Service Level Agreement
Last updated: June 2026
Overview
9byNight provides email support for Flow Metrics & Forecasting for Jira. This Service Level Agreement (SLA) describes our support commitments for that app and how platform availability is handled on Atlassian's Forge infrastructure.
Support Channel
Support is provided via email at contact@9bynight.com. You can also reach us through our contact form. Support hours are Monday–Friday, 9:00 AM–5:00 PM EST, excluding US public holidays. Requests received outside these hours are queued and handled during the next business day.
Response Times
We acknowledge all support requests within 3 business days (counted during our support hours). We prioritize requests as follows:
- High priority: Issues affecting app availability or data correctness are addressed first.
- Standard priority: Feature questions, configuration help, and enhancement requests are handled in turn.
Platform Availability
Our apps run entirely on Atlassian's Forge infrastructure ("Runs on Atlassian"). Because there are no external 9byNight servers in the request path, platform availability follows Atlassian's own SLAs. App availability is therefore tied to the availability of the underlying Atlassian Cloud platform and its published commitments.
Scope
This SLA applies to Flow Metrics & Forecasting for Jira, published by 9byNight on the Atlassian Marketplace. It does not modify or replace the Atlassian Marketplace Terms of Use or our Terms of Service.
Contact Us
If you have questions about this SLA, please contact us: