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Atlassian Service Level Agreement

Effective Starting: October 5, 2020.

1. Service Level Commitment

1. Service Level Commitment. During the Subscription Term for which Atlassian has agreed to provide a relevant Cloud Product to you, we will use commercially reasonable efforts to provide a Monthly Uptime Percentage to you in accordance with the table below (“Service Level Commitment”):

1. Service Level Commitment. During the Subscription Term for which Atlassian has agreed to provide a relevant Cloud Product to you, we will use commercially reasonable efforts to provide a Monthly Uptime Percentage to you in accordance with the table below (“Service Level Commitment”):

 

 

Cloud Products (listed here)

Monthly Uptime Percentage

Premium Cloud Products

99.9%

Enterprise Cloud Products

99.95%

2. Service Credits

1. Service Level Commitment. During the Subscription Term for which Atlassian has agreed to provide a relevant Cloud Product to you, we will use commercially reasonable efforts to provide a Monthly Uptime Percentage to you in accordance with the table below (“Service Level Commitment”):

1. Service Level Commitment. During the Subscription Term for which Atlassian has agreed to provide a relevant Cloud Product to you, we will use commercially reasonable efforts to provide a Monthly Uptime Percentage to you in accordance with the table below (“Service Level Commitment”):

3. Exclusions

1. Service Level Commitment. During the Subscription Term for which Atlassian has agreed to provide a relevant Cloud Product to you, we will use commercially reasonable efforts to provide a Monthly Uptime Percentage to you in accordance with the table below (“Service Level Commitment”):

1. Service Level Commitment. During the Subscription Term for which Atlassian has agreed to provide a relevant Cloud Product to you, we will use commercially reasonable efforts to provide a Monthly Uptime Percentage to you in accordance with the table below (“Service Level Commitment”):

4. Exclusive Remedies

1. Service Level Commitment. During the Subscription Term for which Atlassian has agreed to provide a relevant Cloud Product to you, we will use commercially reasonable efforts to provide a Monthly Uptime Percentage to you in accordance with the table below (“Service Level Commitment”):

1. Service Level Commitment. During the Subscription Term for which Atlassian has agreed to provide a relevant Cloud Product to you, we will use commercially reasonable efforts to provide a Monthly Uptime Percentage to you in accordance with the table below (“Service Level Commitment”):

5. Definitions

1. Service Level Commitment. During the Subscription Term for which Atlassian has agreed to provide a relevant Cloud Product to you, we will use commercially reasonable efforts to provide a Monthly Uptime Percentage to you in accordance with the table below (“Service Level Commitment”):

1. Service Level Commitment. During the Subscription Term for which Atlassian has agreed to provide a relevant Cloud Product to you, we will use commercially reasonable efforts to provide a Monthly Uptime Percentage to you in accordance with the table below (“Service Level Commitment”):

Appendix A – Eligible Cloud Products and Covered Experiences

1. Service Level Commitment. During the Subscription Term for which Atlassian has agreed to provide a relevant Cloud Product to you, we will use commercially reasonable efforts to provide a Monthly Uptime Percentage to you in accordance with the table below (“Service Level Commitment”):


 

 

Eligible Cloud Product

Covered Experience*

Jira Software (Premium and Enterprise)

  • View Issue
  • Create Issue
  • Edit Issue
  • View Board

Confluence (Premium and Enterprise)

  • View Page
  • Create Page
  • Edit Page
  • Add Page Comment

Jira Service Management (Premium and Enterprise)

  • View Issue
  • Edit Issue
  • View Queue
  • Raise Request from Help Desk
  • Receive Alert

Bitbucket (Premium)

  • Create Pull Request
  • Approve Pull Request
  • View Pull Request DIFF
  • Git Transactions SSH
  • Git Transactions HTTPS
  • Pipeline Started**

Jira Work Management (Premium)

  • View Issue
  • Create Issue
  • Edit Issue
  • View Board

Notes:
* Except for Bitbucket GIT transactions and Jira Service Management 'Receive Alert', Covered Experiences include browser-based experiences only (not, e.g., integrations, API calls or mobile versions).

** Bitbucket Cloud-hosted builds only (excludes self-hosted runners)

Opsgenie and Jira Align Cloud operate under separate Service Level Agreements available here

Appendix B – Service Credits

1. Service Level Commitment. During the Subscription Term for which Atlassian has agreed to provide a relevant Cloud Product to you, we will use commercially reasonable efforts to provide a Monthly Uptime Percentage to you in accordance with the table below (“Service Level Commitment”):


- Premium Plan Cloud Products -

Monthly Uptime Percentage

Service Credit*

Less than 99.9% but greater than or equal to 99.0%

10%

Less than 99.0% but greater than or equal to 95.0%

25%

Less than 95.0%

50%

Notes:
* Percentage of the monthly fees attributed to the affected Eligible Cloud Product

- Enterprise Plan Cloud Products -

Monthly Uptime Percentage

Service Credit*

Less than 99.95% but greater than or equal to 99.9%

5%

Less than 99.9% but greater than or equal to 99.0%

10%

Less than 99.0% but greater than or equal to 95.0%

25%

Less than 95.0%

50%

Notes:
* Percentage of the monthly fees attributed to the affected Eligible Cloud Product

Calculation

1. Service Level Commitment. During the Subscription Term for which Atlassian has agreed to provide a relevant Cloud Product to you, we will use commercially reasonable efforts to provide a Monthly Uptime Percentage to you in accordance with the table below (“Service Level Commitment”):

The monthly uptime percentage indicated in the above tables is determined by subtracting from 100% the percentage of Downtime Minutes (as defined below) out of the total minutes in the relevant calendar month. This calculation is done independently for each Eligible Cloud Product.  All calendar months are measured in the UTC time zone.

Example calculation

  • Total minutes in a 30-day calendar month: 43,200
  • Downtime Minutes in the same month: 60
  • Percentage of Downtime Minutes: 0.138889%
  • 100% minus 0.138889% results in a monthly uptime percentage of 99.86%
  • Subject to the terms of this Service Level Agreement, in this example, the customer is eligible for Service Credits equivalent to 10% of the monthly fees attributable to the affected Eligible Cloud Product for the month in which the failure occurred.

Definitions

1. Service Level Commitment. During the Subscription Term for which Atlassian has agreed to provide a relevant Cloud Product to you, we will use commercially reasonable efforts to provide a Monthly Uptime Percentage to you in accordance with the table below (“Service Level Commitment”):

  • Covered Experiences” are specified for each Eligible Cloud Product in Appendix A.
  • Downtime Minute” occurs when the Error Rate in a given minute is greater than 5%.
  • Error Rate” means, over a given 1-minute period, the percentage of Customer’s requests to  Covered Experiences resulting in an error out of Customer’s total requests to those Covered Experiences. For example, subject to the terms of this Service Level Agreement, where Atlassian confirms for a given minute that 
    • all Covered Experiences were completely inoperable or unable to receive Customer’s requests, the Error Rate for that minute is 100%. It counts as a Downtime Minute for the affected Eligible Cloud Product. 
    • 10 of 100 requests by Customer to at least one Covered Experience were unsuccessful, the Error Rate for that minute is 10%. It counts as a Downtime Minute for the affected Eligible Cloud Product.
    • 1 of 100 requests by Customer to at least one Covered Experiences were unsuccessful, the Error Rate for that minute is 1%. It does not count as a Downtime Minute for the affected Eligible Cloud Product.
    • Customer attempted no requests to any of the Covered Experiences over a minute, the Error Rate for that minute is 0%. It does not count as a Downtime Minute for the affected Eligible Cloud Product.

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