Support & Service Level Agreement (SLA)

Perlumetrics Time & Budget – Atlassian Jira Cloud add-on

Last updated: September 2026

1. Purpose and scope

This document describes how support for the Perlumetrics Time & Budget add-on is provided, how quickly you can expect a response to your requests, and what is covered and what is not. It applies to support and maintenance of the add-on itself and does not cover the Atlassian Jira, Atlassian Forge or Atlassian Marketplace platforms.

2. How to contact support

Support requests are handled exclusively through our Service Desk portal: https://perlumetrics.atlassian.net/servicedesk

You can submit your request in English or German. Please include the name of your Jira site and, if possible, a description of the steps that led to the issue so that we can help you as quickly as possible.

3. Hours of operation

Support is provided on a best-effort basis and there are no fixed business hours or fixed days on which we are available. Requests are processed asynchronously as they arrive.

4. Response time

We aim to respond to support requests in most cases within 24 hours. This is a target, not a contractual guarantee. We will confirm receipt of your request and, if necessary, ask for more details.

5. Resolution time

We do not commit to any fixed resolution time. Resolution depends on the nature and complexity of the issue and may require time for analysis, reproduction or a fix deployment. We keep you informed about the progress of your request until it is resolved.

6. Prioritisation

Every request is triaged when it arrives. Issues that affect data integrity, the availability of the add-on or the security of customer data are prioritised over general usage questions. This prioritisation does not imply a specific response or resolution time.

7. What is covered and what is not

Covered

• Bug reports and defects in the add-on itself
• Usage questions and help with setting up and configuring the add-on
• Assistance with time bookings, budgets, approvals and (in the Pro edition) invoicing

Not covered

• Outages or issues with the Atlassian Jira, Atlassian Forge or Atlassian Marketplace platforms
• Issues with third-party tools or integrations not provided by Perlumetrics
• Feature requests (these are collected and considered for future versions, but are not part of support)
• Custom development, individual customisations or training services
• Change requests to your Jira configuration or data

8. Security issues

For security-related matters, please use the dedicated contact security-contact@perlumetrics.com instead of the Service Desk. See our Security Policy for details.

9. Escalation

If a request is not progressing to your satisfaction, respond to your existing ticket in the Service Desk portal and we will review it again and decide on further steps.

10. Changes to this document

We may update this document from time to time. The current version is always published on this page along with the "last updated" date.