Helm Labs Atlassian Marketplace Application
This Service Level Agreement ("SLA") is entered into between Helm Labs Ltd, a company registered in England and Wales ("Helm Labs", "we", "us"), and the customer organisation subscribing to our services ("Customer").
This SLA sets out the performance commitments, support standards, and remedies that apply to the Helm Labs Application published on the Atlassian Marketplace (the "Application"). It forms part of, and is incorporated into, the Atlassian Marketplace Terms of Use and any Order Form or subscription agreement agreed between the parties.
Helm Labs commits to a monthly Availability target of 99.5% for the Services, measured across each calendar month.
| Monthly Availability | Maximum Permitted Downtime |
|---|---|
| 99.5% target | ~3 hours 39 minutes |
| 99.0% (SLA breach threshold) | ~7 hours 18 minutes |
Monthly Availability (%) = ((Total Minutes in Month − Unplanned Downtime Minutes) ÷ Total Minutes in Month) × 100
The following are excluded from Availability calculations:
| Priority | Definition | Response Time | Resolution Target |
|---|---|---|---|
| P1 — Critical | Service completely unavailable or data integrity at risk; production impact affecting all users. | 1 hour (24/7) | 4 hours |
| P2 — High | Major functionality degraded; core workflows impaired but a workaround may exist. | 4 Business Hours | 1 Business Day |
| P3 — Medium | Non-critical feature affected; limited operational impact; workaround available. | 1 Business Day | 5 Business Days |
| P4 — Low | Minor issue, cosmetic defect, or general enquiry; no immediate operational impact. | 2 Business Days | Next scheduled release or as agreed |
Customers may report Incidents via the following channels, listed in priority order:
To ensure prompt triage, Customers should include: Customer name and account ID; description of the issue; steps to reproduce; business impact; affected users and environment; any recent changes that preceded the issue.
Helm Labs will perform Scheduled Maintenance during the preferred window of 23:00–03:00 GMT/BST on Saturdays. A minimum of 48 hours' notice will be provided via email and the in-application status banner for maintenance expected to exceed 15 minutes of downtime.
Emergency maintenance required to remediate a critical security vulnerability may be executed with shorter notice; Helm Labs will communicate this as quickly as is practicable.
Service Credits are available where Helm Labs fails to meet the 99.5% monthly Availability commitment. Credits are calculated against the Customer's monthly subscription fee for the affected Service.
| Monthly Availability Achieved | Service Credit |
|---|---|
| 99.0% – <99.5% | 10% of monthly fee |
| 95.0% – <99.0% | 20% of monthly fee |
| 90.0% – <95.0% | 30% of monthly fee |
| Below 90.0% | 50% of monthly fee |
Credits must be requested within 30 calendar days of the end of the affected month by submitting a written claim to support@helmlabs.uk, referencing the relevant Incident ticket numbers. Helm Labs will validate the claim against monitoring data and, if valid, apply the credit to the Customer's next invoice.
Service Credits represent the Customer's sole and exclusive remedy for Availability failures. Credits are non-transferable, non-refundable as cash, and may not exceed the total monthly subscription fee for the affected period.
Helm Labs applications fall into one of the following two data residency models, depending on how the application is architected. The applicable model is documented on the relevant application's Marketplace listing page. All other provisions of this section apply regardless of model.
Where the Application operates entirely within a third-party platform ecosystem (such as the Atlassian Marketplace), Helm Labs does not store, retain, or process Customer data on its own infrastructure. All data created, managed, or accessed through the Application resides within the Customer's environment on the third-party platform and is subject to that platform's own data protection, security, and backup policies.
Under this model:
Where the Application stores Customer data on Helm Labs infrastructure, the following commitments apply:
Regardless of data residency model, Helm Labs complies with applicable UK data protection legislation including the UK GDPR and the Data Protection Act 2018. Helm Labs is registered with the UK Information Commissioner's Office (ICO). For any data protection enquiries, contact support@helmlabs.uk.
| Change Type | Notice Period | Communication Method |
|---|---|---|
| Major release (new functionality) | 30 calendar days | Email + Release Notice document |
| Minor release (enhancements, non-breaking changes) | 14 calendar days | Email + in-app notification |
| Patch / bug fix | 5 Business Days | Changelog + in-app notification |
| Emergency security patch | As soon as practicable | Email + Incident report on request |
Release Notices include a summary of changes, potential impact assessment, and a statement of whether re-validation activities are recommended. Customers are responsible for their own validation decisions in accordance with applicable regulations.
Helm Labs shall not be in breach of this SLA and shall not be liable for any delay or failure to perform its obligations where such delay or failure results from circumstances beyond its reasonable control, including but not limited to: acts of God; war, terrorism, or civil disorder; pandemic or epidemic; acts of government or regulatory authority; failure of third-party telecommunications or internet infrastructure; or cyber attacks on infrastructure not operated by Helm Labs.
Helm Labs will notify affected Customers as soon as reasonably practicable and will use commercially reasonable efforts to restore the Service.
To support Helm Labs in meeting its obligations, the Customer agrees to:
| Stage | Contact | When to Escalate |
|---|---|---|
| 1 — Support Team | support@helmlabs.uk | First point of contact for all Incidents |
| 2 — Senior Review | support@helmlabs.uk — mark subject "ESCALATION" | If Response Time is breached or issue is unresolved beyond target |
| 3 — Director Review | support@helmlabs.uk — mark subject "P1 ESCALATION" | P1 incidents, regulatory concern, or persistent unresolved issues |
Helm Labs will make monthly Availability reports available via the support portal. On request, Helm Labs will provide a quarterly Service Review covering: Availability statistics; Incident summary and trends; planned roadmap items; and any agreed service improvements.
This SLA will be reviewed annually and may be updated to reflect changes in service architecture, regulatory requirements, or operational capabilities. Customers will be notified of material changes at least 30 calendar days in advance. Continued use of the Services following notice of amendment constitutes acceptance of the revised SLA.
The current version of this SLA is always available at helmlabs.uk/legal/sla.