How to claim an SLA credit from Atlassian (Jira, Confluence, Bitbucket)
Atlassian Premium and Enterprise owe a service credit when Jira, Confluence, or Bitbucket miss their uptime SLA — but you have only until the 15th of the next month to file. Here's the credit schedule and how to claim.
Atlassian's Cloud Premium and Enterprise plans come with a real uptime SLA — and a real service credit when Jira, Confluence, or Bitbucket misses it. But Atlassian won't apply that credit on its own, and the window to ask is one of the tightest in SaaS: the 15th of the following month. Here's exactly what you're owed and how to claim it in time.
The short answer
When an Atlassian Cloud Premium or Enterprise product falls below its monthly uptime commitment — 99.90% for Premium, 99.95% for Enterprise — you're owed a service credit against a future bill, worth 10% of that product's monthly fee for a small miss, 25% for a worse month, and 50% for a severe outage (below 95% uptime). Claiming it takes two steps: raise a support ticket during the incident, then submit a separate "Cloud Premium/Enterprise SLA compensation request" at support.atlassian.com — by the 15th of the month after the outage. Standard and Free plans carry no uptime SLA, so there's nothing to claim on them.
What Atlassian commits to
The commitment is measured per product, per calendar month, and only on the paid upper tiers:
| Plan | Monthly uptime commitment |
|---|---|
| Cloud Premium (Jira, Jira Service Management, Confluence, Bitbucket, Compass, Loom) | 99.90% |
| Cloud Enterprise (Jira, Jira Service Management, Confluence, Loom) | 99.95% |
Standard, Free, and older Classic plans don't carry an uptime SLA at all — the credit remedy is a Premium/Enterprise benefit, so the plan you're on matters more than which product went down.
What you're owed
Credits are tiered by how far the month fell below target and apply to the affected product's monthly fee:
| Measured monthly uptime | Premium credit | Enterprise credit |
|---|---|---|
| 99.90% – under 99.95% | — | 5% |
| 99.00% – under 99.90% | 10% | 10% |
| 95.00% – under 99.00% | 25% | 25% |
| below 95.00% | 50% | 50% |
Two things to read from this table. Enterprise's stricter 99.95% target means a month between 99.90% and 99.95% is a breach for Enterprise (a 5% credit) but not for Premium. And the credit tops out at 50% of the affected product's monthly fee — it's compensation for the downtime, not damages for your lost work. Model your figure with the Atlassian credit calculator: enter your monthly spend and the month's measured uptime and it returns the tier and the dollar amount.
What's covered — and what isn't
Atlassian's SLA covers the browser-based experience of the product: the site loading, viewing and editing issues or pages, pull requests, Git transactions, and video playback. It specifically excludes integrations, third-party Marketplace apps, API calls, and mobile experiences — with one exception, Bitbucket Cloud Git transactions, which are covered. Scheduled maintenance is excluded too. So if your outage was an API or app-integration failure rather than the core browser experience, it may fall outside the SLA even though it disrupted your team. Check what actually went down before you measure a breach.
The evidence Atlassian expects
- Your cloud site URL (e.g. yourteam.atlassian.net)
- Your plan — Premium or Enterprise — for the affected product
- The affected products and which browser-based experience was down
- The support ticket reference you raised during the incident
- The incident start and end times
Corroborate the outage with the incident record on the Atlassian status page.
How to claim an Atlassian SLA credit
- During the outage, raise a technical support ticket at support.atlassian.com describing the problem — this first ticket is a prerequisite for the compensation request that follows.
- After the month closes, measure the affected product's uptime for that calendar month and match the shortfall to the 10% / 25% / 50% tier (or the Enterprise 5% band).
- Go to support.atlassian.com, open a new request, and choose the topic "Cloud Premium SLA compensation request" or "Cloud Enterprise compensation request" to match your plan.
- Complete every field: cloud site URL, affected product, plan, the incident support-ticket reference, the incident timestamps, and your measured uptime and claimed credit percentage.
- Submit by the 15th of the month after the outage — an approved credit is applied to a future invoice, not refunded as cash.
Watch the deadline
The 15-day window is the detail that costs teams the most money. You have until the 15th of the month following the outage — so a January outage must be claimed by 15 February, and an incident on 31 January gives you barely two weeks. Because the SLA is a two-step process, the support ticket you raise *during* the incident is what makes the later compensation request valid, so don't wait until month-end to start. Miss the date and the credit is forfeited no matter how large the outage was. It's the shortest common claim window among major SaaS vendors — shorter even than Google Cloud's 30 days.
Frequently asked questions
Does Atlassian give credits for Jira or Confluence downtime?
Yes, on Cloud Premium and Enterprise plans. When a product misses its monthly uptime SLA — 99.90% for Premium, 99.95% for Enterprise — you can request a service credit worth 10% to 50% of that product's monthly fee, applied to a future bill. Standard and Free plans have no uptime SLA, so no credit is available there.
How long do I have to claim an Atlassian SLA credit?
Until the 15th of the month after the outage occurred — one of the shortest windows in SaaS. A March outage, for example, must be claimed by 15 April. The clock runs from the calendar month, not from when you noticed the problem.
How much is an Atlassian SLA credit worth?
It scales with the shortfall: 10% of the affected product's monthly fee when uptime is between 99% and target, 25% between 95% and 99%, and 50% below 95%. Enterprise plans add a 5% credit for the 99.90–99.95% band. Use the Atlassian SLA guide to estimate your amount.
How do I actually file the compensation request?
In two steps: raise a technical support ticket during the incident, then submit a separate "Cloud Premium/Enterprise SLA compensation request" at support.atlassian.com with your site URL, plan, affected products, the ticket reference, and the incident times.
Do Atlassian Standard or Free plans get SLA credits?
No. Atlassian's uptime SLA and credit remedy apply only to Cloud Premium and Enterprise. On Standard or Free plans there's no uptime commitment to breach, so there's no credit to claim.
Methodology & caveats
The uptime commitments, credit tiers, 15-day window, two-step process, and coverage exclusions above are transcribed from Atlassian's published Cloud SLA into Ontracko's profile; verify the exact clause and your plan's terms before filing, since Atlassian updates its SLA and your order form may differ. Live Atlassian incident history is on its status page. For how Atlassian stacks up against other vendors, see which SaaS vendors actually pay SLA credits, or start with what an SLA credit is and the SLA glossary.
*Ontracko monitors Atlassian's public status feed, detects SLA breaches, and assembles the claim before the 15-day window closes. Monitor Atlassian free — 8% only on recovered credits. See Atlassian live status or the Atlassian SLA calculator.*
Related reading
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Or browse the SLA glossary and the reliability rankings.
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