Our support commitment
We provide support Monday through Friday and send an initial response in less than 24 hours. Critical and high-impact issues receive faster handling.
Contact supportScope
This SLA applies to customer support for active Atlassian Marketplace apps published by Buno Labs. It covers technical issues, app configuration questions, billing or licensing questions that we can address, and customer escalations sent to us by Atlassian.
This SLA defines initial response targets. It does not guarantee an app uptime percentage, a specific resolution time, or delivery of requested product changes.
Support coverage
- Support days
- Monday-Friday
- Time zone
- Europe/Vilnius
- Support channel
- max@bunolabs.com
- Holidays
- Lithuanian public holidays excluded
EET (UTC+2) or EEST (UTC+3)
Time on Saturdays, Sundays, and Lithuanian public holidays is excluded when measuring the response targets below. Requests received on an excluded day enter the response queue on the next support day.
Initial response targets
An initial response confirms that we have received the request, assigns or confirms its priority, and explains the next step. It may not include a final resolution.
Critical
Less than 8 hours
The app is unavailable, causes widespread data loss, or blocks a critical business process with no workaround.
High
Less than 12 hours
A major feature is unavailable or severely degraded for multiple users, and no reasonable workaround exists.
Normal
Less than 24 hours
A feature is impaired, but the app remains usable or a reasonable workaround is available.
Low
Less than 24 hours
A general question, documentation request, feature request, or minor issue with limited impact.
We may adjust the priority after reviewing the issue and will explain the reason for any change. Customer escalations received from Atlassian have an initial response target of less than 24 hours on the same support-day basis.
Resolution and updates
We investigate each accepted issue and work toward a fix or reasonable workaround based on its impact, complexity, and dependencies. Resolution times can vary, so they are not guaranteed by this SLA.
For an active critical incident, we provide material updates when the status changes or when we have a meaningful finding, workaround, or recovery estimate. We will also tell affected customers when the incident is resolved.
What we need from you
To help us investigate quickly, include the app name, Atlassian site URL, a clear description of the issue and its business impact, steps to reproduce it, relevant screenshots or error messages, and a safe way to contact you. Do not send passwords, API tokens, or other secrets by email.
Please respond to reasonable requests for diagnostic information and provide any access needed for troubleshooting through an agreed secure method. Delays caused by missing information or unavailable access may delay investigation and resolution.
Exclusions
The response commitments do not apply to outages or limitations in Atlassian products, customer-managed systems, internet providers, or other third-party services outside our control. They also do not apply to unsupported app versions, misuse, unauthorized changes, beta or preview features, feature requests, scheduled maintenance announced in advance, or force majeure events.
We will still make reasonable efforts to help identify third-party issues and direct you to the appropriate provider or documentation.
Changes to this SLA
We may update this SLA as our apps and support operations change. The current version and its effective date will always be published on this page. A change will not reduce support commitments for an already-open request.
Contact Buno Labs support
Send support requests to max@bunolabs.com. For the fastest triage, include the app name and priority in the subject line.
This policy is designed to align with the current Atlassian Marketplace Partner Program support requirements. Atlassian may change its program requirements independently.