Atlassian's 27 August Outage: How to Claim Your Service Credit

If your Jira or Confluence went down for the best part of an hour on 27 August, you weren’t imagining it. Atlassian confirmed an outage affecting Confluence, Jira and Jira Service Management Cloud, and if you’re on a Premium or Enterprise plan, you may be entitled to a service credit for it.

Here’s what happened, what you’re entitled to, and how to claim it.

What Happened

On 27 August 2026 at 04:22 UTC, Atlassian reported an incident affecting Confluence, Jira and Jira Service Management Cloud. It ran for 54 minutes, wrapping up at 05:16 UTC.

In local terms, that’s:

- NZST 16:22

- AEST/AEDT 14:22

- ACST 13:52

- AWST/AWDT 12:22

Not a huge window on its own. But stack it up against a full month, and it’s enough to tip Atlassian below its own uptime commitments.

Why It Matters

Atlassian’s Service Level Agreement sets out the uptime it has to deliver each month:

• Premium Cloud Plan: 99.9%
• Enterprise Cloud Plan: 99.95%

Fall short of that, and Atlassian owes affected customers a service credit. August had 44,640 minutes in total, so 54 minutes of downtime works out to an actual uptime of 99.879% for the month. That’s below the commitment for both plans, which means:

• Premium customers: entitled to a 10% service credit
• Enterprise customers: entitled to a 10% service credit

Small percentage, but it adds up, especially if you’re managing licensing across a large user base.

How to Claim Your Credit

Here’s the part that catches most people out: Atlassian won’t apply this automatically, and we can’t submit it on your behalf. It’s a two-step process, and you need to do both.

1. Report the problem. Submit a technical support request at support.atlassian.com/contact during the incident (or as close to it as you can manage).
2. Request the compensation credit. Separately, submit an SLA compensation request. From the “What can we help you with?” dropdown, choose Compensation Requests, then select either Cloud Premium SLA compensation request or Cloud Enterprise compensation request, depending on your plan.

You’ll need to be a billing contact, billing admin, site admin or organisation admin to lodge the request. If that’s not you, it’s worth flagging this to whoever holds that role in your organisation sooner rather than later.

Don’t Leave It Too Late

The deadline to submit your compensation request is 15 September 2026, fifteen days after the end of the month the outage occurred in. Miss it, and the credit is gone.

If you’re not sure whether your organisation is on a Premium or Enterprise plan, or who holds admin access to lodge the request, that’s a good five-minute conversation to have internally this week.

If you have any questions about the process, get in touch with our team.