Jira Studio SLA

[Oleg Goldman]

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]

JIRA Studio Support Response Times

<th class="confluenceTh">Severity of Problem:</th><th class="confluenceTh">Initial response within:</th>

Production application down, or major malfunction causing business revenue loss or high numbers of staff unable to perform their normal functions.	1 working hour
Serious degradation of production application performance or functionality.	4 working hours
Production application issue that has moderate impact to the business.	8 working hours
Need assistance with installation or upgrade.	24 working hours
Question 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

<th class="confluenceTh">Level of Severity</th><th class="confluenceTh">Description of Severity</th><th class="confluenceTh">Initial Response Within:</th>

Level 1	Production application down or major malfunction resulting in majority of users unable to perform their normal functions.	1 hour 24/7, All products
Level 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 products
Level 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 products
Level 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]

JIRA Studio Support Response Times

<th class="confluenceTh">Severity of Problem:</th><th class="confluenceTh">Initial response within:</th>

Production application down, or major malfunction causing business revenue loss or high numbers of staff unable to perform their normal functions.	1 working hour
Serious degradation of production application performance or functionality.	4 working hours
Production application issue that has moderate impact to the business.	8 working hours
Need assistance with installation or upgrade.	24 working hours
Question 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</p<>>

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</p<>>

[justindowning]

JIRA Studio is hosted by Contegix. They have an SLA published here: http://www.contegix.com/support/sla.php

However, as a customer of their customer, I doubt it would apply directly to JIRA Studio users.

[JohnA]

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