{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "atlassian",
    "name": "Atlassian",
    "vendor": "Atlassian Corporation Plc",
    "website": "https://www.atlassian.com",
    "category": "developer-tools",
    "category_name": "Developer Tools",
    "tags": [],
    "sla_url": "https://www.atlassian.com/legal/sla",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.9,
    "max_credit_percent": 50,
    "max_credit": {
      "kind": "capped",
      "label": "50%",
      "value": 50,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "premium",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "tiered",
      "remedy": "credit",
      "max_credit_percent": 50,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": [
        {
          "below": 99.9,
          "credit": 10
        },
        {
          "below": 99,
          "credit": 25
        },
        {
          "below": 95,
          "credit": 50
        }
      ]
    },
    "claim_process": {
      "deadline_days": 15,
      "deadline_basis": "end_of_calendar_month",
      "business_days": false,
      "method": "Support Portal",
      "url": "https://support.atlassian.com",
      "required_evidence": [
        "Affected Cloud product",
        "Incident details"
      ],
      "review_days": null,
      "credit_application": "Applied to invoice for the affected Cloud Product"
    },
    "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": [
        "Standard",
        "Premium",
        "Enterprise"
      ],
      "has_24x7": true,
      "fastest_response": "30 min (L1, Enterprise tier)",
      "response_is_sla": false,
      "designated_contact": "team",
      "architecture_review": true,
      "professional_services": false,
      "success_program": true,
      "training": false,
      "pricing": "flat",
      "source_url": "https://confluence.atlassian.com/support/atlassian-support-offerings-193299636.html",
      "note": "Atlassian uses commercially reasonable efforts to meet target response times; no credit remedy."
    },
    "support_tiers": [
      {
        "name": "Free",
        "slug": "free",
        "price": "Free",
        "sla_eligible": false,
        "response_time": null
      },
      {
        "name": "Standard",
        "slug": "standard",
        "price": "Per-user pricing",
        "sla_eligible": false,
        "response_time": "< 24 hours"
      },
      {
        "name": "Premium",
        "slug": "premium",
        "price": "Per-user pricing (higher)",
        "sla_eligible": true,
        "response_time": "< 1 hour"
      },
      {
        "name": "Enterprise",
        "slug": "enterprise",
        "price": "Custom",
        "sla_eligible": true,
        "response_time": "< 30 minutes"
      }
    ],
    "sla_tiers": [
      {
        "name": "Enterprise",
        "requirement": "Enterprise plan",
        "uptime": 99.95,
        "max_credit_percent": null,
        "sla_url": "https://support.atlassian.com/subscriptions-and-billing/docs/service-level-agreement-for-atlassian-cloud-products/"
      }
    ],
    "services": [
      {
        "id": "jira",
        "name": "Jira",
        "category": "project-management",
        "description": "Issue and project tracking",
        "sla_url": "https://www.atlassian.com/legal/sla",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "confluence",
        "name": "Confluence",
        "category": "documentation",
        "description": "Team collaboration and wiki",
        "sla_url": "https://www.atlassian.com/legal/sla",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "bitbucket",
        "name": "Bitbucket",
        "category": "source-control",
        "description": "Git code hosting",
        "sla_url": "https://www.atlassian.com/legal/sla",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "jira-service-management",
        "name": "Jira Service Management",
        "category": "it-service-management",
        "description": "Service desk and ITSM",
        "sla_url": "https://www.atlassian.com/legal/sla",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "trello",
        "name": "Trello",
        "category": "project-management",
        "description": "Visual project management",
        "sla_url": "https://www.atlassian.com/legal/sla",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": false,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "opsgenie",
        "name": "Opsgenie",
        "category": "incident-management",
        "description": "On-call and alerting; covered by a separate product-specific SLA",
        "sla_url": "https://www.atlassian.com/legal/product-terms",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": false,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "statuspage",
        "name": "Statuspage",
        "category": "status-communication",
        "description": "Status page hosting",
        "sla_url": "https://www.atlassian.com/legal/sla",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": false,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "Atlassian is a DevOps & Development provider. See the official SLA at [https://www.atlassian.com/legal/sla](https://www.atlassian.com/legal/sla).\n\n<!--\nAtlassian's Cloud SLA applies only to Premium and Enterprise plans of Eligible Cloud Products\n(Jira, Jira Service Management, Confluence, Bitbucket, Compass, Loom Business+AI/Enterprise,\nJira Product Discovery). Standard and Free plans have NO uptime SLA.\nUptime commitment: 99.9% (Premium), 99.95% (Enterprise).\nPremium credit tiers: <99.9%->10%, <99.0%->25%, <95.0%->50%.\nEnterprise adds a <99.95% and >=99.9% -> 5% tier.\nAggregate maximum Service Credit will not exceed 100% of the amount invoiced for the affected\nCloud Product in that billing period. Claims must be submitted within 15 days after the end of\nthe calendar month in which the failure occurred. Opsgenie has a separate product-specific SLA.\n-->"
  }
}