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Questions regarding products SLAs

We're now working on a number of procedures to professionalize working with our Atlassian products, JIRA and Confluence. As part of these procedures we would like to understand what the service level is. Could you please explain some things to us, or point is into the right direction to some existing documentation?

I have read: https://www.atlassian.com/legal/sla

However I have the following questions:

  • When the service level is 99,9% per month. Does that mean the system can be down for 0,72 hours per month? My calculation is: 30 days * 24 hours * 0,1%.
  • I have read about the service credits system. But do we get any guarantees about the system being up again after failure?
  • What is the maximum time a product can be down before it's repaired?
  • Do I only have a guarantee of the system being repaired when I raise a ticket? Or is it noticed by your internal monitoring anyway?
  • Within this article I read about MTBF, MTTR, MTTF, MTTA: https://www.atlassian.com/incident-management/kpis/common-metrics. Can you specify these numbers?
  • For all above questions, please answer them for both JIRA and Confluence (if they differ).

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