1. Overview
This Service Level Agreement ("SLA") describes what you can expect from DataPingo when you use any of our apps on the Atlassian Marketplace — see our Marketplace vendor page for the current list.
Every DataPingo app is built on Atlassian Forge and runs entirely inside Atlassian Cloud. DataPingo does not operate any servers, databases, or cloud infrastructure for its apps. That shapes this agreement: what we can commit to is our own responsiveness and upkeep, not the availability of infrastructure we do not run.
2. Service Availability
2.1 Who Provides Availability
Because our apps execute on Atlassian's Forge platform, their availability is determined by Atlassian's infrastructure, not by DataPingo. We therefore do not offer an independent uptime percentage or measure uptime from our own monitoring systems — we have none to measure from.
- Platform availability is governed by Atlassian's Cloud Terms of Service and any SLA that applies to your Atlassian subscription.
- Live platform status is published at status.atlassian.com.
- Forge runtime patches and infrastructure maintenance are applied by Atlassian.
2.2 App Maintenance
App updates are released through the Atlassian Marketplace and applied by Atlassian. Because Forge apps update in place, there is no maintenance window during which the apps are taken offline by DataPingo.
3. What DataPingo Commits To
- Support responsiveness: we respond to support requests within the targets in section 4.
- Defect handling: we investigate reported defects and ship fixes through the Marketplace.
- Security practices: we follow the commitments in our Security Policy. A confirmed security issue is treated as Critical in the table in section 4.
- Compatibility: we keep the apps working against supported Atlassian Cloud APIs, and announce material changes on this site.
4. Support Response Times
First response targets run from 1 to 5 business days depending on severity. This table is the single source for those numbers — where any other DataPingo policy refers to a response time, it means these.
| Priority Level | Description | First Response | What We Aim To Do |
|---|---|---|---|
| Critical | The app is unusable for all users, or a confirmed security issue | Within 1 business day | Work it immediately; ship a fix or workaround as soon as practicable |
| High | A core feature is broken with no workaround | Within 2 business days | Target a fix in the next Marketplace release |
| Medium | A feature is impaired but a workaround exists | Within 3 business days | Schedule into an upcoming release |
| Low | Questions, cosmetic issues, and feature requests | Within 5 business days | Consider for the roadmap |
Business days are Monday to Friday, excluding public holidays. Response targets describe when you will hear from a person; the "aim" column describes intent, not a guaranteed resolution date.
5. Billing, Credits, and Refunds
DataPingo does not bill you directly and does not maintain billing accounts, so it cannot issue service credits. All purchasing, invoicing, renewals, and refunds for our apps are handled by Atlassian through the Atlassian Marketplace, under Atlassian's terms. See section 6 of our Terms of Service.
6. Exclusions
This SLA does not cover disruption caused by:
- Outages, degradation, or maintenance of Atlassian Cloud, the Forge platform, or Atlassian APIs
- Atlassian platform rate limits or quotas applied to your instance
- Factors outside DataPingo's reasonable control (force majeure events)
- Your network, browser, or Atlassian site configuration
- Misuse of the apps or violation of our Terms of Service
- Beta or preview features clearly marked as such
7. Status and Incident Communication
Because the apps run on Atlassian's infrastructure, platform incidents are reported by Atlassian at status.atlassian.com. DataPingo does not operate a separate status page. If a defect in one of our apps causes a widespread problem, we will communicate it through our support channels and, where relevant, the app's Marketplace listing.
8. Data Security and Privacy
Our apps act as you inside your Atlassian site and keep no data. Your content never leaves Atlassian's cloud, nothing is sent to or stored on servers operated by DataPingo, and DataPingo staff cannot query or extract your Atlassian data. Encryption in transit and at rest is provided by Atlassian's platform.
Details are in our Security Policy and Privacy Policy.
9. Business Continuity
DataPingo holds no copy of your Confluence or Jira content, so there is nothing for us to back up or restore on your behalf. Backup, redundancy, and disaster recovery for the data our apps read and write are provided by Atlassian as part of your Atlassian Cloud subscription. Our own continuity obligation is to keep the apps published, supported, and compatible with Atlassian Cloud.
10. Limitation of Liability
This SLA does not create a right to service credits or refunds from DataPingo. DataPingo's total liability arising from or related to the apps is limited as set out in section 9 of our Terms of Service.
11. Agreement Updates
DataPingo may update this SLA. Material changes will be posted on this page with a revised "Last Updated" date. Continued use of the apps after that date constitutes acceptance of the updated agreement.
Contact Information
For questions about this SLA or to report a problem with one of our apps:
- Support Email: support@datapingo.com
- Support Page: datapingo.com/support
- Platform Status: status.atlassian.com (Atlassian Cloud & Forge)
This Service Level Agreement was last updated on October 4, 2026. For the most current version, please visit datapingo.com/sla