Service Level Agreement (SLA) for Sync Parent Status
This SLA defines the expected timelines and requirements for status synchronization between parent and child issues in the Sync Parent Status Jira app, as well as response times for support tickets.
1. Purpose
The purpose of this SLA is to ensure that changes in the status of a parent issue are synchronized with child items in a timely manner and that all support tickets submitted to Sync Parent Status receive a response within 24 hours.
2. Scope
This SLA applies to:
- Jira Parent-to-Child Status Transitions: Ensures child issues reflect updates made to the parent issue.
- Support Ticket Responses: Ensures all tickets receive an initial response within 24 hours.
3. SLA Timelines
The following timelines apply to status synchronization and ticket responses:
- Parent to Child Status Sync: Child items must be updated within 2 hours after the parent issue’s status changes.
- Ticket Responses: All tickets will receive an initial response within 24 hours of submission.
4. Notifications and Escalations
If SLA criteria are not met, the following actions will occur:
- Automatic Notification: The assigned team member will receive an email alert within 30 minutes after a status update delay or a missed ticket response.
- Escalation: If the issue remains unresolved 4 hours after the breach, it will be escalated to the project manager.
5. Compliance Monitoring
Jira’s automation tools and reporting features will be used to track SLA compliance. Weekly reports will be generated to review SLA adherence and identify areas for improvement.
6. Review and Updates
This SLA will be reviewed quarterly to ensure that it aligns with team and project needs. Updates to this SLA will be communicated to all team members.