Service Level Agreement for Atlassian cloud apps

Along with each of our cloud Premium and Enterprise apps, we include a Service Level Agreement (SLA). Our SLA guarantees 99.90% uptime for Premium apps and 99.95% uptime for Enterprise apps. If you encounter issues that don’t meet our guarantee, you can submit a request for compensation in the form of credits to your next bill.

The following apps qualify for SLA compensation:

Monthly uptime percentage for Premium plans

• Jira Premium: 99.90%

• Jira Product Discovery 99.9%

• Jira Service Management Premium: 99.90%

• Confluence Premium: 99.90%

• Bitbucket Cloud Premium plans: 99.90%

• Compass Premium: 99.90%

• Loom Business + AI (covered under Premium SLA): 99.90%

Monthly uptime percentage for Enterprise plans

• Jira Enterprise: 99.95%

• Jira Service Management Enterprise: 99.95%

• Confluence Enterprise: 99.95%

• Loom Enterprise: 99.95%

For more details about our SLA, see https://www.atlassian.com/legal/sla.

Incidents that qualify for SLA compensation

You can request compensation for incidents that occur during the following experiences:

• Site downtime

• Viewing, creating, and editing issues and viewing boards (Jira)

• Viewing and editing issues, viewing queues, and raising requests (Jira Service Desk)

• Viewing, creating, and editing pages and adding comments (Confluence)

• Pull request create, view diff, approve (Bitbucket Cloud)

• Git transactions over HTTPS/SSH (Bitbucket Cloud)

• Bitbucket Cloud Pipeline Started (excluding self-hosted runners) (Bitbucket Cloud)

• Viewing, creating, and edit components (Compass)

• Create, view or edit idea types (Jira Product Discovery)

• View board view (Jira Product Discovery)

• View list view (Jira Product Discovery)

• View timeline (Jira Product Discovery)

• View matrix (Jira Product Discovery)

Only browser-based experiences are covered. Integrations, API calls, and mobile experiences aren’t covered. The only exception is Bitbucket Cloud GIT transactions.

Process to get compensation

If you think you qualify for compensation, 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 during the incident at support.atlassian.com/contact.

2. Request a compensation credit. After you submit a technical support ticket, you have until the 15th the month after the problem occurred to submit a compensation request. To do that, submit a separate SLA compensation request, as explained in the next section.

Request a compensation credit

You can submit a request for an app if you have one of the following roles:

• Billing contact or technical contact (original billing system), or Billing admin (new billing system). Understand billing administration

• Site admin for the app or organization admin. Learn more about admin permissions

To submit a request:

1. Go to support.atlassian.com/contact.

2. From the dropdown What can we help you with?, select Compensation Requests.

3. From Select a topic, select Cloud Premium SLA compensation request or Cloud Enterprise compensation request, depending on the plan of the app.

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

Receive compensation

After submitting your request, our team will validate the claim and award a service credit when applicable. 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 request that we revisit the claim.

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

If your bill is on monthly payments, your service credit will be based on the monthly fee for the impacted apps. You receive that credit on your next month’s invoice.

If you pay your bill annually, your service credit will be based on your annual fee (adjusted for amount per month) for the impacted app. You receive that credit on your next annual invoice.