Last updated: 5 August 2026
This Service Level Agreement ("SLA") describes the support and service-availability commitments for the HRMS Hero app for Atlassian Jira Cloud (the "App"), published by HEROSAPPS ("we", "us", "our", "Provider").
This SLA forms part of, and is subject to, the HRMS Hero Terms of Use. Capitalised terms not defined here have the meaning given in the Terms of Use.
1. Scope
We provide reasonable support for installation, configuration, product questions, defects, and service incidents related to the App. This SLA does not cover issues arising from Atlassian's own platform, third-party services, customer systems, internet connectivity outside our control, unauthorised use, or configuration choices made by the customer.
2. How to request support
Customers can submit support requests by email at support@herosapps.com. Please include:
- the App name and version where known;
- the affected Atlassian site;
- a description of the issue and steps to reproduce it;
- screenshots or error messages where available; and
- the impact on your users.
3. Support hours
Standard support hours are Monday through Friday, 08:00-16:00, Europe/Berlin time zone (CET/CEST, UTC+1/UTC+2). Requests received outside these hours will be handled during the next support period. Critical service outages may be handled outside standard support hours when reasonably possible.
4. Response-time targets
We aim to provide an initial response within the following timeframes.
| Priority | Description | Initial response target |
|---|---|---|
| Critical | The App is unavailable or a serious issue affects most customers or prevents core use | 2 hours |
| High | A major App function is unavailable and there is no reasonable workaround | 4 business hours |
| Normal | A non-critical function is impaired, but a workaround may be available | 1 business day |
| Low | General questions, minor issues, feature requests, or cosmetic defects | 2 business days |
Response time means the time until we acknowledge the request and begin assessment. It does not mean that the issue will be resolved within that timeframe.
5. Service availability
We aim to maintain 99.9% monthly availability for the App, excluding:
- scheduled maintenance;
- failures or interruptions caused by Atlassian services, third-party services, customer systems, or internet connectivity outside our control;
- events of force majeure; and
- issues resulting from unauthorised use or configuration of the App.
6. Scheduled maintenance
When practical, we will provide at least 48 hours' notice of planned maintenance that may materially affect service availability. Emergency maintenance may be performed without advance notice when necessary to protect the security, stability, or integrity of the service.
7. Incident communication
For Critical and High-priority incidents, we will provide updates through the relevant support request and, where appropriate, through our service-status communication channel.
8. Limitations
This SLA describes our support targets and does not create a guarantee of uninterrupted service or a guaranteed resolution time. No service credits or financial remedies apply unless separately agreed in writing.
9. Changes to this SLA
We may update this SLA from time to time. The latest version will be published on this page and will apply from its stated "Last updated" date.
10. Contact
HEROSAPPS
Blomberger Str. , Detmold 32756, Germany
Generalcontact@herosapps.com
Supportsupport@herosapps.com
Related: Terms of Use and Privacy Policy. This document is reviewed on any change to support targets or service availability commitments; otherwise annually.