Connect metrics

When you onboard to the Cloud Fortified Apps Program, we measure the following SLIs for your app:

• App availability success rate: Measures whether your app is available by calculating the rate of successful app health check requests.
• Installation callback success rate: Measures whether your app is processing installation callbacks successfully and responsively.
• Webhook delivery success rate: Measures whether your app is processing webhooks successfully and responsively.

SLO breach notifications

When you sign up for the Cloud Fortified Apps Program, you provide us with a generic email address that will receive notifications when an SLI breaches its SLO. If your team already uses an alerting or on-call management platform such as Opsgenie, you can use these emails to trigger alerts in your system.

Notification data

When an SLI is in breach, we notify you by email from no-reply@am.atlassian.com.

The email HTML body contains a script tag of type application/json and ID incident-data. This HTML element contains a JSON object that holds details about the alert. We also provide the JSON schema for this data.

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<script type="application/json" id="incident-data">
{
  "appKey": "com.example.appkey",
  "appDetails": {
    "name": "AppName",
    "partnerName": "Atlassian"
  },
  "incidentId": "FOotlQrY5ZQ",
  "incidentStatus": "ANOMALOUS",
  "time": "2022-03-24T15:40:00Z",
  "metricName": "Jira Installation Callback Success Rate",
  "metricUnit": "PERCENT",
  "measurementDurationSeconds": 86400,
  "sliValue": 60.0,
  "sloValue": 99.0
}
</script>

Consequences of SLO breaches

You won’t be penalized if your app is in breach of SLOs in the following cases:

• Atlassian failure. We can conduct the system-at-fault analysis retrospectively.
• Planned downtime if you notify Atlassian in advance. Please inform us in a comment on your Cloud Fortified app approval ticket if you have upcoming planned downtime.

We aim to help Marketplace partners improve their apps' reliability. If an app breaches its SLOs continually, it's in our interest to get it back up to Cloud Fortified app standards. Therefore, there is an escalation of actions depending on the frequency and consistency of SLO breaches:

• Incident management: You can raise an EcoHOT ticket to get a response and start fixing the issue within the incident management process.

• Remediation: If breaches repeat, we contact you to identify the breaches' causes and help you form a strategy to bring the app back up to scratch.

• Demotion: Apps that continuously breach SLOs and fail to fix problems are demoted to a non-Cloud Fortified designation in Marketplace. We try to avoid this and will work with you to prevent possible incidents.

Monitor your SLIs

With the developer console, you can get insight into your app's metrics. For example, you can:

• Identify trends that suggest impending issues.
• Review the metrics before an app is fully enrolled to identify any required remediation.

Learn how to Monitor your Connect apps.