Jira Studio SLA

Question

Hello,

we are using Jira Studio service and I cannt find anything about SLA. Are there any agreements concerning uptime, maintenance planning, etc.?

Thanks in advance.

JohnA_xb3t2l · Answer

The SLA published by Contegix is relevant because a Contegix outage can and has caused outages to JIRA Studio, but fortunately they are rare.

JohnA_xb3t2l · Answer

JIRA Studio Support Response Times Severity of Problem:Initial response within:Production application down, or major malfunction causing business revenue loss or high numbers of staff unable to perform their normal functions.1 working hourSerious degradation of production application performance or functionality.4 working hoursProduction application issue that has moderate impact to the business.8 working hoursNeed assistance with installation or upgrade.24 working hoursQuestion on how a particular feature or function performs or should be configured.24 working hours Source: http://confluence.atlassian.com/display/Support/Atlassian+Initial+Response+Times Support Issue Levels of Severity and Initial Response Times Level of SeverityDescription of SeverityInitial Response Within:Level 1 Production application down or major malfunction resulting in majority of users unable to perform their normal functions.1 hour 24/7, All productsLevel 2 Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions.4 hours 24/7 JIRA Studio, Enterprise Hosted 4 hours 24/5 (M-F) All other productsLevel 3 Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions. 8 hours 24/7 JIRA Studio, Enterprise Hosted 8 hours 24/5 (M-F) All other productsLevel 4 Minor loss of application functionality or product feature question.24 hours 24/7 JIRA Studio, Enterprise Hosted 24 hours 24/5 (M-F) All other products Source: http://confluence.atlassian.com/display/Support/Support+Issue+Levels+of+Severity+and+Initial+Response+Times Notifications of Outages and Maintenance Atlassian will notify all hosted customers at least 48 hours prior to any planned maintenance, by sending an email message to all technical contacts listed under your account at my.atlassian.com. In the event of unplanned downtime, we will email all technical contacts within 24 hours after the downtime to explain why. Source: http://confluence.atlassian.com/display/JIRAHOST/Notifications+of+Outages+and+Maintenance

JohnA_xb3t2l · Answer

JIRA Studio Support Response Times Severity of Problem:Initial response within:Production application down, or major malfunction causing business revenue loss or high numbers of staff unable to perform their normal functions.1 working hourSerious degradation of production application performance or functionality.4 working hoursProduction application issue that has moderate impact to the business.8 working hoursNeed assistance with installation or upgrade.24 working hoursQuestion on how a particular feature or function performs or should be configured.24 working hours Source: http://confluence.atlassian.com/display/Support/Atlassian+Initial+Response+Times> Notifications of Outages and Maintenance Atlassian will notify all hosted customers at least 48 hours prior to any planned maintenance, by sending an email message to all technical contacts listed under your account at my.atlassian.com. In the event of unplanned downtime, we will email all technical contacts within 24 hours after the downtime to explain why. Source: http://confluence.atlassian.com/display/JIRAHOST/Notifications+of+Outages+and+Maintenance>