Service Level Agreement
Effective date: April 21, 2026. Published by Baytek.
Response time targets
| Severity | Description | Target response |
|---|---|---|
| Critical | App completely inaccessible, no workaround | 4 business hours |
| High | Core feature unavailable or producing incorrect data | 1 business day |
| Normal | Non-critical feature degraded or behaving unexpectedly | 2 business days |
| Low | Questions, feedback, documentation requests | 3 business days |
Response times apply during business hours: Monday–Friday, 9 AM–5 PM Pacific Time.
Covered products
This Service Level Agreement applies to the following paid Atlassian Marketplace apps published by Baytek: Baytek Sprint Analytics Cloud and Copilot AI Metrics for Jira Cloud.
Support channel
The primary support channel is email. Submit support requests to support@baytekdev.com or use the support request form at ado-analytics.baytekdev.com/support/request/. Requests sent through the Atlassian Marketplace support link are routed to the same team.
Hours of operation
Support is available Monday through Friday, 9:00 AM to 5:00 PM Pacific Time (PT), excluding US federal public holidays.
Target response time
Baytek targets an initial response to all support requests within one (1) business day of receipt during hours of operation. Business days are Monday through Friday, 9:00 AM to 5:00 PM PT. Requests received outside of business hours will receive an initial response on the next business day.
Severity definitions
Critical: The app is completely inaccessible in a production Jira Cloud instance and no workaround exists. Target response: within 4 business hours. High: A core feature is unavailable or producing incorrect data. Target response: within 1 business day. Normal: A non-critical feature is degraded or behaving unexpectedly. Target response: within 2 business days. Low: Questions, feedback, and documentation requests. Target response: within 3 business days.
Exclusions
This SLA does not cover issues caused by Atlassian Forge platform outages, GitHub API outages or rate limits, customer network or configuration issues outside the app, or issues arising from use of unsupported Jira Cloud configurations. Baytek is not responsible for Atlassian Marketplace billing or licensing — those are handled directly by Atlassian.
Uptime and availability
Agile Analytics and Copilot AI Metrics run on Atlassian Forge infrastructure. Availability is subject to the Atlassian Forge service terms and the Atlassian Cloud SLA. Baytek does not operate independent hosting for these apps and does not publish a separate uptime SLA beyond what Atlassian provides.
Modifications
Baytek reserves the right to update this SLA at any time. Changes will be reflected on this page with an updated effective date. Continued use of the apps following any changes constitutes acceptance of the updated SLA.
Contact support
To submit a support request or ask a question about your subscription, use one of the channels below.