Title here
Summary here
FreshForms SLA Agreement
Last updated on May 20, 2025
Effective Date: 5/20/2025
Version: 1.0
1. Service Overview
FreshForms is a form management and submission app installed in Atlassian Confluence Data Center. This SLA defines support commitments and responsibilities between Forio and its Data Center customers.
2. Service Scope
This SLA covers:
- Technical support for FreshForms Data Center
- Bug fixes and updates
- Access to product documentation
Note: FreshForms operates within your self-hosted Confluence environment. Forio is not responsible for infrastructure, hardware, or Confluence platform issues.
3. Support Hours & Channels
| Plan | Support Hours | Support Channels |
|---|---|---|
| Data Center (All) | 9 AM – 6 PM UTC, Monday–Friday | Email: / Jira Service Desk JSW Portal: Navigate Here |
4. Incident Response Times
| Priority | Example | Initial Response Time | Target Resolution Time |
|---|---|---|---|
| P1 (Critical) | App not loading, critical error preventing usage | 8 business hours | 1 business day or workaround |
| P2 (High) | Major feature broken, significant performance issue | 1 business day | 3 business days |
| P3 (Medium) | Minor bug, cosmetic issue, workaround available | 1 business day | Next release / patch cycle |
| P4 (Low) | General questions, enhancement requests | 1 business day | As scheduled / roadmap item |
5. Customer Responsibilities
- Maintain a supported Confluence Data Center environment
- Apply FreshForms updates promptly
- Provide admin-level access for troubleshooting when required
- Report issues through designated channels with logs and details
6. Forio Responsibilities
- Provide product updates and security patches
- Offer technical support and troubleshooting
- Share clear release notes and documentation
- Assist with upgrade guidance
7. Maintenance & Updates
- Regular Updates: Delivered as app releases in the Atlassian Marketplace
- Emergency Patches: Provided as needed; Forio will communicate urgency and instructions
- Customer Action: Customers are responsible for installing updates in their Confluence instance
8. Exclusions
This SLA does not cover:
- Issues caused by third-party apps or customizations
- Problems from unsupported Confluence versions or infrastructure failures
- Assistance with Confluence administration or infrastructure
9. Contact Information
- Support Email:
- Jira Service Desk Portal: https://forio-io.atlassian.net/servicedesk/customer/portals
- Website: https://forio.io