NexergenLabs Service Level Agreement (SLA) Statement

1. Availability:

  • NexergenLabs guarantees a minimum of 99.9% uptime for our Atlassian apps hosted on the Atlassian Marketplace.

2. Support Response Time:

  • NexergenLabs is committed to responding to support inquiries within 24 hours of receiving a customer request. Our support team operates Monday through Friday, during standard business hours.

3. Bug Fixes:

  • NexergenLabs will promptly address and resolve any critical bugs identified in our Atlassian apps. Critical bugs will be addressed within 72 hours of being reported.

4. Updates and Compatibility:

  • NexergenLabs will ensure that our Atlassian apps are compatible with the latest versions of Atlassian products. Updates to address compatibility issues will be released within 30 days of a new Atlassian product version release.

5. Security:

  • NexergenLabs takes the security of our Atlassian apps seriously. We will promptly address and fix any security vulnerabilities identified in our apps. Customers will be notified of security updates within 48 hours of issue resolution.

6. Communication:

  • NexergenLabs is committed to transparent communication. Regular updates on product releases, feature enhancements, and any potential service disruptions will be communicated through our official channels.

7. Data Privacy:

  • NexergenLabs respects and protects customer data privacy. We adhere to all relevant data protection regulations, and customer data is handled securely and confidentially.

8. Termination of Service:

  • In the event that NexergenLabs decides to discontinue a product, customers will be provided with a minimum of 90 days' notice. Refunds or alternative solutions will be offered to affected customers.