A service level agreement (SLA) at Atlassian is a contractual agreement that defines the level of service expected from the company`s products or services. This agreement outlines the responsibilities of Atlassian as a service provider and the customer`s obligations in return.
Atlassian is a well-known provider of software tools for project management, collaboration, and software development. They offer a wide range of products, including Jira, Confluence, Bitbucket, and Trello. To ensure customer satisfaction, Atlassian has put in place a comprehensive SLA that outlines the level of service their customers can expect.
Atlassian`s SLA includes provisions for uptime, response time, and issue resolution. The company guarantees 99.9% uptime for their products and services, meaning that they will be available and functioning 99.9% of the time. This ensures that their customers can rely on their products and services and that their work is not interrupted due to system downtime.
Response time is another critical component of Atlassian`s SLA. The company guarantees a response time of 24 hours for critical issues and 48 hours for non-critical issues. This means that if a customer reports a critical issue, Atlassian`s support team will respond within 24 hours to resolve the issue.
In addition to uptime and response time, Atlassian`s SLA includes provisions for issue resolution. The company guarantees that critical issues will be resolved within 48 hours and non-critical ones within 72 hours. This ensures that their customers get timely support and their issues are resolved promptly.
Atlassian also provides a service credit in case they fail to meet the SLA specifications. If their products or services do not meet the guaranteed uptime, response time, or issue resolution, customers are eligible for a service credit. This credit compensates for the lost time or productivity caused by the service disruption.
In conclusion, Atlassian`s SLA is a comprehensive agreement that defines the level of service their customers can expect. Their SLA includes provisions for uptime, response time, and issue resolution and ensures that their customers can rely on their products and services. Additionally, the service credit provides customers with compensation in case of service disruptions. As a result, Atlassian`s SLA is both customer-centric and reliable, ensuring that their customers receive exceptional service.