Forio

Forio Service Level Agreement

Last updated on May 20, 2025

Effective Date: 5/20/2025
Version: 1.0

1. Service Overview

This SLA defines support commitments and responsibilities between Forio and its customers for all Forio products.

2. Service Scope

This SLA covers:

  • Technical support for all Forio products
  • Bug fixes and updates
  • Access to product documentation

Note: Forio products operate within your Atlassian environment. Forio is not responsible for infrastructure, hardware, or Confluence platform issues.

3. Support Hours & Channels

PlanSupport HoursSupport Channels
All Plans9 AM – 6 PM CST, Monday–FridayEmail: / Jira Service Desk
JSW Portal: Navigate Here

4. Incident Response Times

PriorityExampleInitial Response TimeTarget Resolution Time
P1 (Critical)App not loading, critical error preventing usage8 business hours1 business day or workaround
P2 (High)Major feature broken, significant performance issue1 business day3 business days
P3 (Medium)Minor bug, cosmetic issue, workaround available1 business dayNext release / patch cycle
P4 (Low)General questions, enhancement requests1 business dayAs scheduled / roadmap item

5. Customer Responsibilities

  • Maintain a supported Atlassian environment
  • Apply product 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