EULA
Atlassian Apps

1. Introduction

VIP.LEAN Solutions GmbH uses the Bonterms Standard End User Agreement (hereinafter “Standard Agreement”) as the primary end-user license agreement for the applications VIP.LEAN Solutions GmbH offers on the Atlassian Marketplace. The Standard Agreement provides a clear and balanced framework to facilitate the efficient licensing of users of the applications offered by VIP.LEAN Solutions GmbH.

VIP.LEAN Solutions GmbH further supplements the Standard Agreement with the following Specific Terms to define the specific requirements and rules for the services it offers.

The End-User License Agreement (hereinafter “Agreement” or “EULA”) is a legal agreement governing the terms under which you (hereinafter “Customer” or “User”) may use the applications offered by VIP.LEAN Solutions GmbH on the Atlassian Marketplace (hereinafter “Application” or “Applications”). This Agreement includes both the Standard Agreement and the Specific Terms, which together define the rights, obligations, and restrictions of both VIP.LEAN Solutions GmbH (hereinafter also “we,” “our,” or “our company”) and you as the Customer.

By downloading, installing, accessing, or otherwise using our Application, you acknowledge that you understand, agree, and will abide by the terms and conditions set forth in the Agreement.
If you do not agree to the terms and conditions set forth in the Agreement, please refrain from downloading, installing, or using the Application. Use of the Application constitutes acceptance of and compliance with all terms and conditions of the Agreement.
If you have any questions regarding this Agreement, please contact us before installing or using the Application.

2. Specific Terms to the Standard Bonterms End User Agreement

2.1 Jurisdiction

This Agreement is governed by the laws of the Federal Republic of Germany, excluding the UN Convention on Contracts for the International Sale of Goods (CISG) and the conflict of laws rules of German private international law. Any disputes shall be submitted to the competent courts in Germany.

2.2 Additional Terms

When the Customer purchases the Application from the Atlassian Marketplace or generates a trial license, Atlassian provides VIP.LEAN Solutions GmbH with certain personal data, which may be used to contact the Customer. In most cases, this information includes the name, company name, and email address provided during license generation. More information can be found in the VIP.LEAN Solutions GmbH Privacy Policy.

By purchasing the Application from VIP.LEAN Solutions GmbH, the Customer grants VIP.LEAN Solutions GmbH the right to include the Customer’s organization as a VIP.LEAN Solutions GmbH client in promotional materials, including the Customer’s organization logo, unless Customer objects in writing.

2.3 Warranty and Limitation of Liability

The following provisions replace Section 6 (Warranties) and supplement Section 14 (Limitations of Liability) of the Standard Agreement:

2.3.1 Warranty

VIP.LEAN Solutions GmbH warrants that the Application, at the time of initial provision, substantially conforms to the applicable product description and is suitable for the contractually intended use.
The warranty period for entrepreneurs within the meaning of Section 14 of the German Civil Code (BGB) is twelve (12) months from the date of initial provision of the Application. For consumers within the meaning of Section 13 BGB, the statutory warranty periods apply.
Immaterial deviations from the product description and insignificant impairments of usability do not constitute warranty claims.
The warranty does not apply if the Customer uses or modifies the Application contrary to the documentation or operates it in an unsupported environment.

2.3.2 Limitation of Liability

Liability Cap. Notwithstanding Section 14.1 (General Cap) and Section 14.3 (Exceptions and Enhanced Cap) of the Standard Agreement, Provider's total liability arising out of or related to this Agreement, including liability for breach of Section 3.2 (Security) or Section 3.3 (DPA), shall not exceed the fees paid by Customer for the affected Application during the twelve (12) months immediately preceding the event giving rise to the claim.
Trials and Free Licenses. For free licenses, evaluation licenses, and trial subscriptions, the liability cap set forth in Section 18 of the Standard Agreement (US $1,000) shall apply.
Mandatory Liability. The limitations set forth in this Section shall not apply to liability under mandatory provisions of German law, including liability for intent or gross negligence, or for injury to life, body, or health.
Consequential Damages. Section 14.2 (Consequential Damages Waiver) of the Standard Agreement shall remain in full force and effect.

3. Support and SLA

VIP.LEAN Solutions GmbH will provide online technical support for the Application, provided the license has not expired or been terminated.

3.1 Service Hours

Support is provided Monday–Friday, 9:00 AM–5:00 PM CET/CEST (“Service Hours”).

3.2 Bug Priority Definitions

For the purposes of support and the SLA, bugs and incidents are classified by priority (P1–P4) based on business impact and urgency (consistent with common ITIL practices). VIP.LEAN reviews the priority upon ticket intake and may adjust the priority if the impact and urgency are not sufficiently described. Priority may be reclassified once an effective workaround or mitigation has reduced the operational impact and/or urgency. Priority is assessed based on the conditions at the time the incident is reported and may be reassessed during the incident lifecycle.

P1 - Critical: A critical incident with very high business impact and urgency, where (i) the Application is completely unavailable or non-functional, and/or (ii) the issue materially degrades or disrupts the Customer’s Jira instance (e.g., outage, severe instability, or severe performance degradation), and/or (iii) the issue prevents (or almost prevents) normal operation for all users.

P2 - High: A major incident with high impact, where core functionality is significantly impaired for multiple users or critical workflows, but the Customer’s Jira instance remains generally operational.

P3 - Medium: An incident with moderate impact, where functionality is partially impaired or intermittent, affects a limited group of users or non-critical workflows, and a workaround is typically available.

P4 - Low: A minor incident or service request with low impact (e.g., cosmetic issues).

Workarounds / Mitigations

VIP.LEAN Solutions GmbH may propose and provide workarounds or mitigations intended to restore service and/or reduce operational impact until a permanent correction is delivered (e.g., via a subsequent Application release). Once an effective workaround or mitigation has been implemented and the operational impact has been reduced, VIP.LEAN Solutions GmbH may reclassify the incident to a lower priority for ongoing handling of the permanent correction.

3.3 Response Time

The maximum response time means the maximum time until VIP.LEAN Solutions GmbH provides an initial response after receipt of a support request:

Free & Evaluation Subscriptions (All Editions)

Max. Response Time: Best Effort (all priorities)

Paid Subscription - Standard Edition (Cloud & Data Center)

P1 – Critical: 24h
P2 – High: 48h
P3 – Medium: 72h
P4 – Low: Best Effort

Paid Subscription - Advanced Edition (Cloud only)

P1 – Critical: 12h
P2 – High: 24h
P3 – Medium: 36h
P4 – Low: 48h

3.4 Mean Time to Resolution

Mean Time to Resolution (“MTTR”) means the target average time to restore service and/or resolve the operational impact of a reported issue. Where two values are stated, the first value applies to the time until an effective mitigation or workaround is provided (if available); the second value applies to the time until a permanent correction is delivered via an Application release where an Application release is the only feasible corrective measure. MTTR is measured in service days within Service Hours.