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Credit-backed
Publishes an SLA backed by tiered service credits: 99.9% uptime, credits up to 50%.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.9%
Uptime
50%
Max credit
15d
Claim window
Credit
Remedy
Premium
Min plan
How to claim
Submission
Support Portal · support.atlassian.com
Deadline
15 days of incident
Review timeline
Not specified
Credit applied
Applied to invoice for the affected Cloud Product
Required evidence: Affected Cloud product, Incident details
Common exclusions
Scheduled or emergency maintenance
Force majeure events
Internet/infrastructure issues outside Atlassian's control
Customer breach, unauthorized use, equipment, or data
Third-party products
Sandbox, Free, and Beta products
Integrations, API calls, and mobile experiences (except Bitbucket Git transactions)
Support tiers complementary, not the SLA
Free
—
Free · None
Standard
—
Per-user pricing · Business hours
Premium
SLA-eligible
Per-user pricing (higher) · 24/7
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 7
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Jira
Issue and project tracking
Project Management
99.9%
covered
Confluence
Team collaboration and wiki
Documentation
99.9%
covered
Bitbucket
Git code hosting
Source Control
99.9%
covered
Jira Service Management
Service desk and ITSM
IT Service Management
99.9%
covered
Trello
Visual project management
Project Management
—
not covered
Opsgenie
On-call and alerting; covered by a separate product-specific SLA
Incident Management
—
not covered
Statuspage
Status page hosting
Status Communication
—
not covered
Notes — Atlassian is a DevOps & Development provider. See the official SLA at https://www.atlassian.com/legal/sla.
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