Atlassian Service Level Agreement
Effective starting: June 5, 2024
1.

2.

Service Level Commitment. For Eligible Cloud Products (as listed in the table in Appendix A) Atlassian must provide the following
monthly uptime percentage to Customer (the “Service Level Commitment”):
Cloud Plan

Service Level Commitment

Premium

99.9%

Enterprise

99.95%

Service Credits.

2.1. Eligibility. To be eligible to receive a service credit for Atlassian’s failure to meet the Service Level Commitment (“Service Credit”),
Customer must submit a ticket at https://support.atlassian.com with all fields fully and accurately completed within fifteen (15)days after the end of the calendar month in which the alleged failure occurred and provide any other reasonably requested
information or documentation (for instance, as described here). Atlassian’s monitoring and logging infrastructure is the sole sourceof truth for determining whether Atlassian has met the Service Level Commitment.
2.2. Issuance. If Atlassian confirms a failure to meet the Service Level Commitment, Atlassian will apply the Service Credit, which will
be calculated as described in Appendix B, against a future payment due from Customer for the affected Cloud Product, providedthat Customer’s account is fully paid up, without any overdue payments or disputes. No refunds or cash value will be given forunused 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 the affected Cloud Product in thatinvoice billing period (which, since Service Credits are applied to future payments, is not the month in which the affected Cloud
Product was unavailable).
2.3. Reseller Purchases. If Customer purchased the affected Cloud Product through a Reseller, (a) Customer or the Reseller may submit
a ticket as described in Section 2.1 above; and (b) any Service Credit will be based on the fees invoiced by Atlassian to the Reseller
for Customer’s use of the affected Cloud Product under the Reseller’s applicable order(s) with Atlassian. Atlassian will issue any
associated Service Credits to the Reseller (and not directly to Customer), and the Reseller will be solely responsible for issuing theappropriate amounts to Customer.
3.

Exclusions. Customer is not entitled to Service Credits if Customer is in breach of the Agreement (as defined below) or has notprovisioned the relevant Cloud Product. The Service Level Commitment does not include unavailability to the extent due to: (a)Customer’s use of the Cloud Products 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 or reasonable emergency maintenance as stated in the Atlassian
Maintenance Policy. 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.

4.

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

5.

Definitions. All capitalized terms used and not defined in this Service Level Agreement have the meanings given to them in theapplicable agreement between Customer and Atlassian for the relevant Cloud Products referencing this Service Level Agreement(“Agreement”).

Appendix A – Eligible Cloud Products and Covered Experiences
Eligible Cloud Product
Jira(Premium and Enterprise)

Confluence(Premium and Enterprise)

Jira Service Management(Premium and Enterprise)

Bitbucket(Premium)●●●●

Covered Experience*
View Issue
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Edit Issue
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View Issue

Create Page
Edit Page
Add Page Comment
Edit Issue
View Queue
Raise Request from Help Desk
Receive Alert
Create Pull Request
Approve Pull Request
View Pull Request DIFF
Git Transactions SSH
Git Transactions HTTPS
Pipeline Started**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- 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 ProductCalculation
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● “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 thato all Covered Experiences were completely inoperable or unable to receive Customer’s requests, the Error Rate forthat minute is 100%. It counts as a Downtime Minute for the affected Eligible Cloud Product.
o 10 of 100 requests by Customer to at least one Covered Experience were unsuccessful, the Error Rate for thatminute is 10%. It counts as a Downtime Minute for the affected Eligible Cloud Product.
o 1 of 100 requests by Customer to at least one Covered Experiences were unsuccessful, the Error Rate for thatminute is 1%. It does not count as a Downtime Minute for the affected Eligible Cloud Product.
o Customer attempted no requests to any of the Covered Experiences over a minute, the Error Rate for that minuteis 0%. It does not count as a Downtime Minute for the affected Eligible Cloud Product.