Developer Tools
Atlassian SLA credit guide
What Atlassian owes you when it misses its uptime commitment — the credit tiers, the filing deadline, how to file, and a calculator to estimate your credit.
What SLA credit are you owed when Atlassian is down?
When Atlassian Cloud (all products) falls below its 99.9% uptime commitment, you're owed an SLA service credit worth 10%–50% of the affected service's monthly spend — larger the further uptime fell — claimable within 15 days of the end of the affected billing month. It's a credit toward a future invoice, not a cash refund.
Full Atlassian claim guide · What is an SLA credit? · SLA glossary
Uptime commitment
99.9%
Filing window
15 days
counted from the end of the affected billing month
Services with SLA data
1
Credit calculator
SLA target is 99.9% — enter what you actually observed.
Enter your monthly spend above to see the dollar credit for a 10% tier.
Estimate only, from the vendor’s published tiers — the final credit is set by the vendor against your actual invoice and their SLA definitions.
Credit tiers by service
| Measured uptime | Credit |
|---|---|
| 99% – under 99.9% | 10% of spend |
| 95% – under 99% | 25% of spend |
| below 95% | 50% of spend |
15 days after the end of the affected calendar month (≈ by the 15th of the next month). Two-step: raise an incident ticket DURING the outage, then a separate 'Cloud Premium/Enterprise SLA compensation request' at support.atlassian.com. Premium tiers 10/25/50; Enterprise adds a 5% band (99.9–99.95). Premium/Enterprise only; cap 100% of the product invoice.
How to file a Atlassian SLA credit claim
Portal: Atlassian Support ↗
- TWO-STEP: raise a support ticket DURING the outage (or as soon as you notice it) referencing the affected Cloud site.
- Separately, file a 'Cloud Premium/Enterprise SLA compensation request' at support.atlassian.com — this is a distinct request from the incident ticket.
- File within 15 days after the END of the affected calendar month (not 30 — a shorter window than most vendors).
- Premium/Enterprise plans only; tiers are 10/25/50% (Enterprise adds a 5% band at 99.9–99.95%), capped at 100% of the product invoice.
Evidence you’ll need
- •Cloud site URL
- •Plan (Premium/Enterprise)
- •Affected products
- •Incident support ticket ref
- •Incident timestamps
Common exclusions
- •Scheduled maintenance
- •Standard/Free plans (SLA applies to Premium and Enterprise)
Frequently asked
What is Atlassian's SLA uptime commitment?
Atlassian Cloud (all products) carries a 99.9% uptime commitment.
How much credit can I claim if Atlassian misses its SLA?
Credits are tiered by measured uptime, from 10% up to 50% of the monthly service spend for the affected service, depending on how far below 99.9% availability fell.
What is the deadline to file a Atlassian SLA credit claim?
Claims are generally due within 15 days of the end of the affected billing month (verify the exact clause in Atlassian's SLA before filing).
Does Ontracko file Atlassian SLA credit claims for me?
Ontracko monitors Atlassian for free, detects SLA breaches automatically, and assembles the complete claim package (evidence + credit math + claim text). You file it; Ontracko charges 8% only on credits that are actually recovered.
Let Ontracko file it for you
Connect Atlassian and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.