SLA compensation for premium plans

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Along with each of our cloud premium products, we include a Service Level Agreement (SLA) that provides for 99.9% availability of our premium products. If you encounter issues that prevent us from meeting 99.9% availability, you can submit a request for compensation in the form of credits.

Determine whether you qualify for compensation

When you purchase Jira Cloud Premium or Confluence Cloud Premium, the following incidents are eligible for SLA compensation requests:

  • Site downtime

  • Problems with viewing, creating, editing issues and viewing boards (Jira Cloud Premium)

  • Problems with viewing, creating, and editing pages and adding comments (Confluence Cloud Premium)

If you aren’t sure whether you have a premium plan, you can look it up:

  • If you’re a site admin – From your site’s Administration, go to Billing >> Manage subscriptions for the products and plans you pay for. Each product includes the type of plan you have.

  • If you don’t have admin access – From the global sidebar, click and About Jira or About Confluence for details about your product.

Follow our process to get compensation

As a customer with a premium plan, 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 after the month when the eligible problem occurred to submit a compensation request. To do that, submit a separate SLA compensation request, as explained in the next section.

If you're using a trial version of Confluence Cloud Premium or Jira Software Premium, we still offer premium-level support for that product. However, you can only request compensation for the products you purchase.

Requesting compensation credit

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

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 SLA compensation request.

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

If multiple incidents occur during a given month, include all of them in one compensation ticket.

Receiving compensation

After submitting your request, our team will validate the claim and award a service credit when applicable. Because compensation is based on a calendar month, we wait until after the month (when the incident occurred) to process the request.

Depending on the downtime you experience, we offer 3 tiers of service credit:

Percentage of availability

Credit awarded

Greater than or equal to 99.0% and less than 99.9%

10% credit

Greater than or equal to 95.0% and less than 99.0%

25% credit

Less than 95.0%

50% credit

If your bill is on monthly payments, you’ll receive compensation in the form of a service credit on your next month’s invoice. If you pay your bill annually, you’ll receive compensation on your next renewal invoice.

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 confirm the amount or to request a review because you disagree with the amount. If you request a review, we’ll revisit the claim.

Last modified on Aug 6, 2019

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