Service Level Agreement

Open Source Consulting Inc. (OSCI) is committed to providing the highest quality service to our customers, and our team of dedicated support experts are on hand to ensure our customers continue to benefit from our apps with minimal disruption.

Our support team evaluates the urgency and business impact of each technical issue in our apps and strives to resolve it as quickly as possible.

Our services are available to all customers with a valid license or evaluating any app provided by OSCI.

1. Support Hours

Our regular support hours are as follows:

9:00 to 18:00 (GMT+9)
Monday to Friday
Excluding national holidays in Korea

Response and coverage hours are based on our regular support hours. Our first response is within 24 hours.

We follow the Atlassian support requirements: Cloud Fortified Apps Program Support Requirements

2. Support SLA

Severity is estimated by OSCI based on the impact of the issue on the customer.

Severity	First Response
Critical	8h
High	12h
Medium	16h
Low	24h

3. What Does Support Include / Exclude?

Includes:

Addressing technical problems that cause an interruption to service availability or product malfunction
Support for app configuration based on technical documentation
Technical assistance through Jira Service Desk, including one-to-one meetings or telephone support where necessary
Assistance with feature enhancement requests that are integral to core OSCI app functionality
Support provided in English and Korean

Excludes:

One-to-one product training
Troubleshooting issues not directly related to OSCI apps
Support in languages other than English or Korean

4. Service Availability

OSCI targets the following monthly uptime for our Cloud-hosted apps:

Service Tier	Monthly Uptime Target
Cloud Apps	99.5%
Data Center Apps	Dependent on customer infrastructure

OSCI is not responsible for downtime caused by factors outside our reasonable control, including but not limited to Atlassian platform outages, customer infrastructure failures, or force majeure events.

Scheduled maintenance windows will be communicated to customers at least 72 hours in advance via email or in-product notification.

5. Contact Information

For support inquiries, please contact us through:

Support Portal: https://cloud-osci.atlassian.net/servicedesk/customer/portals
Email: atlassian_apps@osci.kr
Phone: +82-2-516-0711