Managed Self Hosted Isolated Platform 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 Ordering Documents, any Services Agreement, or other governing documents. Other capitalized terms used in this policy shall have the meanings set forth at the following link: https://www.valiantys.com/en/legal/definitions.

This Guide is applicable to the following Valiantys Managed Services Plans and Tiers:

• Managed Self Hosted Isolated Platform

2. Scope of Work

2.1 Service Onboarding

The onboarding process is designed to ensure a smooth transition into the Managed Self Hosted Isolated Platform service and to establish alignment between both parties on scope, priorities, and delivery practices.

Key onboarding activities include:

• A kickoff meeting with a Client success manager to review the Service, 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.

2.2 In-Scope Services

Valiantys will provide the following in-scope services. All services will be delivered upon Client request unless explicitly stated otherwise.

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.

Support is delivered via a managed service ticketing portal.

Virtual Machine Operating Environment

• Service restarts, log monitoring, and core application availability checks
• Configuration and support of system services required by the Atlassian stack (e.g., cron jobs, systemd)
• Troubleshooting resource utilization issues (CPU, memory, disk) within the server
• Coordination with Client IT teams for escalations involving external infrastructure dependencies

Middleware & Stack Management

• Installation, configuration, and updates of middleware components (e.g., Java, Tomcat, NGINX/Apache, PostgreSQL client)
• Reverse proxy management for supported web tiers and SSL offloading
• SSL certificate installation, renewal, and configuration of Client provided certificates
• Log rotation configuration and health maintenance of middleware services

• Yum/apt or other package management updates for Atlassian dependencies

Atlassian Application Lifecycle

• Application version software upgrades for Jira, Confluence, Bitbucket, and related Atlassian Data Center products (in-application configuration changes are covered by the Total Care service offerings)
• Installation of Atlassian-supported hotfixes and patches
• Basic application startup validation post-upgrade or restart
• Coordination of staged upgrade planning, including rollback prep and post-upgrade checks

Security & Vulnerability Response

• Monitoring for high-urgency CVEs (Common Vulnerabilities and Exposures) with a base score of 9.0 or higher
• Application of remediation measures (patching, configuration adjustments, service isolation) within the server
• SSL/TLS configuration checks to ensure strong encryption standards
• Coordination with Client security teams for incident response involving external or systemic threats

Performance Monitoring & Triage

• Baseline performance reviews using available JVM, DB, and system logs
• Troubleshooting slowdowns, memory spikes, thread locking, or I/O bottlenecks
• Providing recommendations for remediation (may require professional services engagement for resolution)
• Configuration review of heap size, thread pools, and other runtime parameters

Incident Response & Support

• 24x7x365 incident response for service outages and critical system degradations
• Alert-based monitoring and notifications for resource exhaustion and service failures
• Root cause analysis (RCA) based on available telemetry and logs
• Collaboration with Client teams to isolate and resolve high-impact issues

2.3 Proactive Services

The following services are provided proactively as part of the Managed Self Hosted Isolated Platform managed service. These services are designed to enhance Client success, maintain system health, and provide strategic guidance throughout the engagement.

 

3. Exclusions

The following services are explicitly out of scope for Managed Self Hosted Isolated Platform and are not covered under this offering. These services are available separately from Valiantys through a separately contracted service offering or under a different Ordering Document.

Underlying Infrastructure & Hosting

• Management of physical hardware, hypervisors, or virtualization platforms (e.g., VMware, Hyper-V, AWS EC2 hosts)
• Configuration of networking, firewalls, DNS, VPNs, load balancers, or routing components outside the server
• Storage provisioning, volume management, or database engine tuning on external infrastructure
• Access or changes to hypervisor snapshots, high-availability clusters, or disaster recovery platforms
• Database activities such as query creation, normalization, or index design
• Performance monitoring of network or virtualization infrastructure or database layers
• Operating system (OS) upgrades and OS security patching
• Compiling libraries from source

Application Configuration & Administration

• Activities requiring an admin to log into the application beyond:
  • Pre-upgrade report
  • Applying a Client purchased license
• Strategic consulting or business analysis beyond the defined support scope
• Complex data migrations, including cross-instance moves or structural consolidations
• Custom development, including for modules, add-ons, or scripts
• Troubleshooting or supporting custom code

Custom Development & Integration

• Building or maintaining CI/CD pipelines, external connectors, or REST API automations
• Custom health dashboards, synthetic monitoring integrations, or third-party telemetry tools

Extended Security & Compliance

• Penetration testing or vulnerability scanning
• Compliance documentation or audit evidence production (e.g., SOC 2 reports, PCI templates)
• Security consulting beyond basic configuration hardening and CVE remediation

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 not aligned with the Atlassian ecosystem or beyond Valiantys’ supported capabilities

If the Client requires services outside the scope defined in this document, a new Ordering Document will be required to authorize such activities or a change control.

4. Service Level Objectives (SLO)

Managed Self Hosted Isolated Platform includes defined Service Level Objectives (SLOs) to ensure timely and effective support. These objectives define the maximum elapsed time from when a ticket 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 issue.

SLOs are aspirational in nature and do not constitute a warranty, guarantee, or contractual commitment. While the Valiantys will use reasonable efforts to meet the SLOs, failure to achieve them shall not be considered a breach of the Agreement and shall not give rise to any remedies, credits.

Requests are prioritized based on Urgency, as outlined below.

Urgency	Critical	High	Normal	Low
Outage Incident	30m	30m	1hr	8hr
Performance Incident	30m	1hr	8hr	24hr
Service Request	1hr	8hr	24hr	24hr

 

All incidents and 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.

Outage Incidents and Performance Incidents are 24-7. Service Requests are during Business Hours as defined in incorporating documents.

For Outage Incidents and Performance Incidents, Valiantys shall provide status updates at the following intervals, unless otherwise communicated or agreed:

• Critical Incidents: Every 30 minutes, or as material updates occur
• High Priority Incidents: Every 2 hours, or as new information becomes available
• Medium and Low Priority: Updates provided through portal notifications or upon request

Resolution summaries will be documented in the ticketing system and available to the Client via the support portal.

5. Client Responsibilities

Successful delivery of the Managed Self Hosted Isolated Platform 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.
• Supplying valid, up-to-date SSL certificates for installation
• Coordinating change windows, patch approvals, and internal stakeholder communications

Environment Management

• Ensure systems in scope are maintained in a supported and secure state (e.g., up-to-date versions, accessible environments).
• Performing or validating full-environment backups (OS, application, database) outside the managed server(s)
• 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
• Require additional scoped effort and time to implement, subject to mutual agreement

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.

• Extensive time required to configure or troubleshoot VPN connectivity may be subject to additional effort-based scoping, subject to mutual agreement
• Extensive onboarding activities beyond the standard onboarding process requires an add-on engagement, if agreed by both parties.

If Valiantys support engineers are required to complete Client-specific onboarding procedures—such as legal, compliance, or security protocols—these requirements must be disclosed before purchase.

• Time spent completing such onboarding activities requires an add-on engagement

• 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.

6. 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.

7. Version History & Last Updated Date

Version	Date	Description
1.0	April 1, 2025	Initial release
1.1	July 30, 2025	Standardized use of select definitions

 

Last updated: July 30, 2025