Consistent ticket quality at every workflow stage

Request a Demo

Embank Clarity — Service Level Agreement (SLA)

Last Updated: [Insert Date]
Applies To: Embank Clarity for Jira Cloud (Forge App)

1. Service Overview

Embank Clarity is an AI-powered Jira Cloud app that reviews ticket quality and posts structured feedback directly within Jira.

The service consists of:

  1. Atlassian Forge App (hosted on Atlassian infrastructure)

  2. Licensing API (hosted on AWS)

  3. Stripe subscription infrastructure

  4. Customer-provided LLM integration (BYOK — OpenAI, Anthropic, or AWS Bedrock)

2. Service Availability

2.1 Target Availability

We target:

99% monthly uptime
(excluding scheduled maintenance and third-party outages)

Availability applies to:

  • License validation endpoint

  • AI review trigger processing

  • Settings panel access

Because Embank Clarity runs on Atlassian Forge, core execution depends on:

  • Atlassian Cloud infrastructure

  • Jira Cloud availability

  • Customer LLM provider availability

Downtime caused by Atlassian, AWS, Stripe, or customer LLM providers is excluded from SLA calculations.

3. Support Scope

3.1 Included Support (All Paid Plans)

  • Installation support

  • Configuration guidance

  • API key troubleshooting

  • License/subscription issues

  • Bug investigation

  • Stripe billing support

Support channel:

📧 support@embankai.com
🌐 https://embankai.com/contact

4. Support Hours

Monday – Friday
09:00 – 17:00 CET (Central European Time)
Excluding public holidays in Spain.

Critical issues may be addressed outside hours at our discretion.

5. Response Time Targets

Severity Definition Initial Response
Critical App completely non-functional for all projects ≤ 4 business hours
High Major functionality impaired ≤ 1 business day
Medium Partial functionality issue ≤ 2 business days
Low Questions, minor UI issues ≤ 3 business days

Response time = acknowledgement, not resolution.

6. Resolution Targets

Resolution times vary based on issue complexity. Target ranges:

Severity Target Resolution
Critical 1–3 business days
High 2–5 business days
Medium 5–10 business days
Low Scheduled in next minor release

Some issues may require coordination with:

  • Atlassian

  • AWS

  • Stripe

  • LLM providers (OpenAI, Anthropic, AWS Bedrock)

Those dependencies may extend resolution timelines.

7. AI & Third-Party Dependencies

Embank Clarity uses a Bring Your Own API Key (BYOK) model.

We do not guarantee availability or performance of:

  • OpenAI APIs

  • Anthropic APIs

  • AWS Bedrock

  • Stripe

  • Atlassian Forge runtime

LLM inference performance (2–5 seconds typical) is dependent on the customer’s provider.

If a customer’s API key is invalid, rate-limited, or suspended, reviews may fail.

8. Maintenance

Scheduled maintenance:

  • Performed outside standard support hours where possible

  • Advance notice provided via email when practical

Emergency maintenance may occur without notice to preserve service integrity.

9. Data Handling & Storage

Embank Clarity:

  • Does not store Jira ticket content

  • Processes ticket data in-memory for review

  • Stores only:

    • Installation ID

    • Subscription metadata

    • Enabled projects

    • Encrypted API key configuration

Upon account deletion:

  • Subscription is cancelled

  • License data is deleted

  • Stored configuration is permanently removed

Deletion occurs within 24 hours.

10. Subscription & Billing

Billing is handled via Stripe.

If payment fails:

We no longer use stripe, its using Atlassian biling

Good. That simplifies your compliance posture and makes Atlassian happier.

You should not reference Stripe at all in the SLA anymore. Atlassian Marketplace billing shifts responsibility and reduces perceived vendor risk.

Below is a revised Marketplace-aligned SLA page for Embank Clarity using Atlassian billing only.

You can paste this directly into Divi.

Embank Clarity — Service Level Agreement (SLA)

Last Updated: [Insert Date]
Applies To: Embank Clarity for Jira Cloud (Forge App)
Billing Model: Atlassian Marketplace Billing

1. Service Overview

Embank Clarity is an AI-powered Jira Cloud application built on Atlassian Forge.

The service consists of:

  • Forge App runtime (hosted on Atlassian infrastructure)

  • Licensing validation via Atlassian Marketplace

  • Configuration storage within Forge

  • Customer-provided LLM integration (BYOK — OpenAI, Anthropic, AWS Bedrock)

Embank Clarity does not operate its own payment processor. All billing is handled exclusively through Atlassian Marketplace.

2. Service Availability

2.1 Target Availability

We target:

99% monthly uptime

This applies to:

  • Ticket review triggers

  • Manual /clarity review execution

  • Settings panel access

  • License validation via Atlassian APIs

Because the app runs entirely on Atlassian Forge, availability is dependent on:

  • Jira Cloud availability

  • Atlassian Forge platform uptime

  • Customer LLM provider availability

Downtime caused by Atlassian infrastructure or third-party AI providers is excluded from SLA calculations.

3. Billing & Licensing

Embank Clarity uses Atlassian Marketplace licensing.

  • Subscriptions are purchased and managed through Atlassian.

  • License state is determined via Atlassian’s licensing APIs.

  • Payment processing is handled by Atlassian.

If a license becomes inactive:

  • The app will stop processing AI reviews.

  • Functionality will resume automatically when the license is restored.

Billing disputes, refunds, and subscription changes are governed by Atlassian Marketplace terms.

4. Support Scope

All plans include:

  • Installation support

  • Configuration assistance

  • AI provider integration troubleshooting

  • License state clarification

  • Bug investigation

  • Performance troubleshooting

Support channel:

📧 support@embankai.com
🌐 https://embankai.com/contact

5. Support Hours

Monday – Friday
09:00 – 17:00 CET
Excluding Spanish public holidays.

Critical issues may be addressed outside these hours at our discretion.

6. Response Time Targets

Severity Definition Initial Response
Critical App non-functional across all enabled projects ≤ 4 business hours
High Major functionality degraded ≤ 1 business day
Medium Partial functionality issue ≤ 2 business days
Low Minor issue or general question ≤ 3 business days

Response time refers to acknowledgement, not resolution.

7. Resolution Targets

Resolution timelines depend on complexity and dependency factors.

Severity Target Resolution
Critical 1–3 business days
High 2–5 business days
Medium 5–10 business days
Low Scheduled in next minor release

Some issues may require coordination with:

  • Atlassian

  • OpenAI

  • Anthropic

  • AWS Bedrock

These external dependencies may affect timelines.

8. AI & Third-Party Dependencies

Embank Clarity operates using a Bring Your Own API Key (BYOK) model.

We do not guarantee:

  • Availability of OpenAI services

  • Availability of Anthropic services

  • Availability of AWS Bedrock

  • Customer API key validity

  • LLM response latency

If a customer’s API key is invalid, rate-limited, or suspended, AI reviews may fail until corrected.

9. Maintenance

Scheduled maintenance:

  • Performed outside core business hours where possible

  • May include feature upgrades or bug fixes

Emergency maintenance may occur without prior notice if required for stability or security.

10. Data Handling

Embank Clarity:

  • Does not store Jira ticket content

  • Processes ticket data transiently for review

  • Stores only configuration and license-related metadata

Data stored:

  • Installation ID

  • Enabled project identifiers

  • Review rule configuration

  • Encrypted LLM API credentials

Upon app uninstall:

  • Configuration data is deleted

  • No ticket data remains stored

11. Security

  • Runs on Atlassian Forge (server-side execution)

  • All data in transit encrypted via HTTPS (TLS 1.2+)

  • Configuration data encrypted at rest via Forge storage

  • No ticket content retained

  • No cross-tenant data sharing

12. Limitations of Liability

Service availability is subject to:

  • Atlassian infrastructure performance

  • Customer Jira configuration

  • Customer LLM provider availability

Embank Clarity provides automated AI-generated guidance. Feedback accuracy is not guaranteed and should not replace human review.

13. Contact

For support inquiries:

📧 support@embankai.com
Company: KDDLC AI Solutions SL
Website: https://embankai.com