Service Level Agreement

Secret Scanner & PII Detector for Jira (GDPR, SOC2)

Last updated: 6 June 2026  ·  Version 1.0

This Service Level Agreement ("SLA") describes the support commitments provided by Micro SaaS (operated by Filippo Piconese) for the Secret Scanner & PII Detector for Jira (GDPR, SOC2) app ("App") distributed via the Atlassian Marketplace. By installing the App you agree to the terms below.

1. Support Scope

Support covers issues directly related to the App's functionality: detection rules, alert comments, labels, admin panel, historical scan, and the issue panel. It does not cover Atlassian platform outages, Jira configuration outside the App, or third-party integrations not provided by Micro SaaS.

Support is provided in English and Italian.

2. Support Channels

  • Primary: Atlassian Marketplace listing — "Get support" link (creates a tracked ticket).
  • Email: support@micro-saas.it

All requests submitted via email are assigned a ticket and handled under the same SLA targets as Marketplace tickets.

3. Business Hours

Business hours are Monday – Friday, 09:00 – 18:00 CET/CEST (UTC+1 / UTC+2), excluding Italian public holidays. Response time targets below apply exclusively within business hours.

4. Severity Levels & Response Targets

Response time is defined as the time from ticket submission to the first substantive response from the support team (acknowledgement of the issue and next steps).

Severity Definition Initial response
Critical App is completely non-functional or causes data loss / incorrect mutation of Jira issues (e.g. labels or comments applied to wrong issues at scale). 12 business hours
Severe A key feature is broken or significantly degraded — detection not firing, admin panel inaccessible, historical scan stuck — with no viable workaround. 16 business hours
Medium A feature behaves unexpectedly but a workaround exists, or a cosmetic / UX issue affects usability. Includes false-positive and false-negative rule questions. 24 business hours
Low General questions, feature requests, documentation improvements, or non-urgent configuration help. 3 business days
Severity is assessed by the support team based on the reported impact. If you believe your ticket has been miscategorised, please reply to the ticket and explain the business impact — we will re-evaluate promptly.

5. Resolution Targets

Resolution targets are best-effort estimates, not contractual guarantees. They depend on the complexity of the issue and on Atlassian's Forge platform availability, which is outside our direct control.

  • Critical: fix deployed or workaround provided within 3 business days.
  • Severe: fix deployed or workaround provided within 5 business days.
  • Medium / Low: addressed in the next scheduled release.

6. App Availability

The App runs entirely on Atlassian Forge. Its availability is therefore bound by Atlassian's own infrastructure SLA. Planned and unplanned Atlassian platform maintenance is outside Micro SaaS's control and is not counted against response or resolution targets.

Current Atlassian platform status: status.atlassian.com.

7. Limitations

This SLA does not apply to:

  • Free-tier usage (best-effort support only, no response time commitment).
  • Beta features or preview functionality explicitly labelled as such.
  • Issues caused by customer-defined custom regex rules.
  • Atlassian Forge platform outages or degradations.

8. Changes to This SLA

Micro SaaS reserves the right to update this SLA at any time. Material changes will be announced via the Atlassian Marketplace listing. Continued use of the App after the effective date of a revision constitutes acceptance of the updated terms.

9. Contact

For support requests or questions about this SLA:

Micro SaaS — Filippo Piconese
Support: support@micro-saas.it
Website: www.micro-saas.it