Service Availability99.9% Availability SLA
Monthly uptime target across all Atlassian Cloud production regions.
Standard Support HoursMon - Fri, 09:00 - 17:00 CET (Business Days)
Global coverage for standard tickets. 24/7 on-call for Severity 1 outages.
Support Channels & Dispatch
Support Emailsupport@getcodeless.tech
Marketplace PortalAtlassian Marketplace Desk
Incident Statusstatus.getcodeless.tech
Incident Severity Matrix & Response Targets
L1Critical / Outage
< 4 Business HoursComplete service outage or complete failure of Jira/Confluence integration blocking all users.
Target Resolution: < 1 Business Day
Escalation: Priority dispatch to Senior Cloud Engineer
L2Major / Degraded
< 8 Business HoursCore functionality impaired (e.g., node sync delays or Confluence macro rendering failures) with no immediate workaround.
Target Resolution: < 2 Business Days
Escalation: Assigned to Senior Frontend / Forge Engineer
L3Minor / Impairment
< 24 Business HoursNon-critical feature issue, minor canvas glitch, or edge-case shortcut failure with acceptable workaround.
Target Resolution: < 5 Business Days
Escalation: Standard backlog triage and sprint inclusion
L4Inquiry / Feature Request
< 48 Business HoursGeneral support inquiry, configuration guidance, documentation clarification, or feature enhancement proposal.
Target Resolution: Next release cycle
Escalation: Product Management review
Our Commitments
- Guaranteed 99.9% uptime for Atlassian Forge application endpoints.
- End-to-end telemetry and error alerting via automated cloud monitors.
- Transparent incident post-mortems published within 72 hours of any L1 event.
- Zero external server dependency: uptime directly aligns with Atlassian Cloud platform availability.