Total Care Service Guide

1. Definitions

For the purposes of this Total Care Service Guide (“the Guide”), all capitalized terms shall have the meanings ascribed to them in any document incorporating this Guide, including but not limited to a Statement of Work, Master Services Agreement, or other governing documents.

This Guide is applicable to the following service products, collectively referred to in this Guide as Total Care:

• Total Care on Demand
• Total Care
• Total Care Premium
• Total Care Enterprise

2. Overview

Valiantys’ Total Care managed service is designed to remove the complexity and overhead of Atlassian administration, enabling organizations to focus on what matters most—their core business. Total Care delivers expert-driven support that evolves with your needs, combining responsive assistance, automation-driven optimizations, and proactive governance.

With a team of Atlassian-certified consultants, Total Care ensures your Jira, Confluence, and Bitbucket environments are continuously maintained and enhanced. From routine administrative tasks to strategic guidance, we help your teams stay focused, productive, and aligned with business objectives.

By leveraging Total Care, organizations gain:

• Operational efficiency – Faster, automated workflows that reduce manual overhead.
• Scalability & stability – A reliable system that evolves with your business.
• Risk reduction – Proactive management to prevent issues before they arise.
• Expert-driven transformation – Best practices applied across your Atlassian stack.

More than just system administration, Total Care provides a strategic partnership. Our predictable pricing, flexible service levels, and deep platform expertise enable organizations to maximize the value of their Atlassian investment while minimizing internal burden and technical debt.

3. Scope of Work

3.1 Service Onboarding

The onboarding process is designed to ensure a smooth transition into the Total Care service and to establish alignment between both parties on scope, priorities, and delivery practices.

Key onboarding activities include:

• A kickoff meeting with a customer success manager to review the Statement of Work, delivery model, and success metrics
• Setup of access to the Valiantys ticketing portal for designated Client team members
• Collection and documentation of relevant systems, tools, and environments
• Intake and familiarization for the Valiantys support team, including any walkthroughs
• Definition of standard operating procedures (SOP’s or “golden rules”) and alignment on governance, escalation paths, and rules of engagement
• Review of desired business outcomes to serve as a baseline for continuous improvement

Onboarding is typically completed within the first 2 weeks of service activation, depending on Client responsiveness and complexity of the environment.

3.2 In-Scope Services

Valiantys will provide the following in-scope services, available for consumption through the Reserved Hours purchased by the customer under this agreement. All services will be delivered upon customer request unless explicitly stated otherwise. Customers are responsible for managing their Reserved Hours, and Valiantys will provide services only within the time allocated under this contract.

Services not explicitly listed below but that are substantially similar in nature may also be included, provided they align with the spirit of this agreement and both parties mutually agree to their inclusion within the available Reserved Hours.

Support is delivered via a managed service ticketing portal.

User & Access Management

• Creating, modifying, and deactivating users and groups
• Configuring and managing role-based access control (RBAC) and permission schemes
• Enforcing customer-provided governance rules related to access management, permissions, and standardization policies

Configuration & Optimization

• Creation of new projects, spaces, service desk portals and repositories
• Simple imports of structured data
• Developing, modifying, and maintaining custom workflows, issue types, request types, queues, and SLOs
• Optimizing system performance, including field configurations
• Adjusting and refining global and project-level settings based on customer-defined needs
• Providing recommendations for performance optimization and system stability

Automation & Workflow Management

• Developing, implementing, and managing Jira automation rules, including ROVO
• Configuring and maintaining service queues, SLO triggers, and approval workflows
• Reviewing, debugging, and refining automation scripts as requested
• Conducting periodic reviews of automation rules to ensure efficiency, accuracy, and compliance with best practices

Integrations & Extensions

• Configuring, managing, and troubleshooting integrations with Opsgenie, CI/CD pipelines, authentication systems, e-mail, and third-party applications
• Installing, configuring, and administering Atlassian add-ons and Atlassian marketplace apps as directed and supplied by the customer
• Reviewing installed integrations and add-ons to assess compatibility, security, and performance impact

Reporting & Support

• Creating, maintaining, and modifying dashboards, reports, and Jira query language (JQL) queries
• Diagnosing and resolving system errors, synchronization issues, and access conflicts
• Providing guidance, best practice recommendations, and knowledge-sharing sessions upon request
• Vendor liaison & escalation management with Atlassian support and third-party vendors for platform-related issues requiring vendor engagement.

Governance & Continuous Improvement

• Applying and enforcing customer-defined governance rules to ensure standardization across projects and teams
• Conducting periodic system health checks to proactively identify and mitigate potential risks
• Recommending governance and process improvements based on industry best practices and evolving business needs

Time spent on services will be logged in 15-minute increments, rounded up.  All services will be delivered remotely unless otherwise agreed in writing on a case-by-case basis.

2.2 Non-Reserved Hours Services (Included at No Additional Cost)

The following services are provided proactively as part of the Total Care managed service and do not consume Reserved Hours. These services are designed to enhance customer success, maintain system health, and provide strategic guidance throughout the engagement.

4. Exclusions

The following services are explicitly out of scope for Total Care and are not covered under the Reserved Hours in this agreement. These services are available separately from Valiantys through a separately contracted service offering or under a different Statement of Work.

Professional Services

• Strategic consulting or business analysis beyond the defined support scope
• Complex data migrations, including cross-instance moves or structural consolidations (note: basic imports of structured data may be supported if within standard capabilities)
• Custom development, including for modules, add-ons, or scripts
• Troubleshooting or supporting custom code
• Performance tuning for custom modules, plugins, third-party integrations, or high-traffic environments

Infrastructure & Hosting

• Managed platform or hosting services
• Infrastructure access (e.g., SSH, RDP, or direct database connections)
• Database activities such as query creation, normalization, or index design
• Performance monitoring of infrastructure or database layers
• Penetration testing, compliance except as explicitly contracted

Licensing & Procurement

• Purchase, renewal, or management of Atlassian licenses or Atlassian marketplace apps

Unsupported Apps & Add-ons

• Any plugin or add-on that is not:
  • Compatible with the Atlassian deployment model in use (e.g., Cloud vs. Data Center)
  • Officially supported by the vendor or developer
  • Installed and configured according to the vendor’s published best practices or documentation
• Add-on integrations requiring configuration of third-party applications

Contractual Limitations

• Services that exceed the contracted Reserved Hours without prior approval
• Services not aligned with the Atlassian ecosystem or beyond Valiantys’ supported capabilities

If the customer requires services outside the scope defined in this document, a new or amended Statement of Work or an additional service engagement will be required to authorize such activities.

5. Service Level Objectives (SLO)

Total Care includes defined Service Level Objectives (SLOs) to ensure timely and effective support. These objectives define the maximum elapsed time from when a request or incident is submitted to when a qualified human response is provided by Valiantys. The actual time to resolution may vary depending on the complexity of the request and available Reserved Hours.

Requests are prioritized based on urgency, as outlined below.

The times above are during Business Hours as defined in incorporating documents.

All service requests must be submitted through the designated ticketing system provided by Valiantys. Alternate communication channels may result in delays and are not subject to the SLO timeframes unless otherwise agreed in writing.

6. Change Management Process

Changes to the scope, pricing, or terms of the Total Care service must be agreed upon in writing by both parties before implementation.

All change requests must:

• Be submitted in writing
• Include a clear description of the proposed change
• Be reviewed and approved by both parties
• Be documented through a signed agreement, such as an amended Statement of Work or formal change order

No verbal changes will be considered binding.

7. Client Responsibilities

Successful delivery of the Total Care service depends on active client participation and timely access to relevant systems, information, and stakeholders. The client agrees to the following responsibilities:

Access & Authorization

• Provide Valiantys with the necessary access credentials, permissions, and roles required to deliver services effectively.
• Maintain valid licenses and subscriptions for all Atlassian products and Atlassian marketplace apps included in scope.
• Ensure that access permissions remain current and comply with internal governance policies.

Communication & Collaboration

• Designate one or more primary Points of Contact (POCs) authorized to make decisions, submit requests, and approve work.
• Respond to information requests and inquiries in a timely manner to avoid service delays.
• Participate in onboarding, reviews, or scheduled meetings as reasonably required for service success.

Governance, Security & Data Protection

• Define and share governance rules that Valiantys should follow, including access controls, approval workflows, data protection standards, and security practices.
• Provide documentation or standard operating procedures (SOPs) where required for repeatable or sensitive operations.
• Ensure compliance with applicable data protection regulations and internal security policies when granting access to systems and data.

Environment Management

• Ensure systems in scope are maintained in a supported and secure state (e.g., up-to-date versions, accessible environments).
• Notify Valiantys in advance of major changes to environments that may impact service delivery.

Standard Operating Procedures (SOPs)

As part of the governance framework, the Client may define and provide standard operating procedures (SOPs), also referred to as “golden rules,” to guide the delivery and administration of services under this agreement.

These SOPs may include, but are not limited to:

• Governance and approval processes
• Access control policies for onboarding, offboarding, and role changes applicable to both the Client and Valiantys

Valiantys will provide a template during onboarding to support documentation of these rules. Any mutually agreed-upon SOPs will be documented and followed for the duration of the engagement.

Both parties may propose updates to the SOPs at any time. Changes will require mutual agreement, which shall not be unreasonably withheld.

Ticketing System Interconnection

If the Client requests an integration or interconnection between Valiantys’ ticketing system and the Client’s internal support portal or ticketing platform, Valiantys will assess the request for feasibility and security compliance.

Any approved integration will:

• Be scoped as a custom configuration effort
• Be subject to mutual agreement on approach and security standards
• Consume Reserved Hours during implementation and maintenance

Such integrations are optional, not standard, and will only proceed if both parties confirm compatibility with their respective security policies.

Connectivity and Onboarding Requirements

If virtual private network (VPN) connectivity is required for Valiantys to access the Client’s systems, the Client must provide documentation outlining the installation and configuration process prior to the start of the engagement. The Client remains solely responsible for the maintenance, support, and functional availability of this VPN access.

• Time spent configuring or debugging VPN connectivity will consume Reserved Hours.
• VPN access may not be compatible with all support engineers’ devices and, if accepted, may impact SLO performance due to a limited number of agents with access.

If Valiantys support engineers are required to complete Client-specific onboarding procedures—such as legal, compliance, or security protocols—these requirements must be disclosed prior to the beginning of the Statement of Work.

• Time spent completing such onboarding activities will consume Reserved Hours, if accepted.
• These requirements may impact SLO performance due to a restricted number of agents eligible to provide support.
• The Client is responsible for delivering the onboarding program and for maintaining it throughout the term of the engagement, including notification of any changes.

8. Escalation Procedures

Valiantys is committed to ensuring that all service requests are handled appropriately and within agreed response times. If an issue is not progressing as expected, clients are encouraged to escalate following the process established during onboarding.

Escalation Process

• A tiered escalation path will be shared with the client during the initial onboarding or kick-off call.
• Escalations should be initiated if:
  • An incident is not classified with the appropriate urgency level
  • Responses are not meeting the defined Service Level Objectives
  • Resolution timelines are exceeding acceptable thresholds
• At each escalation level, if the issue is not resolved or addressed to satisfaction, the client should proceed to the next tier in the escalation path.

When to Contact the Account Executive/Sales Representative

Clients may reach out to their account executive/sales representative directly for:

• Questions about pricing, contracts, or current service offerings
• Strategic discussions regarding service expansions, upgrades, or renewals
• Licensing inquiries or Atlassian product roadmap insights

Escalation procedures are designed to provide prompt resolution and maintain continuity of service. Valiantys will make every reasonable effort to address escalated issues with the appropriate urgency and visibility.

9. Document Hierarchy

In the event of any conflict or inconsistency between the provisions of this Service Guide and any applicable Master Services Agreement, General Terms and Conditions, or other incorporating documents, the terms of the incorporating documents shall prevail.

10. Version History & Last Updated Date