Support Response SLAs

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While Atlassian attempts to respond to all issues in a timely manner, issues that hurt our customers' production applications (i.e. Level 1, Level 2) take priority.  "Production" is defined as an instance of Atlassian software actively used by the customer's business users it does not include testing systems or production staging systems or environments.

The below SLAs apply to most of the Atlassian product suite however for specific exceptions and weekend coverage details please visit Atlassian Support Offerings.

Level of Severity

Description of Severity

Characteristics Server Cloud Premier*

Level 1 - Critical

Critical Business Impact: Critical issue occurring on production system preventing business operations. A large number of users are prevented from working with no procedural workaround.

  1. System hangs or crashes
  2. Critical functionality not available
  3. Data loss or data corruption
  4. Large number of end users blocked from work
  5. Impact is escalating quickly
1 hr 1 hr 30 min

Level 2 - Major

Significant Business Impact: Major issue occurring on production system severely impacting business. A large number of users are impacted by issue but they are still able to work in a limited capacity.

  1. Significant performance degradation
  2. Important functionality not available
  3. Small number of users blocked from work
  4. Impact is escalating
4 hrs 4 hrs 2 hrs

Level 3 - Medium

Normal Business Impact: Issue causing a partial or non-critical loss of functionality on production system. A small number of users are affected.

  1. Some system functions not available
  2. Minor performance degradation
  3. Small number of users impacted
  4. Impact is not escalating
8 hrs 8 hrs 8 hrs

Level 4 - Low

Minimal Business Impact: Issue occurring on non-production system or question, comment, feature request, documentation issue or other non-impacting issue.

  1. Incorrect product behavior without impact
  2. Product question or enhancement
24 hrs 24 hrs 24 hrs

* Premier Support can be added to both Server (Behind the Firewall) and Cloud products. For additional details on coverage and features of Premier Support please go to Premier Support Offering Details.

Last modified on Dec 26, 2017

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