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Scope

This page describes when and how we release bug fixes for our products in the Atlassian marketplace.


Severity Codes: 


Critical 

 The add-on is completely down – Business cannot continue.

High 

 Part of the add-on not functioning – Business affected.

Medium 

 Minor fault – minimum business affected.

Low

 Minor fault/cosmetic fault – business not affected.



Bugfix Service Level Agreement (SLA)

We attempt to meet the following timeframes for fixing issues.

  • Critical severity bugs should be fixed in the product within 1 week of being reported.
  • High severity bugs should be fixed in the product within 2 weeks of being reported.
  • Medium severity bugs should be fixed in the product within 3 weeks of being reported.
  • Low severity bugs should be fixed in the product within 4 weeks of being reported.


Critical vulnerabilities

When a Critical security vulnerability is discovered Infosysta will do all of the following:

  • Issue a new, fixed release for the current version of the affected product as soon as possible.
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