Vendor: Desveladisimo Product: BottleneckIQ — Atlassian Marketplace Forge app Contact: support@bottleneckiq.com
This Service Level Agreement ("SLA") describes Desveladisimo's response-time commitments and operational standards for customers of BottleneckIQ. It supplements the Terms of Service and the standard Atlassian Marketplace Customer Agreement.
1. Support hours
Monday through Friday, US business hours. Closed on US public holidays. Out-of-hours requests are queued and triaged at the start of the next business day.
2. Response time targets
"First response" means a substantive reply from a Desveladisimo engineer — not an auto-acknowledgement — that confirms we have the request and indicates next steps.
| Customer tier | First-response target |
|---|---|
| Paid subscription | Within 1 business day |
| Free trial | Within 2 business days |
| Critical incidents (Severity 1; see below) | As fast as practicable; we work the issue continuously until mitigated |
We do not currently commit to a specific resolution time. Time-to-resolution depends on severity, root cause, and the customer's ability to provide repro steps; resolution targets are best-effort and scoped to severity (below).
3. Severity definitions
| Severity | Definition | Examples |
|---|---|---|
| 1 — Critical | Confirmed customer-data exposure; complete service outage; auth bypass | Tenant data visible to another tenant; dashboard returns 500 for all users for > 30 minutes |
| 2 — High | Major feature broken for most users; alerts firing when they shouldn't, or not firing when they should | Bottleneck card shows wrong stage for an entire project; cycle-time chart returns no data despite ingested issues |
| 3 — Medium | Single feature broken for some users; cosmetic regression that confuses readers | One specific Jira workflow not detected; chart tooltip shows incorrect issue type label |
| 4 — Low | Minor cosmetic issue; documentation gap; feature request | Color-blindness palette adjustment; new alert template request; typo in copy |
To report Severity 1 incidents, email support@bottleneckiq.com with [CRITICAL] in the subject line. We monitor that label outside business hours on a best-effort basis.
4. Service availability
BottleneckIQ runs on Amazon Web Services (US East 1). We aim for high availability but do not contractually guarantee a specific uptime percentage in this version of the SLA. Availability is monitored via CloudWatch alarms; published incidents will be communicated to affected customers via the support email and noted in release notes.
A formal uptime commitment (e.g., 99.5% measured monthly) is on the roadmap and will be added to this SLA when we operate on appropriate observability. This page will be re-versioned when that change ships.
5. Maintenance
Routine maintenance (deployments, schema migrations, dependency updates) happens on a rolling basis without scheduled downtime windows. The deploy mechanism (App Runner blue-green updates plus database migrations gated by alembic upgrade head) is designed to keep the service available throughout. Customers experiencing dashboard issues during a deploy should retry after 60 seconds and, if the issue persists, contact support.
6. Data handling
Data residency, retention, sub-processors, and deletion guarantees are documented in the Privacy Policy. Highlights:
- All customer data lives in AWS US East 1, encrypted at rest with AWS KMS.
- On uninstall, your tenant data is deleted from the live database within minutes via the Forge
avi:forge:uninstalled:applifecycle event. Backups age out within 7 days.
7. Communication channels
- Routine support, bug reports, configuration questions: support@bottleneckiq.com
- Security disclosures: security@bottleneckiq.com; see Security Disclosure for the disclosure policy
- Legal / privacy / sub-processor changes: legal@bottleneckiq.com
- Marketplace billing, refunds, plan changes: Atlassian Marketplace owns billing operations; the Atlassian Marketplace billing portal is the primary surface
8. Modifications
We may update this SLA from time to time. Material changes will be announced in the app's release notes and at the top of this page (with a new effective date). Continued use of the service after a change constitutes acceptance.