Clarento — Service Level Agreement (SLA)
Effective Date: March 2026 Provider: Norda (norda.is) Product: Clarento — Digital Asset Manager for Atlassian Jira & Confluence
1. Agreement Overview
This Service Level Agreement ("SLA") defines the service commitments Norda provides to customers of Clarento, a cloud-hosted digital asset management application that runs on Atlassian Forge.
| Item | Commitment |
|---|---|
| Monthly Uptime Target | 99.9% |
| Planned Maintenance Window | Saturdays 02:00–06:00 UTC |
| Support Hours | Monday–Friday, 09:00–17:00 GMT |
| Support Channels | Email (support@norda.is) |
| Incident Response (Critical) | 4 hours |
| Incident Response (Standard) | 1 business day |
2. Service Scope
Covered
- The Clarento application as deployed on Atlassian Forge
- Asset upload, storage, retrieval, and management features
- Collections, brand portal, and search functionality
- Confluence macro and Jira issue action integrations
- AI-powered tagging and OCR features
Not Covered
- Atlassian platform availability (Jira, Confluence, Forge runtime) — governed by Atlassian's own SLA
- Third-party storage provider availability (Supabase) — governed by Supabase's SLA
- Customer-side issues (network, browser, local configuration)
- Beta or preview features
- Free/unpaid plans (if applicable)
3. Uptime & Availability
3.1 Uptime Definition
"Uptime" is measured as the percentage of time the Clarento application is available and operational during a calendar month, excluding Scheduled Maintenance and Exclusions.
Monthly Uptime % = ((Total Minutes − Downtime Minutes) / Total Minutes) × 100
3.2 Uptime Target
Norda targets 99.9% monthly uptime for the Clarento application. This equates to no more than approximately 43 minutes of unplanned downtime per month.
3.3 Scheduled Maintenance
Planned maintenance will be performed during the maintenance window (Saturdays 02:00–06:00 UTC) whenever possible. Customers will be notified at least 48 hours in advance for scheduled maintenance. Scheduled maintenance is excluded from downtime calculations.
4. Support & Incident Management
4.1 Support Hours
Support is available Monday through Friday, 09:00–17:00 GMT, excluding Icelandic public holidays.
4.2 Support Channels
- Email: support@norda.is
- In-app: Via the Atlassian Marketplace listing support link
4.3 Incident Priority Levels
| Priority | Definition | Response Time | Resolution Target |
|---|---|---|---|
| P1 — Critical | Service completely unavailable; all users affected | 4 hours | 8 hours |
| P2 — Major | Core feature unavailable; significant impact on users | 8 hours | 24 hours |
| P3 — Minor | Non-critical feature issue; workaround available | 1 business day | 5 business days |
| P4 — Low | Minor cosmetic issue, feature request, or question | 2 business days | Best effort |
Response times are measured during support hours only.
4.4 Escalation
If an issue is not resolved within the target timeframe, customers may escalate by replying to the support thread with "ESCALATION" in the subject line, or by contacting orri@norda.is directly.
5. Customer Responsibilities
To receive support and for the SLA to apply, the customer must:
- Use a supported, up-to-date web browser (Chrome, Firefox, Safari, Edge)
- Maintain a valid Atlassian Cloud subscription with Jira and/or Confluence
- Provide accurate and timely information when reporting issues
- Designate at least one admin contact for communication
- Maintain their own Supabase storage configuration (if self-hosted storage is used)
6. Service Credits
6.1 Eligibility
If Clarento's monthly uptime falls below 99.9% in any calendar month, affected customers on paid plans are eligible for service credits.
6.2 Credit Schedule
| Monthly Uptime | Credit (% of monthly fee) |
|---|---|
| 99.0% – 99.9% | 10% |
| 95.0% – 99.0% | 25% |
| Below 95.0% | 50% |
6.3 Credit Terms
- Credits must be requested within 30 days of the incident
- Credits are applied to future invoices and are not refundable as cash
- Credits are capped at 50% of the monthly subscription fee
- Credits are the sole and exclusive monetary remedy for downtime
7. Exclusions
This SLA does not apply to downtime caused by:
- Atlassian platform outages — Forge runtime, Jira, or Confluence unavailability
- Third-party service outages — Supabase, Anthropic API, or other external providers
- Force majeure — natural disasters, war, government action, pandemic
- Customer actions — misconfiguration, unauthorized modifications, exceeding usage limits
- Scheduled maintenance — within the announced maintenance window
- Network issues — outside Norda's control (ISP outages, DNS failures)
- Beta or preview features — features explicitly marked as beta or experimental
8. Data Security
- All data in transit is encrypted via TLS/HTTPS
- Asset metadata is stored in Supabase PostgreSQL (encrypted at rest)
- Supabase storage credentials are stored in Atlassian Forge KVS (encrypted at rest)
- No customer data is stored on Norda's own infrastructure
- AI features (tagging, OCR) send image data to Anthropic's API for processing — images are not retained by Anthropic per their data policy
- Norda will notify affected customers within 72 hours of discovering a data breach
9. Data Residency & Processing
| Data Type | Location | Provider |
|---|---|---|
| App configuration | Atlassian Cloud (customer's region) | Atlassian Forge KVS |
| Asset metadata | Supabase (customer-configured region) | Supabase |
| Asset files | Supabase Storage (customer-configured region) | Supabase |
| AI processing | US (Anthropic API) | Anthropic |
10. Termination & Data Deletion
- Customers may discontinue use of Clarento at any time by uninstalling the app
- Upon uninstallation, Forge KVS data is automatically deleted by Atlassian
- Supabase-hosted data (files and metadata) remains in the customer's own Supabase project and is managed by the customer
- Customers may request complete data deletion by contacting support@norda.is
11. SLA Modifications
Norda reserves the right to modify this SLA with 30 days' written notice. Continued use of Clarento after the notice period constitutes acceptance of the updated terms. Material changes that reduce service commitments will not apply retroactively to existing incidents.
12. Contact
| Support Email | support@norda.is |
| Escalation Contact | orri@norda.is |
| Website | norda.is |
| Marketplace Listing | Atlassian Marketplace |
Last updated: March 2026