Support Services
Keep your systems running smoothly with access to highly-trained support teams and quick response times. Whether your team utilizes our Data Center or Cloud products, you can find the right level of support for you.
“With Premier Support, we like that we receive a timely response and have assigned representatives. Premier Support has helped Cisco mitigate risk and reduce cost.”
Data Center Cloud support offerings are bundled with Standard, Premium, and Enterprise plans. The Cloud Free plan* has access to self help resources.
Standard
- 9/5 regional
Premium
- 24/7 for high impact issues
- Faster response times
Enterprise
-
24/7 for all technical issues
- Senior support team
- Fastest response times
- Phone support
| | Standard | Premium | Enterprise |
|---|---|---|---|
| Products | Standard Jira, Jira Service Management, Jira Product Discovery, Confluence, Bitbucket, Atlas, Compass, Loom | Premium Jira, Jira Service Management, Confluence, Bitbucket Cloud, Atlassian Guard, Atlas, Compass | Enterprise Jira, Jira Service Management, Confluence, Atlassian Guard* |
| Support Packaging | Standard Bundled with paid standard software license | Premium Bundled with paid premium software license | Enterprise Bundled with paid enterprise software license |
| Support Team | Standard Cloud support team | Premium Cloud support team | Enterprise Dedicated senior team |
| Phone Support | Standard Not available | Premium Not available | Enterprise Dedicated phone number |
| Support Entitlements (who can raise support requests) | Standard Product and site admins of Standard product sites | Premium Product and site admins of the Premium product and organization admins | Enterprise Product and site admins of the Enterprise product and organization admins |
| Technical Support Hours | Standard 9 hrs per day Mon - Fri | Premium L1: 24/7 L2: 24/5 (Mon - Fri)L3, L4: 9 hrs (Mon - Fri) | Enterprise 24/7 |
Initial Response Time (IRT) | |||
| L1: Application Down | Standard L1: 2 business hours | Premium L1: 1 hour | Enterprise L1: 30 mins |
| L2: Serious Degradation | Standard L2: 6 business hours | Premium L2: 2 hours | Enterprise L2: 2 hours |
| L3: Moderate Impact | Standard L3: 1 business day | Premium L3: 1 business day | Enterprise L3: 8 hours |
| L4: Low Impact / Inquiry | Standard L4: 2 business days | Premium L4: 2 business days | Enterprise L4: 24 hours |
*Enterprise product users are covered by Atlassian Guard for free. We’ll only include Atlassian Guard in your bill for those not using Enterprise products.
*Community Support (from the Atlassian Community) is available to Cloud Free plans, in addition to self-help resources such as documentation and public bugs.
We have separate support offerings for Jira Align, Trello, Opsgenie, and Statuspage. Learn more here: Jira Align Support, Trello Support, Opsgenie Support, Statuspage Support
Priority support is bundled with each Data Center license (see exceptions below). Premier support can be purchased for a higher level of support.
Select
- 9/5 regional
Priority
- 24/7 for high impact issues
- Senior support team
- Faster response times
Premier
- 24/7 for all issues
- Senior support team
- Fastest response times
- Phone support
| | Select | Priority | Premier |
|---|---|---|---|
| Products | Select Jira, Jira Service Management, Confluence, Fisheye, Crucible, Bamboo, Bitbucket, Jira Align, Crowd | Priority Jira, Jira Service Management, Confluence, Fisheye, Crucible, Bamboo, Bitbucket, Crowd | Premier Jira, Jira Service Management, Confluence, Fisheye, Crucible, Bamboo, Bitbucket, Crowd |
| Support Packaging | Select Bundled with non-Priority eligible Data Center software licenses | Priority Bundled with each Data Center software license. Exceptions: | Premier Purchase required separately |
| Support Team | Select Regionally based team | Priority Senior team | Premier Dedicated senior team |
| Phone Support | Select Not available | Priority L1 tickets only | Premier Dedicated phone number |
| Support Entitlements (who can raise support requests) | Select Admins of products with 25+ users (4+ users for Jira Service Management) | Priority Admins of sites associated with Priority Support | Premier Premier Named Contacts (three named contacts) |
| Support Hours | Select 9 hrs per day Mon - Fri | Priority L1: 24/7 L2: 24/5 (Mon - Fri) L3: 9 hours per day (Mon - Fri) L4: 9 hours per day (Mon - Fri) | Premier 24/7 |
| Supported Language | Select Japanese and English | Priority English only | Premier English only |
| Price | Select N/A | Priority Included with most Data Center subscriptions (see ‘Support Packaging’ above).Buy now | Premier $39,500 per three named contacts Buy now |
Initial Response Time (IRT) | |||
| L1: Application Down | Select L1: 2 business hours | Priority L1: 1 hour | Premier L1: 30 mins |
| L2: Serious Degradation | Select L2: 6 business hours | Priority L2: 2 hours | Premier L2: 2 hours |
| L3: Moderate Impact | Select L3: 1 business day | Priority L3: 1 business day | Premier L3: 8 hours |
| L4: Low Impact / Inquiry | Select L4: 2 business days | Priority L4: 2 business days | Premier L4: 24 hours |
*Additional features included with Premier are: development escalation priority, proactive health checks (includes QA and Staging), on-boarding & environment familiarity
Additional Services
Need help optimizing your Atlassian software and team practices? Consider Advisory Services. Read more
Looking for consulting services or need to customize Atlassian products? Atlassian Partners can help. Read more
Considering migrating from Data Center to Cloud? Contact our Customer Migrations team. Contact