Contact & Legal Notice
Dominik Wagner
Parkstrasse 11, 3014 Bern, Switzerland
info@helvici.com
Support Service Level Agreement
SprintLineup for Jira · Helvici · Effective 1 January 2025 · Last updated: March 2026
Scope
This SLA applies to SprintLineup, a Jira Cloud app (Atlassian Forge) by Helvici, available on the Atlassian Marketplace. It describes the support conditions for all users of the app.
Response Times
All times refer to the initial response by support, measured from the time the request is received during support hours.
| Priority | Description | Initial Response |
|---|---|---|
| High | App completely unusable; no workaround available | Within 48 hours |
| Medium | Single feature impaired; workaround available | Within 5 business days |
| Low | Questions, feedback, feature requests | Within 7 days |
Resolution times are not guaranteed and depend on the complexity of the issue. Bug fixes and feature requests are addressed in future releases based on available capacity.
Support Hours
Support is provided during the following hours (timezone: CET/CEST – Europe/Zurich):
| Days | Hours |
|---|---|
| Monday – Friday | 6:00 PM – 9:00 PM |
Requests received outside these hours will be handled from the next available time window. Swiss public holidays are excluded.
Support Channels
- Email: info@helvici.com
Scope of Support
| Service | Free | Premium |
|---|---|---|
| Bug reports & fixes | Best effort | Yes, prioritised |
| Configuration & usage questions | Documentation | Direct response |
| Feature requests | Logged | Higher priority |
| Atlassian platform issues | Not covered | Not covered |
| Custom development | Not offered | Not offered |
Cloud only: SprintLineup runs exclusively on Jira Cloud (Atlassian Forge). Server and Data Center environments are not supported.
Exclusions
This SLA does not apply to:
- Outages of the Atlassian Cloud infrastructure or the Forge platform
- Issues caused by incorrect configuration by the user
- Requests without sufficient description or steps to reproduce
- Use outside the supported environment (Jira Cloud)
- Force majeure or widespread infrastructure failures
Changes
This SLA may be updated at any time. The current version is always available on this page. Material changes will be communicated on the Marketplace listing page.