What is Atlassian's OnDemand SLA (uptime, support, etc.)?

[Itamar Goldminz]

please don't reply with links to random wiki pages, I'm looking for an official SLA document

[Jeff Curry · Accepted solution]

I will answer in three parts.

Firstly, there is no official uptime SLA- please review section 12 of our hosted terms and conditions:

http://www.atlassian.com/hosted/terms.html

However, as downtime is very bad for business, I can assure you we unofficially strive for 100 percent uptime

Secondly, our data center has a 100 percent network SLA:

http://www.us.ntt.com/en/products-services/data-center-services/colocation/colocation-data-centers/north-america-data-centers/ashburn-va-data-center.html

Thirdly, our support team maintains an initial response time SLA:

http://confluence.atlassian.com/display/Support/How+to+Get+Legendary+Support+from+Atlassian#HowtoGetLegendarySupportfromAtlassian-SupportIssueLevelsofSeverityandInitialResponseTimes

And while we have no official support resolution SLA our internal goal is resolving all assigned cases within 48 hours.