Service Level Agreement
This Service Level Agreement ("SLA") describes the support and service commitments Futureman Labs provides to customers using our products and services.
Effective Date: March 31, 2026
This SLA applies to all Futureman Labs products distributed through the Atlassian Marketplace, as well as custom automation solutions and integrations delivered to our clients.
1. Support Hours
Support is available Monday through Friday, excluding public holidays observed at our business address. Support requests received outside of business hours will be acknowledged on the next business day.
2. Response Time Commitment
We are committed to responding to all support requests within the following timeframes, measured from the time the request is received during business hours:
| Priority | Description | Response Time |
|---|---|---|
| Critical | Service is down or a core feature is completely non-functional | Under 4 hours |
| High | Major feature degraded or significant impact on workflows | Under 24 hours |
| Normal | Minor issue, question, or feature request | Under 48 hours |
Response time refers to the initial acknowledgment of a support request, not the time to full resolution.
3. Support Channels
Customers may submit support requests through the following channels:
- Email: support@futuremanlabs.com
- Atlassian Marketplace: Via the support channel on our app listing
- Website: futuremanlabs.com/contact
4. Scope of Support
Our support covers the following:
- Bug reports and troubleshooting
- Configuration and setup assistance
- Questions about product functionality
- Guidance on integrations and compatibility
- Account and licensing inquiries
Custom development, third-party integration debugging, and consulting services are outside the scope of standard support and may be arranged separately.
5. Escalation Process
If you are not satisfied with the response to a support request, you may escalate by:
- Replying to your existing support thread with a request for escalation
- Emailing hello@futuremanlabs.com with your original ticket reference
Escalated issues are reviewed by a senior team member and will receive an updated response within 24 hours.
6. Availability
We target 99.9% uptime for all hosted services and cloud applications. Planned maintenance windows will be communicated at least 48 hours in advance. This commitment excludes downtime caused by third-party services, force majeure events, or customer-side configuration issues.
7. Bug Fixes and Updates
Confirmed bugs will be triaged based on severity. Critical bugs affecting core functionality will be prioritized for the next patch release. Non-critical improvements and feature requests are incorporated into our regular release cycle.
8. Changes to This Agreement
We may update this SLA from time to time to reflect changes in our services or support processes. When we do, we will post the updated agreement on this page and update the effective date.
9. Contact
For support requests or questions about this SLA, contact us at:
Futureman Labs