Service Level Agreement (SLA) for Nesty
Nested Checklist & Workflow Application for Jira Cloud
Effective Date: December 2, 2025
Last Updated: December 2, 2025
1. Scope
This Service Level Agreement ("SLA") outlines the support services and commitments provided by Harmonize Pro ("we", "us", or "our") for the Nesty application ("App" or "Service"). This SLA applies to all customers who have installed and are using the App through the Atlassian Marketplace.
This SLA covers support for the App's core functionality and does not cover issues related to third-party services, integrations (unless directly supported by Nesty), or problems resulting from misuse, unauthorized modifications, or issues with the underlying Jira Cloud platform.
2. Support Availability
Business Hours
Support is available during the following hours:
- Days: Monday through Friday
- Hours: 5:00 PM – 11:00 PM UTC
- Exclusions: Public holidays and scheduled maintenance periods
Support requests submitted outside of business hours will be addressed during the next business day.
Support Channels
Support is provided through the following channels:
- Email:lewis@harmonizepro.com
- Support Portal:Support Page
- Atlassian Marketplace: Through the app listing support section
3. Response and Resolution Times
We categorize support requests into four priority levels, each with specific response and resolution targets. Response time is measured from when a support request is received during business hours. Resolution time is measured from the initial response.
| Priority | Definition | Initial Response Time | Resolution Time |
|---|---|---|---|
| P1 - Critical | Application is down, completely non-functional, or causing severe data loss/corruption. No workaround available. | ≤ 1 hour | ≤ 8 hours |
| P2 - High | Major feature is broken or significantly impaired. Significant impact on business operations. Workaround may be available but is not practical. | ≤ 4 hours | ≤ 24 hours |
| P3 - Medium | Minor issue or feature partially impaired. Some impact on operations. Workaround is available and acceptable. | ≤ 8 hours | ≤ 3 business days |
| P4 - Low | General inquiries, feature requests, documentation questions, or minor cosmetic issues. Minimal to no impact on operations. | ≤ 24 hours | Best effort |
Priority Assignment
Priority levels are assigned by our support team based on the severity and impact of the issue. We reserve the right to adjust priority levels if additional information reveals a different severity than initially reported. Customers may request a priority review if they believe an issue has been misclassified.
4. Service Availability
Uptime Commitment
Harmonize Pro commits to maintaining a service availability of 99.5% over a calendar year, excluding scheduled maintenance periods.
Service availability is calculated as: (Total minutes in period - Downtime minutes) / Total minutes in period × 100%
Scheduled Maintenance
Scheduled maintenance will be communicated in advance through:
- Email notifications to registered users
- Announcements on the Atlassian Marketplace listing
- Status page updates (if applicable)
Scheduled maintenance periods are excluded from availability calculations and typically occur during low-usage periods.
5. Exclusions
This SLA does not cover the following:
- Issues caused by third-party services, integrations, or applications not directly supported by Nesty
- Problems resulting from misuse, unauthorized modifications, or configuration errors
- Issues with the underlying Jira Cloud platform or Atlassian infrastructure
- Problems caused by network connectivity, firewall, or security software on the customer's side
- Issues related to customizations or modifications not provided by Harmonize Pro
- Scheduled maintenance periods (as defined in Section 4)
- Force majeure events, including but not limited to natural disasters, war, terrorism, or acts of government
- Issues arising from customer's failure to follow documented procedures or recommendations
6. Support Process
Submitting a Support Request
To receive support, please provide the following information:
- Description of the issue or question
- Steps to reproduce the issue (if applicable)
- Expected vs. actual behavior
- Error messages or screenshots (if applicable)
- Jira Cloud instance URL
- Browser and version (if applicable)
- Any relevant configuration details
Escalation Process
If you are not satisfied with the support provided or believe an issue requires escalation, please contact us through the same support channels and request escalation. We will review the request and provide an appropriate response within one business day.
7. Remedies
If we fail to meet the response or resolution times specified in this SLA, we will work diligently to resolve the issue as quickly as possible. While we strive to meet all SLA commitments, our primary goal is to provide effective support and resolve issues to your satisfaction.
This SLA is a statement of our service objectives and does not create any legal obligations beyond those set forth in the End User License Agreement (EULA) or other applicable agreements.
8. Changes to this SLA
Harmonize Pro may update this SLA from time to time to reflect changes in our support practices or service offerings. We will post the updated version at https://harmonizepro.com/nesty-sla and notify customers via email or through the Atlassian Marketplace.
Material changes to this SLA will be communicated at least 30 days in advance. Continued use of the App after changes constitutes acceptance of the updated SLA.
9. Contact Information
© 2025 Harmonize Pro. All rights reserved.
Last updated: December 10, 2025