Service Level Agreement (SLA)

1. Overview

This Service Level Agreement establishes the performance standards and expectations between Tropicode LLC and the Client for Advanced Copy for Jira.

2. Service Description

  1. Advanced Copy for Jira

3. Response Time Commitments

  • Response Time: Maximum 48 hours from receipt of service request

4. Responsibilities

4.1 Service Provider Responsibilities

  • Respond to all service requests within the specified timeframes
  • Maintain qualified personnel to handle requests
  • Provide regular status updates on ongoing issues
  • Document all interactions and resolutions

4.2 Client Responsibilities

  • Provide clear and complete information when submitting requests
  • Respond promptly to requests for additional information
  • Designate authorized contacts for service requests
  • Provide reasonable access to systems when required

5. Exceptions

  • Force majeure events
  • Client-caused delays or system unavailability
  • Scheduled maintenance windows
  • Requests submitted outside business hours (clock starts next business day)