Service Level Agreement

Product Covered

Data Quality Score — 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 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

Metric

Commitment

Measurement

Monthly Uptime Target

99.0%

Calculated per calendar month

Max Allowable Downtime

~7.2 hours/month

Unplanned outages only

Maintenance Window

Sundays 12:00 AM – 4:00 AM ET

Advance notice posted at status page

Advance Notice

48 hours minimum

Via Marketplace listing and email

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

Note

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

P1 — Critical

App completely unavailable

Within 24 hours

Best effort within 72 hours

P2 — High

Core feature broken, workaround exists

Within 48 hours

Best effort within 5 business days

P3 — Medium

Non-critical issue or question

Within 3 business days

Best effort within 10 business days

P4 — Low

Feature request or general feedback

Within 5 business days

Added to product roadmap

⚠️

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

Critical CVSS 9.0+

Fix within 14 days

Fix within 14 days — will delist if unable to meet

High CVSS 7.0–8.9

Fix within 30 days

Fix within 30 days or provide documented workaround

Medium CVSS 4.0–6.9

Fix within 90 days

Fix within 90 days during regular release cycle

Low CVSS < 4.0

Fix within 180 days

Addressed in next scheduled maintenance release

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

98.0% – 98.9%

5% credit of that month's subscription fee

95.0% – 97.9%

10% 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 info@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.AI Commitment

Data Collected

Only data submitted via the Data Quality Score API for scoring purposes

Data Retention

API request data is not stored beyond the active session unless explicitly configured

Data Sharing

No customer data is sold, shared, or used to train AI models

Data Location

Processed within Atlassian Forge infrastructure — see Atlassian's data residency policy

Privacy Policy

Full policy available at syswisdom.ai/privacy

Responsible AI

All AI-generated outputs are advisory only. SysWisdom does not make automated decisions with legal or financial impact on behalf of customers.

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 1.0

March 2026

Initial release with manual signature block

Version 1.1

March 2026

Updated to clickwrap digital acceptance — current version

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

1

Customer finds the app on Marketplace

Customer visits the Data Quality Score listing page on marketplace.atlassian.com

2

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.

3

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.

4

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.

5

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