Atlassian Product-Specific Terms

1. Interoperation with Third-Party Products.  As an enterprise agility tool, Jira Align contains functionality or features designed to interoperate with, or that are contingent on access to or use of, other products, some of which may be provided by third parties.  For clarity, Atlassian does not control and is not responsible for Customer’s use of any such Third-Party Products.

2. Return Policy. If Customer exercises its rights under the “Return Policy” Section of the Agreement with respect to its initial Order of Jira Align, Atlassian will refund Customer any pre-paid, unused fees for Advisory Services for Jira Align purchased as part of such initial Order (and any corresponding Subscription Terms or consumption periods for such Advisory Services will be terminated).

3. Service Level Agreement for Jira Align Cloud.  

3.1. Service Level Commitment. Atlassian must make Jira Align Cloud accessible to one or more Users at least 99.5% of the time during a calendar month (the “Service Level Commitment”).  

3.2. Service Credit Eligibility. To be eligible to receive a service credit for Atlassian’s failure to meet the Service Level Commitment, Customer must submit a ticket at https://support.atlassian.com with all fields fully and accurately completed within thirty (30) days after the end of the calendar month in which the alleged failure occurred and provide any other reasonably requested information or documentation. Atlassian’s monitoring and logging infrastructure is the sole source of truth for determining whether Atlassian has met the Service Level Commitment.  

3.3. Service Credit Issuance. If Atlassian confirms a failure to meet the Service Level Commitment, Atlassian will apply the service credit (calculated as described in the table below) against a future payment due from Customer for Jira Align, provided that Customer’s account is fully paid-up, without any overdue payments or disputes. No refunds or cash value will be given for unused service credits. Service credits may not be transferred or applied to any other Atlassian account or Product. The aggregate maximum service credit applied to an invoice will not exceed 100% of the amount invoiced for Jira Align in that invoice billing period (which, since service credits are applied to future payments, is not the month in which Jira Align was unavailable).

1. Support, Specific Policies, and Documentation. For purposes of Loom:

1.1. Support Policy. “Support Policy” means the Loom support offerings documentation available here.

1.2. Return Policy.  The “Return Policy” Section of the Agreement does not apply to Loom.

1.3. Documentation.  “Documentation” means the content located here.

1.4. “Services.”  On any URL referenced in these Product-Specific Terms that is a child page of www.loom.com or www.loom.com/support, the term “Services” is replaced by the term “Loom.”

2. Loom AI.  Customer’s use of any features or functionality made available as part of Loom or labeled as Loom AI that utilize data models trained by machine learning (“Loom AI”) is subject to the following additional terms.

2.1. Definitions.

“Input” means any input provided by Customer or Users to be processed by Loom AI.

“Loom AI Suite” means the suite of Loom AI offerings as outlined on Loom’s website, in the Documentation, or in the applicable Order for the Loom AI Suite.

“Output” means any output generated and returned to Customer or its Users by Loom AI based on the Input.

2.2. Customer Responsibilities.

(a) Input and Output. Input and Output are Customer Data. Customer must ensure that its Input, Output, and use of Loom AI does not (i) violate any Law; (ii) violate the Agreement or an applicable Order; or (iii) infringe, violate, or misappropriate any Atlassian or third-party rights. Customer acknowledges that due to the nature of machine learning and the technology powering Loom AI, Output may not be unique, and Loom AI may generate the same or similar output for third parties.  

(b)  Restrictions. Customer must not use Loom AI: (i) to mislead any person that Output was solely human generated; or (ii) in violation of OpenAI’s Usage Policy, or any other third party terms, guidelines, policies or the like to which Loom links in connection with generation of Output.

2.3. Disclaimer. Atlassian does not make any warranty as to Loom AI, Output, the results that may be obtained from the use of Loom AI or the accuracy of any information obtained through Loom AI, including with respect to the factual accuracy of any Output or suitability for Customer’s use case. Use of any material and/or data obtained through the use of any Loom AI feature is at Customer’s sole risk. Customer should not rely on factual assertions in Output without independently fact checking their accuracy. No information or advice, whether oral or written, obtained by Customer from Atlassian or through Loom AI creates any such warranty.

1. Intended Use. Opsgenie is not intended for providing alerts on disaster scenarios or any other situations directly related to health or safety, including but not limited to acts of terrorism, natural disasters, or emergency responses, and Customer must not use Opsgenie for any such purposes.

2. Service Level Agreement for Opsgenie. 

2.1. Service Level Commitment. Atlassian must make Opsgenie available at least 99.9% of the time during a calendar month (the “Service Level Commitment”). 

2.2. Service Credit Eligibility. To be eligible to receive a service credit for Atlassian’s failure to meet the Service Level Commitment, Customer must open a case in the Opsgenie support center by the end of the second billing cycle after the cycle in which the incident occurred and provide the date and time of each alleged failure to meet the Service Level Commitment and any other reasonably requested information or documentation. Atlassian’s monitoring and logging infrastructure, which consists of both internal and third party services, is the sole source of truth for determining whether Atlassian has met the Service Level Commitment.

2.3. Service Credit Issuance.  If Atlassian confirms a failure to meet the Service Level Commitment, Atlassian will apply the service credit (calculated as described in the table below) against a future payment due from Customer for Opsgenie, provided that Customer’s account is fully paid up, without any overdue payments or disputes. No refunds or cash value will be given for unused service credits. A service credit will be issued only if the credit amount for the applicable calendar month is greater than one U.S. dollar ($1 USD). Service credits may not be transferred or applied to any other Atlassian account or Product. The aggregate maximum service credit applied to an invoice will not exceed 100% of the amount invoiced for Opsgenie in that invoice billing period (which, since service credits are applied to future payments, is not the month in which Opsgenie was Unavailable (as defined below)).

2.4.  Service Credits and Reseller Purchases. If Customer purchased Opsgenie through a Reseller, (a) Customer or the Reseller may open a case as specified above; and (b) any service credits will be based on the fees invoiced by Atlassian to the Reseller for Customer’s use of Opsgenie under the Reseller’s applicable order(s) with Atlassian. Atlassian will issue any associated service credits to the Reseller (not directly to Customer), and the Reseller will be solely responsible for issuing the appropriate amounts to Customer.

2.5.  Exclusions. Customer is not entitled to service credits if Customer is in breach of the Agreement or has not provisioned Opsgenie. The Service Level Commitment does not include unavailability to the extent due to: (a) Customer’s use of Opsgenie in a manner not authorized under the Agreement; (b) force majeure events or other factors outside of Atlassian’s reasonable control, including internet access or related problems; (c) Customer equipment, software, network connections or other infrastructure; (d) Customer Data or Customer Materials (or similar concepts defined in the Agreement); (e) Third-Party Products; or (f) routine scheduled maintenance. The Service Level Commitment does not apply to (i) sandbox instances or Free or Beta Products (or similar concepts in the Agreement) or (ii) features excluded from the Service Level Commitment in the applicable Documentation.

2.6. Exclusive Remedy. Service credits are Customer’s exclusive remedy and Atlassian’s entire liability for Atlassian’s failure to meet the Service Level Commitment.

1. Status Pages and Scope of Use. 

1.1. Status Pages.  Statuspage enables Customer to create pages hosted by Atlassian that display both current and historical status and uptime information of Customer’s products and services, while also allowing Users to subscribe to status notifications (“Status Pages”). There are different types of Status Pages and different subscription plans for each of these page types.  This includes Status Pages that are available to the public, meaning they are not confidential or private to Customer. 

1.2. Scope of Use.  Customer’s Scope of Use (and the related fees) may vary depending on Status Page type and plan.  See more information here.

2. Status Page Configuration.  As described in the Documentation, Customer may configure its Status Pages by including look and feel elements (like company brand or logo) and any links or permissions required to collect information from individuals (internal or external to Customer) who view a Status Page (“Statuspage End Users”) or for these individuals to acknowledge that they are subscribing to status notifications (collectively, “Customer Configurations”). Customer Configurations are “Customer Data” under the Agreement. 

3. Collection of Statuspage End User Information. As discussed above, Statuspage allows Customer to collect information from Statuspage End Users in order to send these end users status notifications.  This may include email addresses and phone numbers. Statuspage End Users are Customer’s Users under the Agreement, and any information collected about Customer’s Statuspage End Users is “Customer Data” under the Agreement.