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
Response time | ||
| 1 | 2 | 3 |
| 4 hours | 1 workday | 5 workdays |
| RPO Backup frequency | ||
| 24 hours | ||
Resolution time | ||
Maximum solution time is not guaranteed | ||
| RPO Backup Frequency | ||
| 24 hours | ||
| Guaranteed Uptime | ||
| 99,5% yearly | ||
Standard service time on workdays between 9:00 to 17:00 [CET/CEST] | ||
Update time on workdays between 9:00 to 17:00 [CET/CEST] | ||
included in package | ||
|---|---|---|
SLA Silver
| Response time | ||
| 1 | 2 | 3 |
| 2 hours | 4 hours | 2 workdays |
| RPO Backup frequency | ||
| 24 hours | ||
| Resolution time | ||
| max. 8 hours | ||
| RPO Backup Frequency | ||
| 24 hours | ||
| Guaranteed Uptime | ||
| 99,8% yearly | ||
Standard service time on workdays between 9:00 to 17:00 [CET/CEST] | ||
Update time on workdays between 9:00 to 17:00 [CET/CEST] | ||
| + 75 EUR / month | ||
|---|---|---|
SLA Gold
| Response time | ||
| 1 | 2 | 3 |
| 1 hour | 2 hours | 1 workday |
| RPO Backup frequency | ||
| 12 hours | ||
| Resolution time | ||
| max. 4 hours | max. 2 workdays | |
RPO Backup Frequency | ||
| 12 hours | ||
| Guaranteed Uptime | ||
| 99,8% quarterly | ||
Premium service time on workdays between 7:00 to 20:00 [CET/CEST] | ||
Update time on workdays between 9:00 to 17:00 [CET/CEST] | ||
| + 150 EUR / month | ||
|---|---|---|