Service Level Agreement
Last updated: April 23, 2026
1. Hours of Operation
Support is available Monday through Friday, 09:00–18:00 UTC+4, excluding public holidays.
2. Support Channels
Support requests can be submitted via:
- Email: hello@monteteam.com
- Atlassian Marketplace support portal
3. Response Times
| Severity | Description | Initial Response |
|---|---|---|
| Critical | App is completely non-functional for all users | Within 24 hours |
| Major | Key feature is broken or producing incorrect results | Within 48 hours |
| Minor | Cosmetic issue, feature request, or general question | Within 5 business days |
Response times are measured during business hours only.
4. Service Availability
ReDo runs entirely on the Atlassian Forge platform. Service availability is dependent on the Atlassian Cloud infrastructure. We do not operate separate servers or infrastructure. Atlassian’s platform uptime can be monitored at status.atlassian.com.
5. Bug Fix Policy
We follow the Atlassian Marketplace Security Bug Fix Policy. Critical security vulnerabilities will be patched as a priority.
6. Contact
For support inquiries, contact us at hello@monteteam.com.