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