We know there’s a lot to learn and read about the Time to SLA platform. That’s why we wanted to answer some of the most frequently asked questions on one page. If you think we’re missing any critical tips, let us know by getting in touch with us.

Answers to questions we’re often asked:

1. Where is the EULA?

Please refer to the EULA provided by Appfire.

2. Can I get a demo for my team?

Of course! You can request a free demo through our support portal.

3. Does Time to SLA Cloud have a free trial?

Yes, you can use TTS Cloud free of charge for 30 days. Check out our Atlassian Marketplace listing to get started.

4. How does Cloud app pricing work?

Cloud apps are sold as a monthly or annual subscription. You are eligible for support and automatic version updates as long as your subscription is active.

When your subscription renews each month, you are automatically billed for apps based on the number of users in your instance.

If app pricing changes after your initial purchase, there's a 60-day grandfathering period during which you can renew based on the old pricing.

5. How do I determine my Cloud pricing?

Apps are billed based on the number of users in your Atlassian product. Jira Cloud apps are priced based on the maximum number of users of the Jira products on your instance. For example, if you have Jira Software (50 users) and Jira Service Management (10 agents) in the same instance, you pay the 50-user price for apps.

Note: While this app has features specific to Jira Service Management and Jira Software, the app is technically available across the whole Jira instance. Therefore, the above guidelines for licensing across maximum number of users still apply.

The pricing structure for cloud apps is as follows:

• Monthly subscriptions with up to 10 Atlassian product users are billed at a flat rate price.

• Monthly subscriptions with more than 10 users are billed per user, starting with the first user.

• Monthly subscriptions with more than 100 users are billed per user. The table above provides example pricing at various user levels.

Depending on the number of users purchased, annual subscriptions may offer a discount. To figure out the exact cost, click here and enter the number of users you have.

6. Do you offer academic, community, or open-source licenses for Cloud apps?

Yes. Academic, community, and open-source licenses are available to qualifying organizations. See Atlassian’s Purchasing & Licensing FAQ for more information.

7. Can I extend my free trial?

For cloud apps, you cannot extend your free evaluation period. All cloud apps are immediately subscribed by a user, and we provide a free evaluation period. This is a minimum of 30 days and ends on the second billing cycle after you first subscribe to the app.

8. Can I get a refund?

Yes, within 30 days. You can get in touch with our support team to file a request.

9. I have 100 Jira users, but only 30 of them will use Time to SLA. Can I pay for only 30 users?

The Jira user count should match the TTS user count. The pricing is always calculated based on the number of Jira users.

10. I'm migrating to Cloud from server. Do you support dual licensing?

Yes, we do support dual licensing as outlined here. If you have any issues with applying for the dual license with Atlassian, please feel free to reach out to us.

11. Is Time to SLA Cloud Fortified?

It is! Check out the Cloud Fortified criteria Time to SLA meets below:

12. What is your privacy policy?

Atlassian's privacy policy is not applicable to the use of Time to SLA. Please refer to the privacy policy provided by Appfire.

13. Are you SOC2 compliant?

Time to SLA is not SOC2 compliant.

14. What data does Time to SLA collect from my Jira instance? Where is the information stored?

The “INFORMATION WE COLLECT AND RECEIVE” section of Appfire’s privacy policy covers what Time to SLA collects. The data is stored in Ireland.

15. Do you offer compensation?

As per our company policy, we do not offer compensation. This policy is in place to ensure fairness and consistency for all of our customers.

16. I’m getting a “Something’s gone wrong: Our team has been notified. If the problem persists, please contact Atlassian Support.” error. How can I fix this?

Here are some things you can try to fix this problem:

• Uninstall the addon and then reinstall it. It is important to note that unsubscribing only affects billing and none of your data will be deleted. Wait a few moments for TTS to restart.

• Clear the browser cache or load TTS in incognito mode.

• Try using a different browser in incognito mode.

• Try loading the TTS on a completely different computer and network. You can use a personal hotspot.

• Ensure that the project role atlassian-addons-project-access has all project permissions and that the group atlassian-addons-admin has all global permissions. Global permissions should include:

   Browse users and groups
   Share dashboards and filters

• In addition, if possible, have at least one of the three groups (administrators, jira-administrators, and site-admins) for all global permissions.