Updated 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 Select Priority Cloud Priority Server** Premier*

Level 1 - Critical

Critical Business Impact: Production application down or major malfunction affecting business and high number of staff

  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
2 hr 1 hr 1 hr 30 min

Level 2 - Major

Significant Business Impact: Serious degradation of application performance or functionality

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

Level 3 - Medium

Normal Business Impact: Application issue that has a moderate impact to the business

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

Level 4 - Low

Minimal Business Impact: Issue or question with limited business impact

  1. Incorrect product behavior without impact
  2. Product question or enhancement
2 Business days 2 Business days 2 Business days 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.

** Priority Support can be added to Server products. For additional details on coverage and features of Priority Support, please go to Priority Support Server Offering Details.

Last modified on Apr 8, 2019

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