Terms and policies
Service level agreement
This Service Level Agreement (SLA) defines the support commitments provided by Numeric Oasis for all apps published on the Atlassian Marketplace. This SLA applies to all customers using our products, including free and paid tiers.
Support Channels
All support requests should be submitted through our official support portal:
Support Portal: https://numericoasis.atlassian.net/servicedesk/customer/portal/39
Email: contact@numericoasis.com
Business Hours
Support is provided during the following hours:
| Detail | Value |
|---|---|
| Working Days | Monday to Friday |
| Excludes | Weekends and public holidays (Brasil) |
| Timezone | BRT (UTC-3) |
Response Time Commitments
We are committed to acknowledging all support requests within the following timeframes, measured in business hours:
| Priority | Description | Initial Response Time |
|---|---|---|
| Critical | App is completely unavailable or causes data loss | Within 24 business hours |
| High | Major feature is broken with no workaround | Within 24 business hours |
| Medium | Feature is impaired but a workaround exists | Within 24 business hours |
| Low | General questions, feature requests, minor issues | Within 24 business hours |
Note: Response times refer to the initial acknowledgment of a request, not full resolution. Resolution times vary depending on the complexity of the issue.
What Is Included
Troubleshooting and diagnosis of issues related to our apps
Guidance on app configuration and usage
Bug reports and escalation to our development team
Feature request intake and feedback
What Is Not Included
Issues caused by third-party apps or custom integrations
General Atlassian platform administration or configuration
On-site or dedicated support engagements (available upon request)
Escalation
If you are not satisfied with the support you have received, you may escalate your request by replying to your existing support ticket or contacting us directly at contact@numericoasis.com with the subject line “Escalation”.
SLA Updates
This SLA may be updated from time to time. The latest version is always available at this page. Last updated: February 2025.