Service Level Agreement
Effective date: April 14, 2026
Scope
This Service Level Agreement (SLA) applies to all IK Lab products, including CasePilot, BugPilot, StoryPilot, and QualityPilot, distributed through the Atlassian Marketplace, VS Code Marketplace, and iklab.dev.
Service Availability
IK Lab targets 99.5% uptime for all cloud-hosted services (API endpoints, AI processing). Scheduled maintenance windows are announced at least 24 hours in advance via the support email list.
Support Hours
| Hours of Operation | Monday – Friday, 9:00 – 18:00 EET (UTC+2) |
| Time Zone | Eastern European Time (EET / UTC+2) |
| Support Email | [email protected] |
Target Response Times
| Priority | Description | Response |
|---|---|---|
| Critical | Service completely unavailable | 12 hours |
| High | Major feature broken, no workaround | 24 hours |
| Normal | General questions, minor issues | 48 hours |
| Low | Feature requests, enhancements | 5 business days |
Incident Management
Incidents are triaged upon receipt and prioritized based on severity and user impact. Updates are provided via email until the issue is resolved. Post-incident summaries are shared for critical issues upon request.
Data Processing
All data processing complies with our Privacy Policy. User Story content sent for AI processing is not stored after the response is generated. No personal data is shared with third parties except as required for service operation (OpenAI for AI processing, Stripe for billing).
Contact
For support inquiries: [email protected]
For full support options: iklab.dev/support