Service Level Agreement

Data Quality Score for Jira - Atlassian Marketplace App

Version 1.1 Effective: March 2026 Attachment to Bonterms

Parties & Scope
Uptime Commitment
Support Commitments
Security & Vulnerability Response
Remedies for SLA Breach
Data Handling & Privacy
SLA Updates & Versioning
Digital Acceptance

Document Purpose

This SLA is an Attachment to the SysWisdom.AI End User Agreement (Bonterms Standard v1.0). It defines uptime commitments, support response times, security response windows, and exclusions giving customers clear expectations and giving SysWisdom.AI a formal, Atlassian-compliant operational commitment.

1. Parties & Scope

Provider: SysWisdom.AI LLC Canton, Georgia, USA

Contact: info@syswisdom.ai

Product(s) Covered:

Data Quality Score for Jira - Atlassian Marketplace App

Deployment:

Cloud (Atlassian Forge)

Version:

Version 1.1 - March 2026

Applies To:

All customers who install the Data Quality Score app via Atlassian Marketplace

Governed By:

Bonterms Standard End User Agreement - SysWisdom.AI End User Terms

This SLA applies to the Data Quality Score for Jira app hosted on Atlassian Forge. It does not cover third-party services, customer-managed infrastructure, or the Atlassian platform itself.

2. Uptime Commitment

99% Monthly uptime target max ~7.2 hours unplanned downtime per month

metrics	commitment	measure
Incident Updates	Posted within 2 hours	Updates every 4 hours until resolved

2.1 Uptime Exclusions

The following do not count against the 99% commitment:

Atlassian platform outages or Forge infrastructure incidents
Scheduled maintenance windows communicated 48 hours in advance
Customer-caused outages (misconfiguration, unauthorized API usage)
Force majeure events — natural disasters, government actions, internet outages
Third-party service failures outside SysWisdom's control

ℹ️ SysWisdom.AI runs on Atlassian Forge. Atlassian's own platform availability directly impacts app availability. Monitor Atlassian platform status at status.atlassian.com.

3. Support Commitments

SysWisdom.AI is an independent developer. Support is provided by the founding team and delivered with genuine care. Response times are best-effort commitments — not guaranteed contractual resolutions

3.1 Support Channel

Primary Email:

info@syswisdom.ai

Marketplace:

Via the "Get Support" button on the Atlassian Marketplace listing

Hours:

Monday – Friday, 9:00 AM – 6:00 PM Eastern Time (ET)

Holidays:

US Federal Holidays — response resumes next business day

Language:

English

3.2 Support Response Tiers

Severity	Type	Initial Response	Resolution Target
P4 - Low	Feature request or general feedback	Within 5 business days	Added to product roadmap
P3 - Medium	Non-critical issue or question	Within 3 business days	Best effort within 10 business days
P2 - High	Core feature broken, workaround exists	Within 48 hours	Best effort within 5 business days
P1 - Critical	App completely unavailable	Within 24 hours	Best effort within 72 hours

⚠️Honest Commitment - SysWisdom.AI is a small, independent developer. We commit to these response times in good faith. We do not guarantee resolution within these windows but we commit to communicating progress, being transparent about timelines, and treating every support request with priority.

3.3 What Is Included

Bug reports and defect investigation
Installation and configuration questions
API usage questions for the Data Quality Score API
Compatibility questions for supported Atlassian products
Security vulnerability reports

3.4 What Is Not Included

Custom development or feature requests (logged for the roadmap)
Issues caused by unsupported Atlassian versions
General Jira or Atlassian platform support — contact Atlassian Support directly
Third-party integrations not developed by SysWisdom.AI

4 Security & Vulnerability Response

SysWisdom.AI builds every product with responsible AI principles and data guardrails. The following commitments align with Atlassian Marketplace security SLA requirements.

4.1 Vulnerability Response Windows

Severity	Atlassian Requirement	SysWisdom Commitment
Low CVSS < 4.0	Fix within 180 days	Addressed in next scheduled maintenance release
Medium CVSS 4.0–6.9	Fix within 90 days	Fix within 90 days during regular release cycle
High CVSS 7.0–8.9	Fix within 30 days	Fix within 30 days or provide documented workaround
Critical CVSS 9.0+	Fix within 14 days	Fix within 14 days will delist if unable to meet

4.2 Reporting a Vulnerability

Email: info@syswisdom.ai
Include: Description, steps to reproduce, and potential impact
SysWisdom.AI will acknowledge receipt within 48 hours
We will not pursue legal action against researchers acting in good faith

🔐Security Note - SysWisdom.AI participates in responsible disclosure. If a critical vulnerability requires delisting the app to protect customers, we will coordinate with Atlassian and notify affected customers promptly prioritizing customer safety over app availability.

5 Remedies for SLA Breach

If SysWisdom.AI fails to meet the uptime commitment in any calendar month, the customer may request a service credit:

Monthly Uptime Achieved	Service Credit
95.0% – 97.9%	10% credit of that month's subscription fee
98.0% – 98.9%	5% credit of that month's subscription fee
Below 95.0%	25% credit of that month's subscription fee

5.1 How to Request a Credit

Submit a request to support@syswisdom.ai within 30 days of the incident
Include the dates and times of the downtime experienced
SysWisdom.AI will verify against system logs and respond within 10 business days
Credits are applied to the next billing cycle

⚠️Limitation - Service credits are the sole and exclusive remedy for SLA uptime failures. Credits cannot exceed 25% of one month's subscription fee and are not redeemable for cash.

6 Data Handling & Privacy

Topic	SysWisdom Commitment
Responsible AI	All AI-generated outputs are advisory only. SysWisdom does not make automated decisions with legal or financial impact on behalf of customers.
Privacy Policy	Full policy available at https://syswisdom.ai/privacy
Data Location	Processed within Atlassian Forge infrastructure see Atlassian's data residency policy
Data Sharing	No customer data is sold, shared, or used to train AI models
Data Retention	API request data is not stored beyond the active session unless explicitly configured
Data Collected	Only data submitted via the Data Quality Score API for scoring purposes

7 SLA Updates & Versioning

SysWisdom.AI may update this SLA as the product grows. When changes are made:

Customers will be notified of material changes at least 30 days before they take effect
Notification via the Atlassian Marketplace listing and email to registered contacts
The current version is always available at syswisdom.ai/sla
Customers who do not accept revised terms may cancel before the effective date
Minor updates that improve customer commitments may be made without advance notice

Version	Date	Notes
Version 1.1	March 2026	Updated to clickwrap digital acceptance current version
Version 1.0	March 2026	Initial release with manual signature block

8 Digital Acceptance

This SLA is accepted digitally through the Atlassian Marketplace installation flow. No manual or wet ink signature is required. This is standard practice for all Atlassian Marketplace apps and is legally enforceable under the E-SIGN Act (15 U.S.C. § 7001) and applicable state law.

How Acceptance Works:

Customer finds the app on Marketplace
- Customer visits the Data Quality Score listing page on marketplace.atlassian.com
Atlassian presents End User Terms
- Before install completes, Atlassian displays the Bonterms Standard End User Agreement including this SLA Attachment. The customer can read the full terms before proceeding.
Customer clicks "Accept & Install"
- This click constitutes legally binding acceptance of all terms, including this SLA. This is known as "clickwrap acceptance" and is enforceable under US federal and state law.
Atlassian logs acceptance automatically
- Atlassian records the customer's name, organization, Atlassian account ID, timestamp, and version of terms accepted.
- SysWisdom.AI can access this record via the Marketplace Partner Portal.
SLA is active and enforceable
- All SLA commitments take effect from the installation date. This document is always available at syswisdom.ai/sla.

✅ Legal Basis - Clickwrap acceptance is legally enforceable under the US Electronic Signatures in Global and National Commerce Act (E-SIGN Act, 15 U.S.C. § 7001) and the Uniform Electronic Transactions Act (UETA). Courts have consistently upheld clickwrap agreements as binding contracts when terms are clearly presented and the customer takes an affirmative action to accept them.

💼 Enterprise Customers - For enterprise customers who require a negotiated, countersigned SLA outside of the Atlassian Marketplace flow, SysWisdom.AI can provide a separate Enterprise SLA for execution via DocuSign. Contact sales@syswisdom.ai to request an enterprise agreement.

SysWisdom.AI | Service Level Agreement v1.1 | March 2026 | Privacy Policy | info@syswisdom.ai