All service level managers will love it. The ALS history displays detailed protocol information (text and diagram) to track when a metric is started, stopped and continued. With the analytics function, you can create your own statistics on an outcome level basis based on the SLA agreement and any other problematic area. Create Service Level Agreements (SLAs) to manage goals 3. Exclusions. You are not entitled to a service credit if you violate the terms and conditions. The Service Level Commitment does not include downtime as:a) the use of cloud products is carried out in a manner that is not permitted under the conditions or in accordance with applicable documentation; (b) events of force majeure or other factors that are not subject to our proper control, including, but not limited to access to the internet or related problems; (c) your equipment, software, network connections or other infrastructure; (d) your data or materials (or similar concepts, in accordance with applicable conditions); (e) third-party devices, applications, add-ons, software or technologies (excluding our agents and subcontractors); or (f) routine maintenance or appropriate emergency maintenance in accordance with Atlassian maintenance policy. For sandbox instances or free, proof-of-concept, beta or trial services, or (y) functions excluded from the Service Level Commitment (in the corresponding documentation) are not provided of service level credits.
(a) If we confirm that the Service Level Commitment has not been complied with in a given calendar month and you apply for a service credit within 15 days of the end of that calendar month, You are entitled to a credit based on (a) the monthly fee charged for the affected cloud product that you provided during the month you have such an outage if you have a monthly subscription plan or (b) 1/12 of the annual fee charged for the relevant cloud product you provided, if you have an annual plan (“service credit”). To obtain a service credit, you must submit a ticket to support.atlassian.com with fields filled in completely and accurately and provide all other information or documents reasonably requested. Our monitoring and logging infrastructure is the source of the truth to determine the percentage of monthly operating time, errors and whether we have fulfilled the service level commitment. All calendar months are measured in the UTC time zone.