Service level agreement
First response in 1–2 business days, by email.
This statement applies to Gitea Integration for Jira, published by WEB rješenja d.o.o. It is effective 2026-09-14 and supersedes any earlier statement.
Channel and hours
How support is delivered
- Channel: email only, to gitea-jira@wsagency.io. Requests sent through any other channel are not covered by the targets below.
- Support hours: Monday to Friday, 09:00–17:00 Europe/Zagreb (CET/CEST), excluding Croatian public holidays.
- Language: English or Croatian.
- Included for every licensed customer: no separate support tier, and no paid support add-on.
We do not offer phone support, in-app chat, or a 24×7 on-call rota for this product.
Response targets
First response, measured in support hours
- Severity 1 — Critical — 1 business day
- The app is unusable for all users on the site: no Gitea data reaches Jira, or the app blocks normal Jira use.
- Severity 2 — Major — 2 business days
- A core function fails while the rest works: for example webhooks stop arriving, or the Development panel stays empty after a push.
- Severity 3 — Minor — 5 business days
- Cosmetic defect, documentation gap, question, or feature request.
Severity 1 and 2 reports are worked continuously during support hours until a fix, a workaround, or a root cause outside the app is identified. We commit to a first response time; we do not commit to a fixed resolution time, because most failures we see originate in the customer's own Gitea instance or network.
Security reports are always treated as severity 1. Send them to the same address and do not include secrets or tokens.
Availability
Where the app runs, and who guarantees uptime
The app is a Forge app. All of its code and data live on Atlassian infrastructure inside your site's Atlassian app partition; we operate no servers, no database, and no proxy in the request path. Availability of the runtime is therefore governed by Atlassian, not by us, and we publish no separate uptime figure for it. Platform status is at status.atlassian.com.
Delivery of commits, branches, and pull requests additionally depends on your own Gitea instance being reachable from the public internet over HTTPS. Time during which that instance is unreachable, offline, or behind a VPN is excluded from the targets above.
Exclusions
Not covered
- Installation, operation, upgrade, or performance of your Gitea instance.
- Network, firewall, DNS, TLS, or reverse-proxy configuration on your side.
- Atlassian platform incidents, Jira configuration, and other Marketplace apps.
- Requests from evaluation or unlicensed installations beyond best effort.
- Custom development, consulting, and data migration.
This statement describes our support commitment. It grants no service credits, refunds, or other remedies; commercial terms are governed by the Atlassian Marketplace end-user agreement under which the app is licensed.
Contact
Who is responsible
Publisher
WEB rješenja d.o.o.Markuševečka cesta 115
HR-10000 Zagreb, Croatia