Service level agreement
Our support commitment, in writing.
Layercell is a small team. We build and run our own applications, and we answer our own support during working hours, rather than through a call centre or a chatbot. This page sets out the commitments we make to anyone who installs our software, and the terms that sit behind them.
Last updated 25 September 2026.
Availability and response
Service availability
We target 99% monthly availability for the application. That excludes outages of Atlassian's own platform, and any scheduled maintenance that we announce in advance.
Target response time
We aim to first respond to technical and billing enquiries within 2 business days (48 business hours), measured in UK working hours. This is a target, not a contractually guaranteed SLA with service credits.
Security and critical defects
Reports of a vulnerability, or of a defect that loses data or locks your whole site out, are triaged first: we acknowledge them within 24 hours and work them ahead of routine support.
Time zone
All hours and response targets are measured in Europe/London: GMT in winter, BST in summer.
Hours of operation
Working hours
Monday to Friday, 09:00 to 17:00, Europe/London.
Days of operation
Five days a week, Monday to Friday. We do not staff support on weekends.
Closed days
We are closed for UK bank holidays, and on 25 September each year.
What this does not cover
We are a small team. Support is answered during the hours above by the people who build and maintain the software. There is no on-call rota, no overnight coverage and no offshore queue, and we do not staff the weekend.
Purchasing, billing, refunds, tax and invoicing for our applications are handled by Atlassian Marketplace, which is the merchant of record for those transactions. This agreement covers our support and maintenance of the software, not the purchase. The purchase is governed by the Atlassian Customer Agreement, the Atlassian Marketplace Terms of Use and the applicable Standard End User Licence Agreement.
The availability of Atlassian's own platform, including Forge and the surrounding infrastructure, is Atlassian's responsibility rather than ours. We do not offer service credits or other financial penalties for a missed response target.
The legal terms
Who you are contracting with
Layercell Ltd is a company registered in England and Wales, company number 17363808. Registered office: 111 Upper Grosvenor Road, Royal Tunbridge Wells, TN1 2EA.
Governing law
This agreement, and any dispute or claim arising out of it, including non-contractual disputes or claims, is governed by, and construed in accordance with, the law of England and Wales.
Jurisdiction
Each party submits to the exclusive jurisdiction of the courts of England and Wales.
Your statutory rights
Nothing in this agreement excludes or limits our liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited. Where you are a consumer, your statutory rights under the Consumer Rights Act 2015 are preserved in full.
Changes to this agreement
We may revise these commitments as our coverage changes. Material changes are published on this page with a new date before they take effect.
Questions about this agreement?
Write to us directly at the support address, and a member of the team who builds the software will reply.