Atlassian Support

Table of Contents

[ Maintenance Agreement ] [ Who is Eligible to Raise a Support Request ] [ Pre-requisites for System Administrators ] [ Support requests ] [ Requests for bug fixes, improvements and new features ] [ Development support and customisations ] [ Plugins ] [ Support for Third Party Products ] [ Technical Support Policy For Unsupported Environments ] [ Deployment Planning Activity ] [ Support Life & Maintenance ] [ About Atlassian Support ]

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.

Maintenance Agreement

Software maintenance covers any access to any support and software product updates for your software license. Support includes:

Identifying and troubleshooting problems in the system
Providing workarounds and solutions
Providing resources and guidance on installation and configuration
Tuning the application for performance

After your software maintenance period expires, you will no longer be able to access support or software updates (including security patches) or the Atlassian Support Knowledge base. Renewing your software maintenance is done purely at your discretion, and can be reviewed in advance of your maintenance period expiration to ensure uninterrupted access to the support services and software and security updates.

You can continue to use your software after the active maintenance period expires. Do keep in mind that software maintenance renewals commence from the expiration of the last active software maintenance period.

Who is Eligible to Raise a Support Request

Support is limited to system administrators and account holders. End-users will be redirected to a system administrator. Confluence/JIRA Personal license holders are not entitled to Atlassian support.

Pre-requisites for System Administrators

Administering Atlassian products requires a baseline technical skill set, including but not limited to:

Comfort with running SQL commands and installing a database. It's best if you have a good DBA for database troubleshooting and administration.
Installing and maintaining production web technologies

Customers are responsible for administering and doing their own installations. Atlassian support will provide guidance on how to do this, but we will not be able to do step by step maintenance and installation. If you require further assistance with this level of implementation, please consider the following resources:

Support requests

You can request Atlassian support at http://support.atlassian.com. Support.atlassian.com is a private JIRA instance that tracks all the cases currently handled by Atlassian Support. You'll also find information about the support procedures on that site. Here are some additional guidelines:

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:

Production is defined as an instance of Atlassian software actively used by the customer's business.

Priority	Definition
Critical	Production application down, or major malfunction causing business revenue loss or high numbers of staff unable to perform their normal functions.
High	Serious degradation of application performance or functionality.
Medium	Production application issue that has moderate impact to the business. OR Need assistance with installation or upgrade.
Low	Question on how a particular feature or function performs or should be configured.

Requests for bug fixes, improvements and new features

You can log a request against any of the Atlassian products in JIRA. Jira.atlassian.com is a public JIRA instance that tracks all bugs, suggestions, and feature requests for our products. Here are some guidelines on the information you should add to your JIRA request:

JIRA usage guidelines

If we determine your problem is a bug or feature request, we'll refer you to the issue in jira.atlassian.com and resolve the support request.

For more info, read about how we schedule new features and bugs.

Development support and customisations

Atlassian provides source code for commercial customers, and a plugin framework for all our products. We encourage plugin development and source code modification, but we cannot provide support for development requests. Our community forums are a good place for developer discussions. This also includes customisations to our products, like modifying text or layouts.

Plugins

Please refer to our policy regarding supported plugins.

Support for Third Party Products

Atlassian products interface with a variety of technologies. Servlet Containers and Databases are integral technologies; without them our products cannot function. Front-end solutions like Web Servers (like Apache HTTP Server), load balancers, single sign-on solutions, source code and LDAP repositories add functionality that is often critical to functioning of our products.

Atlassian will make its best effort to provide documentation for integration with these 3rd party applications, but does not provide support for 3rd party applications. We cannot guarantee expertise when a failure in a 3rd party application occurs. For SSL, we will refer to Certificate Authorities who have expertise in this area.

Atlassian support does not extend to database performance issues, including tuning and optimisation of the database.

Technical Support Policy For Unsupported Environments

Please refer to product-specific documentation regarding which environments are supported.

Confluence
JIRA

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.

Deployment Planning Activity

Planning for rolling out our products or capacity planning for large instances is better suited for service offerings than Atlassian Support. We will refer this kind of activity to our partner network. This includes establishing specific upgrade and deployment plans for existing installations.

Support Life & Maintenance

Product End of Support Life

Atlassian supports major versions for two years after the last minor iteration of that version was released (for example, we support Confluence 2.2.x for 2 years after Confluence 2.2.10 was released). Atlassian Support will help to upgrade to the current instance, but not troubleshoot the old version. The current iteration of products to have End of Support Life are:

Confluence 2.4 End of Support Life April 13, 2009
Confluence 2.5 End of Support Life October 3, 2009
Confluence 2.6 End of Support Life November 27, 2009
Confluence 2.7 End of Support Life March 19, 2010

JIRA 3.8 End of Support Life March 13, 2009
JIRA 3.9 End of Support Life July 3, 2009
JIRA 3.10 End of Support Life August 21, 2009

Versions earlier than those listed above are also classified as being in End of Support Life status. You can download the latest versions of our software here.

What is covered under Software Maintenance

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

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

Support centres
Atlassian support is currently available 24 hours a day, 5 days a week for Jira and Confluence. Crowd, Bamboo, Fisheye, Clover, Crucible, Jira Studio and the IDE Connector are handled from our Sydney office only. You can learn about our local offices here.

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: