs

Entirely on Atlassian Forge, inside Atlassian's infrastructure and your site's data residency region. There is no TELCOMA server in the path, and nothing to go down at our end.

When Atlassian is degraded

The app is affected in the same way your Jira site is. Current platform status is published at status.atlassian.com. Our response targets above still apply to your questions during an incident.

Updates and fixes

Security fixes are shipped ahead of everything else. Functional fixes follow the severity order above. Forge apps update in place — you have nothing to install.

Scope and limits

What this service level does not cover.

Stated plainly, so nothing here has to be discovered during an incident.

Atlassian's own platform

Outages, performance or defects in Jira Cloud, Forge or the Marketplace are Atlassian's responsibility, under your agreement with Atlassian.

Changes to your data

Our apps hold no write permission. We cannot deactivate users, edit issues or change settings on your behalf, in an incident or otherwise.

Documented limits

Behaviour that follows from what Jira Cloud exposes to apps is not a defect. The known limits are listed on the support page.

Remedies

This statement describes the service we commit to provide. It does not create service credits; billing, refunds and cancellation follow the Atlassian Marketplace terms and the 30-day free trial.

Documentation

How the app works, how dormancy is decided, and what it reads: License Audit documentation.

Privacy

What the app reads, stores and never does: privacy policy.

Changes to this statement

We update this page when the commitment changes, and never reduce it for a customer inside a paid term without telling them first.