Currently, we do not provide a strict SLA for uptime and support, but provide our internal targets as a guide for clients:
We aim for 99.99% uptime for Atlassian Cloud-based Apps*.
Please see our Statuspage for uptime monitoring.
We aim to respond to Service Desk tickets within 1 hour (initial response) during business hours.
We operate on UK Business Hours.
*Note Atlassian Cloud has a 99.95% uptime target.