Service level agreement
This agreement applies to all Relay Studio apps on the Atlassian Marketplace, on every paid and free license. Last updated: 24 October 2026.
Support
- Channel: email to support@relaystudio.org.
- Hours: Monday to Friday, 09:00 to 20:00 Central European Time, except Austrian public holidays.
- First response: first answer within one working day.
- Security reports: acknowledged within one working day.
- Language: English or German.
Severity and resolution targets
| Severity | Example | Target for a fix or workaround |
|---|---|---|
| Critical | The app does not load for any user, or data is lost | 2 business days |
| High | A main feature fails with no workaround | 5 business days |
| Medium | A feature fails but a workaround exists | 20 business days |
| Low | Cosmetic issues, questions, feature requests | Considered for a future release |
Security vulnerabilities are fixed within the timeframes of Atlassian’s Marketplace security bug fix policy. See the security policy.
Availability
All apps run entirely on Atlassian Forge (Runs on Atlassian), inside Atlassian’s infrastructure, with no servers of our own. Their availability therefore follows the availability of the Atlassian cloud product they are installed in; see status.atlassian.com. Releases are deployed without downtime for customers.
Exclusions
Targets do not apply to outages of Atlassian products or the Forge platform, to issues caused by configuration outside the app, or to requests outside support hours, which start counting on the next business day.