App for Jira Service Management (Atlassian Marketplace)
Last updated: July 22, 2026
This Privacy Policy describes how the SLA Customer app (“App”, “we”), developed by Digital I, handles information when installed on a Jira Service Management site. By installing and using the App, you agree to the practices described herein.
The App adds a panel to the Jira Service Management customer portal, displaying the SLAs (service level agreements) for each request — such as “Time to first response” and “Time to resolution” — as configured by the project administrator.
To function, the App reads, within the Atlassian environment itself, only:
This data is accessed at runtime through official Atlassian APIs and solely to render the panel. The App does not access message content, attachments, payment data, or sensitive customer information.
The App stores only one configuration per project: the display preference (do not show / show all / show selected SLAs) and, when applicable, the names of the SLAs chosen for display. This configuration is kept in the Forge platform storage, within the Atlassian infrastructure associated with your site.
The App does not store personal data of customers, agents, or end users.
All processing occurs on the Atlassian Forge platform. The App does not transmit any data to Digital I's own servers or to third parties, and does not perform data egress outside of Atlassian. There are no trackers, cookies, or analytics collection by the App.
The App does not sell, rent, or share data with third parties. The only “third party” involved is Atlassian itself, provider of the platform where the App runs and where your site's data already resides, in accordance with Atlassian's Privacy Policy.
The per-project configuration is maintained as long as the App is installed. Upon uninstalling the App from your site, the associated configuration data is removed according to the Forge platform's lifecycle mechanisms.
The App benefits from the security controls of the Atlassian Forge platform, including managed hosting, authentication, and the minimum permission scopes necessary for its operation. We only request the permissions strictly necessary to display the SLAs.
Because the App does not collect personal data, the processing of data subjects' personal data remains the responsibility of your organization (the controller), within the scope of your Atlassian site. Regarding the Brazilian General Data Protection Law (LGPD - Law No. 13,709/2018), data subject requests relating to existing data in Jira Service Management must be handled by your organization. Questions about the App can be forwarded via the contact below.
We may update this Policy periodically. The “Last updated” date at the top indicates the current version. Relevant changes will be communicated on the App's page on the Atlassian Marketplace.
For questions about this Privacy Policy or the App: