RaleyApps support service level agreement

This page defines how RaleyApps classifies support requests and how quickly you can expect a first response. It applies to every request, for every customer, across all 5 apps:

Raley Email Notifications for Jira & JSM
Raley Intake Forms for Jira & JSM
Raley Procurement - Intake & Approval Orchestration for JSM
Raley Bookman - Asset Reservation for JSM
Raley Favourites for Jira

Contact channels, business hours, and the scope of what support does and does not handle are listed on the support page. Response targets on this page are measured in business days as defined there.

Severity levels

Every request is assigned 1 of 4 severity levels. State the impact you are seeing when you raise the request; RaleyApps confirms the severity against the definitions below and tells you if it differs from your assessment.

Severity	Definition	Examples
Severity 1 (Critical)	The app is unusable in production for all users and no workaround exists, data is lost or corrupted, or you suspect a security vulnerability.	The app fails to load on every screen; a suspected data exposure.
Severity 2 (High)	A core function is broken for many users. A workaround may exist but is not practical for daily use.	A primary feature returns errors for most users; configuration changes do not save.
Severity 3 (Medium)	A function is impaired for some users, or behaves incorrectly in specific conditions, and a reasonable workaround exists.	A feature fails only for 1 project or 1 configuration; incorrect display that does not block work.
Severity 4 (Low)	A question, a cosmetic issue, a documentation gap, or a feature request. Day-to-day use is not affected.	How-to questions; text or layout glitches; suggestions.

Suspected security vulnerabilities are always treated as Severity 1 regardless of how many users are affected. Report them through the support page channels and do not post details publicly.

Response targets

Severity	First response	Update cadence until resolved
Severity 1 (Critical)	1 business day	Every business day
Severity 2 (High)	1 business day	Every 2 business days
Severity 3 (Medium)	2 business days	Every 5 business days
Severity 4 (Low)	3 business days	When the status changes

These targets meet the response bar Atlassian defines in its Cloud Fortified program for critical issues: a response within 24 hours, 5 days a week.

What the targets mean

Term	Meaning
First response	A team member has read your request, confirmed the severity, and started diagnosis. An automated acknowledgement does not count as a first response.
Business day	A working day within the business hours published on the support page. Requests raised outside business hours start the clock at the next business day.
Update	A substantive note on your request: what was found, what is being tried next, or what is needed from you.
Resolved	A fix is released, a workaround you accept is in place, or the behavior is confirmed as working as designed.

Resolution

Resolution times depend on the nature of the issue and are targets, not guarantees. For Severity 1 issues, work continues during business hours until a fix or an acceptable workaround is in place. Where a fix requires an app release, the update note tells you the expected release window.

Escalation

If a request is not progressing or its impact has grown, reply on your existing request and ask for escalation, stating what changed. RaleyApps re-evaluates the severity and adjusts the response handling to match. There is no separate escalation channel; the support page channels are the single route in.

What this page does not cover

Topic	Where it lives
Contact channels, business hours, and support scope	Support page
Hosting, data handling, and security practices	Data security and privacy
Platform uptime and availability	Your Atlassian cloud site is operated by Atlassian; platform availability is governed by Atlassian, not by this agreement.
Paid support tiers	There are none. Every customer, including evaluators on a trial, receives the same level of support.
Legal and contractual terms	The end user license agreement governs; this page describes operational practice, not contractual liability.

Last updated: August 19, 2026

Welcome to RaleyApps Docs

Concepts

Raley Favourites for Jira

Security

Changelog

RaleyApps support service level agreement

Severity levels

Response targets

What the targets mean

Resolution

Escalation

What this page does not cover

​Severity levels

​Response targets

​What the targets mean

​Resolution

​Escalation

​What this page does not cover

Severity levels

Response targets

What the targets mean

Resolution

Escalation

What this page does not cover