FAQ: Time to SLA for Jira

Please refer to the EULA provided by Appfire.

Of course! You can request a free demo through our support portal. You can use TTS for Jira free for 30 days. Check out our Atlassian Marketplace listing to get started.

Time to SLA Server is free for 30 days for teams of all sizes. For detailed prices, check out our Atlassian Marketplace listing.

Server products and apps are hosted on your servers. This app is sold as a perpetual license, and the purchase price includes 12 months of maintenance (support and version updates).

You can renew maintenance after 12 months at 50% of the current purchase price. You can upgrade the tier of your Atlassian product and app licenses at any time. Upgrade prices are calculated based on Atlassian's formula (view example).

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.

Apps are billed based on the number of users in your Atlassian product.

For Jira 7.0 or later, the app tier should match the maximum tier of the licensed Jira products on your instance. For example, if you're running Jira Software (500 users) and Jira Service Management (25 agents) on the same instance, you should purchase the 500-user tier for apps.

For versions of Jira prior to 7.0, the app tier should match the licensed user tier for Jira. Even if fewer users want to use the app than your Jira license, the two licenses should match exactly.

Note: While Time to SLA for Server 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 the license tier still apply.

Yes, this app has a Data Center approved version. If you're using a Data Center product, you should install the Data Center version of the app.

Because this app has a Data Center approved version, you should purchase a Data Center license for the app. If you already own a server license for this app, you can continue using the server license in your Data Center product for a limited period of time.

For Server apps, academic licenses are available at a 50% discount if you have an academic license for your Atlassian product. Community and open-source licenses are available for Server apps.

For Server apps, you can extend your app trial up to 5 times - in other words, for up to six months. Extend your trial by generating a new evaluation license key from Atlassian Marketplace.

• Click Try it free and you'll be directed to generate a new license.

• Paste this license key into the app listing in UPM from your Atlassian product, and you're all set.

If you own a legacy Jira Server Unlimited (100+ users) or Confluence Server Unlimited (2000+ users) license purchased in 2012 or earlier, legacy app pricing is no longer available. You have two options for app purchasing:

• Purchase the app at the non-legacy Unlimited (10,000+ users) tier.

• Renew your Jira or Confluence license at a non-legacy tier, then purchase the app at the same tier.

Time to SLA Data Center is free for 30 days for teams of all sizes. For detailed prices, check out our Atlassian Marketplace listing.

Data Center apps are sold as an annual subscription. You are eligible for support and version updates as long as your subscription is active. 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.

Apps are billed based on the number of users in your Atlassian product.

For Jira 7.0 or later, the app tier should match the maximum tier of the licensed Jira products on your instance. For example, if you're running Jira Software (500 users) and Jira Service Management (25 agents) on the same instance, you should purchase the 500-user tier for apps.

For versions of Jira prior to 7.0, the app tier should match the licensed user tier for Jira. Even if fewer users want to use the app than your Jira license, the two licenses should match exactly.

Note: While Time to SLA for Data Center 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 the license tier still apply.

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

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.

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

Time to SLA is not SOC2 compliant.

Yes! Unlike JSM SLAs that work only in Jira Service Management, TTS SLAs work in Jira Core, Jira Service Management, Jira Service, and all other Jira platforms.

This happens when Time to SLA for Jira Data Center is running on a version earlier than 11.5.0. From version 11.5.0, Time to SLA uses Forge-based migration support. Versions below this do not register with the Jira Cloud Migration Assistant (JCMA), so the app cannot receive migration notifications and does not appear as migratable.

Open

How to fix this

1. Upgrade Time to SLA to version 11.5.0 or later.

2. Restart the Jira Cloud Migration Assistant.

Time to SLA cannot release new versions for Jira versions that Atlassian has marked as End of Support (EOS).

Cloud migration support in Time to SLA is Forge-based, and Forge capabilities are only available on Jira versions that are still supported by Atlassian. As a result, the Time to SLA version required for migration (v11.5.0 or later) is not compatible with Jira versions that have reached end of support.

This limitation is based on Atlassian’s support policy, not on the migration process itself.

You can review Atlassian’s supported Jira versions here.