Cat the Compliant
Service Level Agreement (SLA)
Teams, Work. Ltd
Effective Date: 6 Feb 2025
This Service Level Agreement (“SLA”) outlines the terms and conditions governing the use of the Cat the Compliantplugin provided by Teams, Work. Ltd (“Service Provider”) to customers (“Customers”) for installation on their self-hosted Jira instances.
1. Service Description #
Cat the Compliant enhances Jira’s capabilities by providing tools for compliance tracking, audit management, and reporting within your self-managed environment.
2. Service Availability #
2.1 Plugin Availability #
The Service Provider strives to ensure Cat the Compliant is available for installation and use at all times. Complete uninterrupted operation cannot be guaranteed, as external factors (e.g., hosting environment or infrastructure issues) can impact service uptime.
2.2 Downtime #
The Service Provider aims to minimize downtime. Downtime does not include disruptions caused by:
- Customer misuse or misconfiguration
- Events beyond the Service Provider’s reasonable control, such as force majeure
3. Support Tiers #
The Service Provider offers Standard Support by default and Premier Support for large-scale Jira instances or special arrangements. Both tiers receive support via email and Jira support tickets during 9 business hours per day, Monday–Friday.
3.1 Standard Support #
Eligibility: Up to 5,000 licensed Jira seats.
| Severity | Response Time | Description |
|---|---|---|
| L1 | 1 business day | Critical issues (full outage or major breakdown) |
| L2 | 2 business days | Major functionality impaired, partial workaround |
| L3 | 3 business days | Minor functionality issues, workaround available |
| L4 | 5 business days | General questions, feature requests, and low-priority tasks |
3.2 Premier Support #
Eligibility: 6,000+ licensed Jira seats, or Customers with a separate Premier Support agreement/promotion.
| Severity | Response Time | Description |
|---|---|---|
| L1 | 6 business hours | Critical issues (full outage or major breakdown) |
| L2 | 12 business hours | Major functionality impaired, partial workaround |
| L3 | 2 business days | Minor functionality issues, workaround available |
| L4 | 3 business days | General questions, feature requests, and low-priority tasks |
Note: Premier Support may be issued as a standalone agreement or granted through promotional discounts. If you have questions about your eligibility, reach out to our team at [email protected].
4. Updates and Compatibility #
- Regular Updates: We regularly release new versions of Cat the Compliant to maintain compatibility with supported Jira versions.
- Notification: Customers receive notices of required or recommended updates via the Atlassian Marketplace and email.
- Customer Responsibility: Installing updates in a timely manner is essential to ensure ongoing functionality, performance, and security.
5. Data Security #
- Local Hosting: All data generated or processed by Cat the Compliant is stored in the Customer’s self-managed Jira instance.
- Security Practices: The Service Provider follows industry-standard measures to protect data integrity and privacy within the plugin’s scope of operations.
6. Liability #
The Service Provider is not liable for damages, losses, or disruptions caused by factors beyond its reasonable control, nor for issues stemming from Customer misconfiguration or misuse of the plugin.
7. Termination #
- Customer-Initiated: Customers can discontinue use of Cat the Compliant at any time.
- Service Provider-Initiated: The Service Provider may terminate a Customer’s access if they materially breach this SLA, including any licensing terms or misuse of the plugin.
8. Miscellaneous #
8.1 Amendments #
This SLA may be amended by the Service Provider. Customers will be informed of any significant changes in advance.
8.2 Governing Law #
This SLA is governed by and construed in accordance with the laws of the United Kingdom.
9. Contact Information #
For inquiries or support, please contact: [email protected]
Last Updated: 13 Feb 2025
By installing and using Cat the Compliant, you agree to the terms outlined in this SLA. If you have any questions or concerns, please let us know - we’re here to help keep your compliance processes running smoothly.