Canonical language: English.
SLA en español (traducción informativa).
In case of discrepancy, the English version prevails.
Version: 1 (Free Beta) ·
Related documents: Privacy Policy · Terms of Service · DPA
TL;DR (informational, not binding)
- Free Beta means best-effort service — no uptime guarantee, no service credits.
- Support response targets: 1 business day (general), 4 business hours (Beta-flagged), 4 hours (security/critical 24/7).
- Maintenance: we may change, deploy, or suspend the Service without prior notice during Beta. Material changes are announced post-hoc.
- Channels: support@humansys.ai for everything; +52 55 3233 2032 for 24/7 critical only.
- Paid tiers (post-beta) will offer stronger commitments — this document covers the Free Beta only.
Scope
This Service Level Agreement ("SLA") describes the support targets and operational commitments that HumanSys S.C. ("HumanSys", "we") provides for RaiSE for Jira (the "Service") during the Free Beta period.
This SLA applies to all Customers using the Service under the Free Beta tier. It is informational and does not modify the warranty, liability, or remedy provisions of the Terms of Service (which govern the legal relationship). Where this SLA conflicts with the TOS, the TOS prevails.
When RaiSE for Jira moves to a paid tier, a separate SLA with stronger commitments will apply to paid customers; this Free Beta SLA will continue to apply to any remaining Free tier.
Service availability
- Target uptime: none (Free Beta).
- Best-effort goal: ≥99.0% monthly uptime measured on the
/healthzendpoint ofraise-server.fly.dev, excluding scheduled maintenance and exclusions in §8. - No service credits are offered for downtime during the Free Beta.
- HumanSys may instrument and publish uptime metrics post-launch; the absence of such metrics does not change the Free Beta posture.
Support channels
| Channel | Purpose | Address |
|---|---|---|
| Email — primary | All support requests, bug reports, feature feedback, billing questions | support@humansys.ai |
| Phone — 24/7 critical only | Security incidents, suspected data breaches, total outage affecting your Jira workflow | +52 55 3233 2032 |
| Privacy / data-subject requests | GDPR / LFPDPPP rights, deletion, export | privacy@humansys.ai |
The phone line is not for general support. Please use email for all non-critical questions; phone calls about non-critical matters may be redirected to email.
Severity levels
When you contact support, please indicate the severity. If unclear we will classify on best judgment.
| Severity | Definition | Examples |
|---|---|---|
| S1 — Critical | Service unavailable, data loss suspected, or security incident affecting production data | RaiSE Console returns 5xx for >15 min · suspected unauthorized access · cross-tenant leak |
| S2 — Major | Significant feature broken, no workaround | Coach agent stops responding · custom field stops updating across the project |
| S3 — Minor | Feature degraded, workaround exists | Slow dashboard load · individual issue assessment fails but others succeed |
| S4 — Question / enhancement | Usage question, documentation gap, feature request | "How do I read the score?" · feature feedback |
Response time targets (Free Beta)
These are target times for the first substantive response, not for resolution. Times are measured in business hours: Mon–Fri 09:00–18:00 (UTC−6, Mexico City), excluding Mexican federal holidays. The 24/7 path applies only to S1.
| Severity | First response target | Channel |
|---|---|---|
| S1 — Critical | 4 hours, 24/7 | Phone (preferred) or support@humansys.ai with [CRITICAL] in subject |
| S2 — Major (Beta-flagged customers) | 4 business hours | support@humansys.ai |
| S2 — Major (general) | 1 business day | support@humansys.ai |
| S3 — Minor | 2 business days | support@humansys.ai |
| S4 — Question / enhancement | 3 business days | support@humansys.ai |
"Beta-flagged" Customers are Customers explicitly invited to the priority Beta cohort by HumanSys. Public Free installs default to general targets above.
Resolution targets
- No resolution time guarantee during Free Beta.
- Best-effort commitments:
- S1: continuous work until mitigated or root-caused.
- S2: investigation begins same business day as classification, status update at least every 2 business days until closed.
- S3 / S4: prioritized in next maintenance window or quarterly roadmap planning, whichever applies.
- HumanSys may close S3 / S4 tickets after 30 days of customer inactivity. Reopen by replying to the same thread.
Maintenance and changes
- HumanSys may deploy, modify, suspend, or remove features without prior notice during the Free Beta.
- Scheduled maintenance windows: Sundays 02:00–06:00 UTC−6 (Mexico City). HumanSys aims to limit user-visible interruptions during these windows. No advance notice is sent.
- Material changes (breaking API changes, scope additions, sub-processor changes) follow the 30-day notice procedures described in the Privacy Policy (§5 sub-processor changes) and Terms of Service (§13 changes).
Exclusions
The targets above do not apply when an issue is caused by:
- Force majeure (natural disasters, internet backbone outages, government action).
- Atlassian Cloud / Forge platform outages (track via status.atlassian.com).
- Fly.io platform outages outside the
laxregion or affecting the platform globally (track via status.flyio.net). - Customer-side configuration errors, including BYOK provider misconfiguration.
- Customer use of the Service outside the documented scope (e.g., processing special-category data without prior agreement).
- Issues introduced by Customer modifications to the Service or to data outside the documented integration patterns.
- Disruptions during scheduled maintenance windows.
Service credits
None during Free Beta. Credits and remedies, if introduced, will apply only to paid tiers under a separate SLA.
Escalation
If a Customer believes a target is being missed:
- Reply on the existing support thread with
[ESCALATE]in the subject, including ticket reference. - If no response within the next applicable response target, contact the escalation path: hello@humansys.ai with reference to the original ticket.
- Escalations are reviewed by the HumanSys engineering lead within 1 business day.
Term and changes
- This SLA applies for as long as the Customer uses the Service under the Free Beta tier.
- HumanSys may update this SLA. The current version, with effective date, is published at
https://sistemashumanos.com/sla. - Changes that materially reduce a Customer's targets will be communicated 30 days in advance via the same channels described in the Privacy Policy.
Contact
- Support (general): support@humansys.ai
- Critical / 24/7: +52 55 3233 2032
- Privacy: privacy@humansys.ai
- Escalation: hello@humansys.ai
- Postal: HumanSys S.C., San Francisco 238 Altos, Col. del Valle, Benito Juárez, CDMX 03100, México
Acuerdo de Nivel de Servicio (español — informativo)
La versión en inglés es la canónica. Esta traducción se ofrece con fines informativos. En caso de discrepancia, prevalece el texto en inglés.
1. Alcance
Este SLA describe los objetivos de soporte y compromisos operacionales que HumanSys S.C. provee para RaiSE for Jira durante la Beta Gratuita. Aplica a todos los Clientes en este tier. Es informativo y no modifica las cláusulas de garantía, responsabilidad o remedios de los Términos del Servicio. En conflicto, prevalecen los TOS.
2. Disponibilidad del servicio
- Uptime garantizado: ninguno (Free Beta).
- Meta best-effort: ≥99.0% mensual sobre
/healthzderaise-server.fly.dev, excluyendo mantenimiento y exclusiones del §8. - Sin créditos de servicio durante la Beta.
3. Canales de soporte
Email primario: support@humansys.ai (todo soporte, bugs,
feedback, facturación).
Teléfono — solo 24/7 críticos: +52 55 3233 2032 (incidentes de seguridad, brecha
sospechada, outage total).
Privacidad / derechos del titular: privacy@humansys.ai.
El teléfono no es para soporte general. Llamadas no críticas se redirigen a email.
4. Niveles de severidad
S1 Crítica · servicio caído, pérdida de datos sospechada, o incidente de
seguridad en producción.
S2 Mayor · funcionalidad importante rota, sin workaround.
S3 Menor · funcionalidad degradada, workaround disponible.
S4 Pregunta / mejora · uso, documentación, feature request.
5. Primera respuesta objetivo (Beta)
Medidos en horario hábil Lun–Vie 09:00–18:00 UTC−6 CDMX, excluyendo festivos federales mexicanos. 24/7 aplica solo a S1.
- S1 Crítica: 4 horas, 24/7 — teléfono preferido o email con
[CRITICAL]. - S2 Mayor (Beta-flagged): 4 horas hábiles.
- S2 Mayor (general): 1 día hábil.
- S3 Menor: 2 días hábiles.
- S4 Pregunta: 3 días hábiles.
6. Resolución
Sin garantía de tiempo de resolución durante Beta. Best-effort: S1 trabajo continuo; S2 update cada 2 días hábiles; S3/S4 priorizado en próxima ventana o roadmap trimestral. Tickets S3/S4 pueden cerrarse tras 30 días sin actividad del cliente.
7. Mantenimiento y cambios
HumanSys puede desplegar, modificar, suspender o remover funcionalidades sin aviso previo durante Beta. Ventanas de mantenimiento programado: Domingos 02:00–06:00 UTC−6 CDMX. Cambios materiales siguen procedimientos de aviso de 30 días del Privacy Policy §5 y TOS §13.
8. Exclusiones
Los objetivos no aplican en fuerza mayor, outages de Atlassian/Forge/Fly.io, errores de configuración del Cliente, BYOK misconfig, uso fuera de scope documentado, modificaciones del Cliente, o mantenimiento programado.
9. Créditos de servicio
Ninguno durante Free Beta. Créditos y remedios, si se introducen, aplicarán solo a tiers de pago bajo SLA separado.
10. Escalación
Responde al thread existente con [ESCALATE] en asunto. Si no hay respuesta dentro del
próximo objetivo aplicable, contacta hello@humansys.ai.
Revisadas por el lead de ingeniería dentro de 1 día hábil.
11. Vigencia y cambios
Aplica mientras el Cliente use el Servicio en tier Free Beta. Cambios que reduzcan materialmente los objetivos se comunican 30 días antes por los mismos canales descritos en la Privacy Policy.
12. Contacto
Soporte general: support@humansys.ai · Crítico 24/7: +52 55 3233 2032 · Privacidad: privacy@humansys.ai · Escalación: hello@humansys.ai · HumanSys S.C., San Francisco 238 Altos, Col. del Valle, Benito Juárez, CDMX 03100, México.