FAQ: Time to SLA for Jira Cloud

This page is about Time to SLA for Jira Cloud. Using Jira On-Prem? Click the On-Prem button above.

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.

🎯 On this page:

Where is the EULA?

Can I get a demo for my team? Do you offer a free trial? If yes, can I extend my free trial?

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.

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.

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. 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 maximum number of users still apply.

Can I get a refund?

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

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

Is Time to SLA Cloud Fortified?

What is your privacy policy?

Are you SOC2 compliant?

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

Do you offer compensation?

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?

I'm encountering a '307 Temporary Redirect' issue while using Time to SLA Cloud with my VPN. How can I resolve this problem?

How long do users have to retrieve their data after uninstalling the app, and what happens if they reinstall the app after 6 months?

What happens to my SLA data if I uninstall Time to SLA?

How can I uninstall Time to SLA for Jira Cloud?