Service Level Agreement for cloud products

Along with each of our cloud Premium and Enterprise products, we include a Service Level Agreement (SLA). Our SLA guarantees 99.90% uptime for Premium products and 99.95% uptime for Enterprise products. If you encounter issues that don’t meet our guarantee, you can submit a request for compensation in the form of credits to your next bill.

The following products qualify for SLA compensation:


Products

Monthly uptime percentage

SLA for Premium plans

  • Jira Software Premium

  • Jira Service Management Premium

  • Confluence Premium

99.90%

SLA for Enterprise plans

  • Jira Software Enterprise

  • Jira Service Management Enterprise
  • Confluence Enterprise

99.95%

For more details about our SLA, see https://www.atlassian.com/legal/sla.

Incidents that qualify for SLA compensation

You can request compensation for incidents that occur during the following experiences:

  • Site downtime

  • Viewing, creating, and editing issues and viewing boards (Jira Software)

  • Viewing and editing issues, viewing queues, and raising requests (Jira Service Desk)

  • Viewing, creating, and editing pages and adding comments (Confluence)

Only browser-based experiences are covered. Integrations, API calls, and mobile experiences aren’t covered.

Process to get compensation

If you think you qualify for compensation, you need to submit two separate requests to get help and compensation.

  1. Report your problem and get help. To do that, submit a technical support request at support.atlassian.com/contact.

  2. Request a compensation credit. After you submit a technical support ticket, you have until the 15th the month after the problem occurred to submit a compensation request. To do that, submit a separate SLA compensation request, as explained in the next section.

You can only request SLA compensation for production instances of Premium and Enterprise products. Trial and sandbox instances are ineligible for SLA compensation.

Request a compensation credit

You can submit a request for a product if you have one of the following roles:

To submit a request:

  1. Go to support.atlassian.com/contact.

  2. From What can we help you with?, select Billing, payments, and pricing.

  3. From Select a topic, select Cloud Premium compensation request or Cloud Enterprise compensation request, depending on the plan of the product.

  4. Enter the rest of the details for your request and click Submit.

If multiple incidents occur for one product during a given month, include all of them in one compensation ticket. If incidents occur across products, you need to create separate tickets for each product.

Receive compensation

After submitting your request, our team will validate the claim and award a service credit when applicable. Once we determine the credit amount, we add it to the ticket. If you disagree with the amount awarded, you have 3 business days to request that we revisit the claim.

Depending on the downtime you experience, we offer the following tiers of service credit:

Monthly uptime percentageService credit for Premium productsService credit for Enterprise products

Less than 99.95%
Greater than or equal to 99.90%

N/A5%

Less than 99.90%
Greater than or equal to 99.00%

10%



Less than 99.00%
Greater than or equal to 95.00%

25%



Less than 95.0%

50%



If your bill is on monthly payments, your service credit will be based on the monthly fee for the impacted product. You receive that credit on your next month’s invoice.

If you pay your bill annually, your service credit will be based on your annual fee (adjusted for amount per month) for the impacted product. You receive that credit on your next annual invoice.

Last modified on Dec 16, 2020

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