Added by Donna McGahan, last edited by Jeremy Largman on Apr 13, 2008  (view change)

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Technical support is available for current customers, users with active maintenance and trial users. This space contains guidelines for:

  • logging support requests
  • creating requests for bug fixes, improvements and new features.

Support requests

You can request Atlassian support at http://support.atlassian.com. You'll also find information about the support procedures on that site. Here are some additional guidelines:

Requests for bug fixes, improvements and new features

You can log a request against any of the Atlassian products in JIRA. Here are some guidelines on the information you should add to your JIRA request:

Technical Support Policy For Unsupported Environments

Failures

Atlassian will provide full technical support for any failures that appear to be related to the core product or supported environments.

If a failure appears related to an unsupported environment and replicating that environment is reasonable, then support will attempt to reproduce the problem. For environments where considerable configuration is required, the user is responsible for setting up a supported environment themselves and replicating the problem there. Support will provide best-effort assistance to the user with replicating their setup using our official installation guides and Standalone editions (if available) to reproduce a supported environment. Existing customers will be able to use a free developer license as well.

If the same problem can be shown to occur in a supported environment then Atlassian will provide full support. Otherwise, then the user will be referred to the vendor for the unsupported software, the Atlassian forums and any Atlassian partners.

Configuration

Atlassian will provide only basic assistance with configuration in unsupported environments. Beyond this, support will direct users to vendor and Atlassian community documentation, the Atlassian forums and our partners for further assistance.

Support Life & Maintenance

Product End of Support Life

As our products mature and our customer base grows, we're finding it more difficult to support outdated versions. Therefore, starting in July 2008, we will only support major product point versions for two years after the last point version has been released. For example, support for Confluence 2.1 (last version 2.1.5 released March 2006), will be removed from the support matrix effective June 30, 2008.

The first two products to have End of Support Life set are:
Confluence 2.1 End of Support Life June 30, 2008
JIRA 3.5 End of Support Life June 30, 2008

Versions earlier than those listed above are also classified as being in End of Support Life status.
For organisations who choose not to upgrade the applications they're using, but continue to pay annual maintenance, our Support team will continue to accept cases on usage and basic configuration, etc, but we are unable to diagnose potential code-based root causes.

What is covered under Software Maintenance

Software maintenance covers access to any support* and software product updates for your software licence.

After your software maintenance period expires, you will no longer be able to access support or software updates (including security patches).

* Support covers technical service requests for implementation and configuration assistance, upgrade assistance, and post-implementation product issues.

A technical service request is defined as assistance with one issue, problem, or question relating to the use or installation of a Atlassian product, regardless of the number of communications required.

Support does not cover the following:

  • Development requests, including product customisation, custom code development or support for non-certified third party plugins.
  • Database integrity or database performance issues, including tuning and optimisation of the database.
  • Network topology or environment issues.
  • Application server issues not directly related to the Atlassian product implementation, configuration or operation.
  • Service requests or issues referred via Atlassian forums.

About Atlassian Support

Issue Priority Field
Customers can set an issue's priority in order to convey the urgency of the issue to the Atlassian Support Staff. Below are the definitions for each possible priority:

Priority Definition
Critical Application down, or major malfunction causing business revenue loss or high numbers of staff unable to perform their normal functions or critical deployment activity failed.
High Serious degradation of application performance or functionality.
Medium Application issue that has moderate impact to the business, or an issue that has a workaround that is considered as temporary.
Low Question on how a particular feature or function performs or should be configured. Issue that has minimal impact on business and can be tolerated for a reasonable period.

Support centres
Atlassian support is currently available via three support centres around the world:

  • Sydney, Australia — Local hours of operation: 8am-5pm, Mon-Fri
  • San Francisco, USA — Local hours of operation: 8:30am-5:30pm, Mon-Fri
  • Kuala Lumpur, Malaysia — Local hours of operation: 9am-12am(midnight), Mon-Fri

Plugin support
Atlassian can provide limited support for third party plug-ins; support issues should be directed to the provider of the plug-in for more comprehensive support capabilities. For a list of plug-ins for your product please see: