Service Level Agreements

Please choose the service level agreement that best suits your needs

To guarantee you hassle-free operation of Atlassian applications, you can choose between three different service level agreements. You can opt to upgrade to a higher-level contract at any time. The Atlassian operating packages include SLA Bronze. Depending on the area of application and criticality of the application, we also recommend booking either an SLA Silver or Gold agreement.

SLA Bronze

included in package
Response time
1	2	3
4 hours	2 workdays	5 workdays
Resolution time
Maximum solution time is not guaranteed
Standard service time on workdays between 9:00 to 17:00 [CET/CEST]

SLA Silver

+ 100 EUR / month
Response time
1	2	3
2 hours	4 workdays	2 workdays
Resolution time
max. 8 hours
Standard service time on workdays between 9:00 to 17:00 [CET/CEST]

SLA Gold

+ 300 EUR / month
Response time
1	2	3
1 hour	2 hours	1 workday
Resolution time
max. 4 hours
Premium service time on workdays between 7:00 to 20:00 [CET/CEST]

Period	Description
Service time	During the service period, incidents are received and processed. Response and resolution times refer to this period.
Response time	The response time is the period between the error message and the first qualified measure for error analysis and troubleshooting.
Resolution time	Maximum time until troubleshooting or a workaround after the start of troubleshooting.
Workday	Workdays are from Monday to Friday, except for public holidays in Hessen.

Classification	Description	Concrete examples
1	Operation Malfunction	Complete failure of the application or more than 50% of users cannot log in.
2	Operation downtime	Severe performance problems, central functions are not available to more than 50% of users.
3	Slight disturbance	Individual components (macros) do not work or only a few users are affected