Support and SLA | LeanZero

LeanZero SRL supports its Atlassian Marketplace apps (CogniRunner, Sentinel Vault and LeanZero Management) and its consulting clients. This Support Service Level Agreement (“SLA”) sets out how to reach us and how quickly a person acknowledges your request.

1. Availability: 24/7

Days: every day of the year, weekends and public holidays included.
Hours: 24 hours a day.
Clock hours, not business hours: response times count from the moment your request reaches us, wherever you are. Our office is in Romania (EET/EEST, UTC+2 in winter, UTC+3 in summer).
Languages: English and Romanian.

2. Support Channels

You can reach us through any of these channels:

Support portal: LeanZero Customer support. Ask a question, report a problem or request a feature for CogniRunner, Sentinel Vault or LeanZero Management, or report a security vulnerability. All you need is an email address, and only you and our team see your request.
Email: office@leanzero.net
Phone: +40 764 498 476, for critical issues.
Documentation: CogniRunner, Sentinel Vault and LeanZero Management.

Discord community

Ask questions and share feedback on our Discord server. We answer there, and so do other users. Messages are visible to the server’s members, so don’t post anything confidential.

Join Discord Community

3. Target Response Times

We aim to acknowledge every request within the following times, based on its severity. Hours are clock hours.

Priority Level	Description	Target Response Time
Level 1 (Critical)	The app is down, your production environment is unusable, or you suspect a security incident.	Within 8 hours
Level 2 (High)	Major features are unavailable and there is no workaround.	Within 24 hours
Level 3 (Standard)	General questions, minor bugs and feature requests.	Within 48 hours

Note: Response time is the time until a person on our team acknowledges your request. It is not the time to a fix. These are targets we hold ourselves to, not service credits.

4. Security Issues

Reporting a vulnerability: follow our Vulnerability Disclosure Policy. We acknowledge reports within 24 hours, any day of the week.
Security alerts from Atlassian: acknowledged within 8 hours.
Fix timelines: we fix vulnerabilities in our cloud apps, counted from when they are reported or triaged, within the timelines of Atlassian’s Security Bug Fix Policy: critical within 10 days, high within 4 weeks, medium within 12 weeks and low within 25 weeks.
Incidents: if we discover or are told of an actual or suspected security incident, including a vulnerability or compromise of one of our apps, we notify Atlassian within 24 hours. If customer data in an app is affected, we notify the customer without undue delay and within 48 hours, as our DPA sets out; the customer, as controller, decides on notifying the authority. For data we control, we notify the supervisory authority within 72 hours where GDPR Article 33 applies.

5. Scope of Support

What is covered:

Help installing and configuring our apps.
Identifying and fixing confirmed bugs in our apps.
Workarounds for known issues.
Questions about app features and how they work.

What is NOT covered:

Support for Atlassian products themselves (core Jira or Confluence issues).
Custom scripting or custom development, unless agreed as a consulting engagement.
Training for your end users.
Support in languages other than English and Romanian.

6. Customer Responsibilities

To help us resolve your issue quickly, please provide:

A clear description of the problem and which app it concerns.
Screenshots or video recordings if possible.
Log files (if requested).
Steps to reproduce the issue.

7. Contact

For any questions about this SLA or to submit a support request:

LeanZero SRL
Email: office@leanzero.net
Phone: +40 764 498 476
Website: https://leanzero.net

Support Service Level Agreement (SLA)