Service levels
What you can expect from us, written plainly.
Availability targets, support hours, and response times by severity — the numbers we operate to and stand behind. Enterprise terms are set with your team directly.
Severity definitions
How we classify issues.
P1 — Critical
The app is down or unusable in production, with no workaround, affecting many users.
P2 — High
Major function is broken or severely degraded; a workaround may exist but is costly.
P3 — Moderate
A feature behaves incorrectly with a reasonable workaround; limited impact.
P4 — Low
Minor issue, question, or request with no material impact on work.
Commitments by plan
Response targets by plan.
| Standard | Priority | Enterprise | |
|---|---|---|---|
| Uptime | 99.5% | 99.9% | 99.95% |
| Support hours | Business hours | Extended hours | 24×7 |
| P1 response | 8 business hours | 2 hours | 30 minutes |
| P2 response | 1 business day | 4 hours | 2 hours |
| P3 response | 2 business days | 1 business day | 4 business hours |
| P4 response | 3 business days | 2 business days | 1 business day |
Response times measure our first substantive reply. Uptime excludes Atlassian platform outages and scheduled maintenance announced in advance.