SMARTECHOR · Last updated: September 30, 2026
Smartechor Support & Service Level Agreement
This Support & Service Level Agreement (“SLA”) describes the support services provided by Smartechor LLC for Smartechor software products and applications, including Capacity by Smartechor and other products distributed through third-party marketplaces such as Atlassian Marketplace.
This SLA applies to customers with an active license or subscription for a supported Smartechor product.
1. Support Availability
Smartechor provides customer support during the following standard business hours:
Monday – Friday
09:00 – 17:00 (Europe/Belgrade time zone)
Support is not routinely provided on Saturdays, Sundays, or applicable public holidays.
Support requests may be submitted at any time. Requests received outside our standard support hours will be processed during the next applicable business period.
2. How to Contact Support
Customers may contact Smartechor support through:
Email: support@smartechor.com
Customers should provide sufficient information for us to investigate the issue, including where applicable:
- Product or application name
- Description of the issue
- Steps to reproduce the issue
- Screenshots or error messages
- Relevant environment or configuration information
- Business impact of the issue
Providing complete information helps us investigate and respond more efficiently.
3. Target Initial Response Times
Smartechor aims to provide an initial response according to the following priority levels:
| Priority | Description | Target Initial Response |
|---|---|---|
| Critical (P1) | Production application is unavailable or a critical function is unavailable for multiple users, with no reasonable workaround. | 4 business hours |
| High (P2) | Major functionality is significantly impaired and materially affects normal use of the product. | 8 business hours |
| Normal (P3) | Non-critical functionality is affected, or a reasonable workaround is available. | 1 business day |
| Low (P4) | General questions, minor issues, documentation requests, feature requests, or other non-urgent inquiries. | 2 business days |
These are target initial response times, not guaranteed resolution times.
Smartechor will make commercially reasonable efforts to meet or exceed these targets.
4. Resolution and Investigation
Resolution times vary depending on the nature and complexity of an issue.
Factors that may affect resolution time include:
- Issue severity and complexity
- Ability to reproduce the reported problem
- Availability of diagnostic information
- Customer configuration
- Dependencies on Atlassian or other third-party platforms and services
- Required software changes, testing, or deployment
- Security considerations
Smartechor does not guarantee a specific resolution time unless a separate written agreement explicitly provides otherwise.
Critical and high-priority issues will receive priority over normal and low-priority requests.
5. Critical Incidents
A Critical (P1) incident generally means that a supported production application is substantially unavailable or critical functionality cannot be used by multiple users and no reasonable workaround exists.
For critical incidents, Smartechor will prioritize investigation and work toward restoring normal service as quickly as reasonably practicable.
Where appropriate, temporary workarounds may be provided while a permanent solution is being developed.
6. Support Scope
Standard support includes reasonable assistance with:
- Installation and configuration of supported Smartechor products
- Product functionality
- Troubleshooting reproducible product issues
- Bug reports
- Compatibility issues within officially supported environments
- Questions regarding documented product functionality
- License and subscription-related product questions
- Security-related product reports
7. Items Outside Standard Support
Standard support generally does not include:
- Custom software development
- Custom integrations not included in the product
- Training or consulting services
- Issues caused by unsupported third-party modifications
- Problems caused by unsupported environments
- Customer infrastructure administration
- Issues originating solely from third-party products or services outside Smartechor's control
Smartechor may nevertheless provide reasonable guidance when a problem involves a third-party dependency.
Additional professional services may be offered separately where appropriate.
8. Atlassian Marketplace Applications
For Smartechor applications distributed through the Atlassian Marketplace, including Capacity by Smartechor, this SLA applies together with applicable Atlassian Marketplace terms and policies.
Issues relating to the Atlassian platform itself, Atlassian APIs, Forge infrastructure, Jira, Confluence, or other Atlassian services may require investigation or action by Atlassian.
Where an issue depends on an Atlassian service or infrastructure outside Smartechor’s control, Smartechor will make reasonable efforts to assist the customer and, where appropriate, coordinate or escalate the issue through available Atlassian support channels.
9. Security Issues
Potential security vulnerabilities should be reported promptly to Smartechor.
Security-related reports will be reviewed and prioritized based on their potential severity, impact, and exploitability.
Customers should avoid publicly disclosing suspected vulnerabilities before Smartechor has had a reasonable opportunity to investigate and address them.
10. Product Updates and Maintenance
Smartechor may release updates to:
- Correct software defects
- Improve reliability and performance
- Address security issues
- Maintain compatibility with supported third-party platforms
- Introduce or improve functionality
Where practical and appropriate, significant planned changes affecting product availability will be communicated in advance.
Emergency security or reliability updates may be deployed without advance notice when necessary to protect customers or the service.
11. Customer Responsibilities
To enable effective support, customers are expected to:
- Provide accurate and sufficient information about reported issues
- Cooperate with reasonable troubleshooting requests
- Maintain supported versions and environments where applicable
- Protect account credentials and access information
- Follow applicable product documentation and security recommendations
Delays caused by missing information or circumstances outside Smartechor’s reasonable control may affect response and resolution times.
12. Service Dependencies
Some Smartechor products depend on third-party platforms, infrastructure, APIs, hosting providers, or marketplace services.
Smartechor is not responsible for outages, degradation, or other failures caused solely by third-party services outside its reasonable control.
We will nevertheless make commercially reasonable efforts to identify such dependencies and assist affected customers.
13. Changes to This SLA
Smartechor may update this SLA periodically to reflect changes to our products, support processes, or applicable marketplace requirements.
The current version will be published on this page together with its last updated date.
Material changes will not retroactively reduce obligations that have already arisen under an applicable separate written agreement.
14. Contact
Smartechor LLC
For product support:
Email: support@smartechor.com
Support hours: Monday–Friday, 09:00–17:00 (Europe/Belgrade)
For more information about Smartechor products, please visit the Smartechor Products website.