Service Level Agreement

Effective April 1, 2025 — A9 Consulting Group, Inc.

Support Overview

A9 Consulting Group, Inc. is committed to providing timely, high-quality support for A9 Sightglass. This Service Level Agreement defines our support commitments, response targets, and escalation procedures.

Target Response Time

8 hours
Business hours (US/Eastern)

Hours of Operation

24 hrs / day
7 days / week

Time Zone

America/New_York
GMT-05:00 (Eastern)

Support Channel

JSM Portal
+ email fallback

Response Time Targets

Response times are measured from the time a ticket is submitted and acknowledged by our support system during business hours (America/New_York, GMT-05:00).

Severity Description Initial Response Resolution Target
Critical Application completely unavailable; security breach suspected; data loss 2 business hours 8 business hours
High Major feature broken; scan fails; reports cannot be exported 4 business hours 2 business days
Medium Feature degraded; workaround available; display or data inconsistency 8 business hours 5 business days
Low General questions; feature requests; documentation clarification 8 business hours Best effort
Business Hours Definition Business hours are defined as 9:00 AM – 5:00 PM America/New_York (GMT-05:00), Monday through Friday, excluding US federal holidays. While the support portal is available 24/7, SLA response targets apply to business hours only.

How to Get Support

The fastest way to get help is through our Jira Service Management (JSM) support portal, which allows us to track, prioritize, and route your issue efficiently.

Contact Support

When submitting a ticket, please include the following information to help us resolve your issue as quickly as possible:

  • Your Jira site URL
  • Browser and version
  • Screenshot of the issue
  • Any error messages from the browser console
Open Support Portal

Email Support

If you are unable to access the support portal, you may also reach us at support@a9sightglass.io. Email tickets are subject to the same SLA response targets as portal tickets.

Scope of Support

In Scope

  • Installation and configuration of A9 Sightglass within Jira Cloud
  • Troubleshooting application errors, failed scans, and report generation issues
  • Guidance on compliance rules configuration and customization
  • Org Enumerator setup and troubleshooting
  • Subscription and billing inquiries (escalated to Atlassian Marketplace where applicable)

Out of Scope

  • General Jira administration or configuration unrelated to A9 Sightglass
  • Custom development or integrations beyond documented APIs
  • Infrastructure managed by Atlassian (Forge platform uptime, Marketplace availability)
  • Issues caused by unsupported browser versions or third-party browser extensions

Exclusions & Limitations

SLA commitments do not apply in the following circumstances:

  • Atlassian platform outages or Forge infrastructure degradation beyond our control
  • Issues caused by customer configuration changes not recommended by A9 Sightglass documentation
  • Force majeure events (natural disasters, widespread internet outages)
  • Tickets submitted outside of business hours (response clock starts next business day)
  • Accounts with overdue subscription payments
Platform Dependency A9 Sightglass runs on Atlassian's Forge platform. Availability and performance are partially dependent on Atlassian infrastructure. Atlassian system status can be monitored at status.atlassian.com.

Changes to This SLA

A9 Consulting Group, Inc. reserves the right to update this Service Level Agreement. Material changes will be communicated to active subscribers via email or Atlassian Marketplace notification at least 30 days prior to taking effect.

For questions about this SLA, contact support@a9sightglass.io or visit the support portal.