FAQ: Time to SLA for Jira Cloud

Please refer to the EULA provided by Appfire.

Of course! You can request a free demo through our support portal, and you can use TTS Cloud free of charge for 30 days. Check out our Atlassian Marketplace listing to get started. For Cloud apps, you cannot extend your free evaluation period. All cloud apps are immediately subscribed to 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.

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

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. To figure out the exact cost, click here and enter the number of users you have.

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. 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 the maximum number of users 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.

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

Open

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 SOC2 compliant.

The “INFORMATION WE COLLECT AND RECEIVE” section of Appfire’s privacy policy covers what Time to SLA collects. Like all apps, we maintain data on our own servers, separate from the Atlassian Cloud. We only retain work item/user/group ID values. Access to this customer data is protected through JWT token verification, and database access is limited to system administrators. Additionally, the data is stored in an encrypted format. We utilize AWS servers for this purpose, with the data being stored in Ireland.

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.

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.

When a user encounters a "307 Temporary Redirect" response, it usually indicates that the server is sending this status code as an instruction to fetch a different URL with the same method that was used in the original request. This can occur for various reasons, but when it’s related to the use of a VPN, manually configuring the VPN or DNS settings to accommodate Appfire app URLs can often resolve the problem, especially if the issue is related to DNS resolution or specific traffic routing when the VPN is active.

Solution:

Context: Sometimes, the VPN might use its own DNS servers, which could lead to resolution issues, especially when Appfire app URLs are not properly resolved by the VPN’s DNS.

Recommendation: Time to SLA Cloud utilizes Amazon Route 53 for its DNS services. If you are using private VPN servers set up by your system or network team, the DNS resolver associated with that VPN may not be configured to properly resolve domains hosted on Amazon Route 53. Please reach out to your network team regarding this issue and inform them that they need to adjust the DNS resolver settings for ‘snapbytesapps.com’.

Consideration: Keep in mind that changing DNS settings can affect how all domains are resolved, not just Appfire app URLs. Ensure that any changes don’t adversely affect other applications or services you might be using.

If users uninstall the app, they can retrieve their existing data within 6 months. However, if they reinstall the app after 6 months, they will not be able to access their previous data.

If Time to SLA is uninstalled, the data remains protected for 90 days. Reinstalling the application within this time frame allows users to regain access to their current calendars, SLAs, and other associated data.

Log in to Jira and open Manage your apps from the Apps menu. Click Stop Trial and the Unsubscribe from app pop-up will appear. Click Unsubscribe, and then you’ll be able to click Uninstall. This will remove Time to SLA from your Jira Cloud. The SLA configurations will be preserved even if you uninstall or disable the Time to SLA plugin. However, as a good measure, we recommend that you export your SLAs and calendars beforehand to avoid losing any data.

Yes. Time to SLA is fully compatible with Atlassian’s Cloud Site Rename feature. Renaming your site can help you strengthen your brand identity by using a domain that reflects your organization and simplify navigation by making it easier for teams to identify the right site.

You can safely rename your Atlassian Cloud site (for example, from companyname.atlassian.net to yourbrand.atlassian.net) without affecting Time to SLA functionality.

Your SLAs, configurations, and data will remain intact, and the app will continue to work seamlessly after the change.

For more details on how Cloud Site Rename works, see Atlassian’s official documentation.