Vendors › Atlassian
Atlassian SLA
99.9%
Uptime commitment
50%
Max service credit
30d
Claim window
Manual
Credit application
standard
Min plan for SLA
Service credit policy
Calculation: tiered · Remedy: credit · Max 50%
| If monthly uptime falls below | Service credit |
|---|---|
| 99.9% | 10% |
| 99.5% | 25% |
| 99% | 50% |
How to claim
| Submission method | Support Portal — support.atlassian.com ↗ |
|---|---|
| Deadline (submission) | 30 days — Submit claim within 30 days of incident |
| Review timeline | 10-14 business days |
| Credit applied | Applied to account |
Required evidence: Cloud site URL, Affected products, Incident timestamps, Impact description, User count affected.
Services (6)
| Service | Category | Uptime | SLA |
|---|---|---|---|
| Jira Issue and project tracking | Project Management | 99.9% | eligible |
| Confluence Team collaboration and wiki | Documentation | 99.9% | eligible |
| Bitbucket Git code hosting | Source Control | 99.9% | eligible |
| Trello Visual project management | Project Management | 99.9% | eligible |
| Opsgenie On-call and alerting | Incident Management | 99.9% | eligible |
| Statuspage Status page hosting | Status Communication | 99.9% | eligible |
Support tiers
| Tier | Price | SLA-eligible | Availability |
|---|---|---|---|
| Free | Free | No | None |
| Standard | Per-user pricing | Yes | Business hours |
| Premium | Per-user pricing (higher) | Yes | 24/7 |
| Enterprise | Custom | Yes | 24/7 |
Common exclusions
- Scheduled maintenance
- Force majeure events
- Customer actions
- Free tier services
- Beta/Early access features
- Third-party integrations
Notes
Atlassian is a DevOps & Development provider. See the official SLA at https://www.atlassian.com/legal/service-level-agreement.
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