Support Service Level Agreement (SLA)
Last updated: February 26, 2026
At LeanZero SRL, we are committed to providing excellent support for CogniRunner and our other Atlassian Marketplace apps. This Support Service Level Agreement (“SLA”) outlines the support you can expect from us.
1. Introduction
At LeanZero SRL, we are committed to providing excellent support for CogniRunner and our other Atlassian Marketplace apps. This policy outlines the support you can expect from us regarding our Atlassian Marketplace apps.
2. Support Channels and Contact Information
You can reach our support team through the following channels:
- Support Email: office@leanzero.net
- Support Portal: CogniRunner Help Center
- Documentation: CogniRunner Documentation
Direct Discord Support
Join our Discord server for asynchronous communication with our team. This is a great place to ask questions, share feedback, and get help from both our support team and other users.
Join Discord Community3. Business Hours & Availability
Our support team operates during the following hours:
- Time Zone: EET / EEST (Eastern European Time / Eastern European Summer Time) — UTC+2 (Winter) / UTC+3 (Summer)
- Location: Bucharest / Athens
- Days of Operation: Monday through Friday (excluding Romanian public holidays)
- Hours of Operation: 09:00 AM – 06:00 PM
4. Target Response Times
We aim to respond to all requests within the following timeframes based on the severity of the issue:
| Priority Level | Description | Target Response Time |
|---|---|---|
| Level 1 (Critical) | App is down; production environment is unusable. | 8 - 12 Business Hours |
| Level 2 (High) | Major features are unavailable; no immediate workaround. | 24 Business Hours |
| Level 3 (Standard) | General questions, minor bugs, or feature requests. | 48 Business Hours |
Note: Response time refers to the time it takes for a human agent to acknowledge and begin working on the ticket, not necessarily the time to provide a final resolution.
5. Scope of Support
What is covered:
- Assistance with installing and configuring the app.
- Identifying and fixing verified app bugs.
- Providing workarounds for known issues.
- Answering questions about app features and functionality.
What is NOT covered:
- Support for Atlassian products themselves (Jira/Confluence core issues).
- Custom scripting or custom development.
- Training for your end-users.
- Support in languages other than English/Romanian.
6. Customer Responsibilities
To help us resolve your issue quickly, please provide:
- A clear description of the problem.
- 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
Website: https://leanzero.atlascrafted.com
See also: Privacy Policy | Terms of Service