Atlassian Legendary Service Support Offering

Here at Atlassian we pride ourselves on our Legendary Service! This page contains details about the scope of Atlassian Support.

For our hosted applications, see Atlassian Hosted Support Offering.

Support Includes

Identifying and troubleshooting problems in the system
Providing workarounds and solutions
Creating bug reports
Providing resources and guidance on installation and configuration
Tuning the application for performance
Implementation and configuration assistance
Upgrade assistance

Support Does Not Include

Customers without a valid maintenance agreement
Product versions released over 2 years ago
Development questions or requests
Third-party application integrations or third-party plugins
Beta or Development releases ("Release Candidates" are supported)
Support for end-users
Product training
Non-English language support

Hours of Operation

Support is available 24 hours a day, 5 days a week starting 8am Monday in Sydney and ending 5:30pm Friday in San Francisco. We offer 24x7 support for system outages.

Support Issue Levels of Severity and Initial Response Times

While Atlassian attempts to respond to all issues in a timely manner, critical issues i.e. issues that hurt our customers' production applications (Level 1, Level 2) do take priority. "Production" is defined as an instance of Atlassian software actively used by the customer's business.

Level of Severity	Description of Severity	Initial Response Within:
Level 1	Production application down or major malfunction resulting in majority of users unable to perform their normal functions.	1 hour 24/7, All products
Level 2	Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions.	4 hours 24/7, All products
Level 3	Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions.	8 hours 24/7 OnDemand, Enterprise Hosted 8 hours 24/5 (M-F) All other products
Level 4	Minor loss of application functionality or product feature question.	24 hours 24/7 OnDemand, Enterprise Hosted 24 hours 24/5 (M-F) All other products

Live Support

Phone support from our regional offices is provided for system outages and major malfunctions (Level 1 and Level 2). Please create a support ticket first, so all the information is recorded.

This approach allows Atlassian to prioritize production system outages.

Supported Platforms

You can have confidence that our supported platforms are well tested and we will work to correct issues. Atlassian will not provide assistance with configuration in unsupported environments. See the pages below for detailed information on what platforms are supported with Atlassian products:

View Specific Product Support Information

Supported Platforms are version specific. When checking the documentation, make sure you're viewing the correct version for your platform.

Product	Supported Platforms (Current Version)	Supported Platforms (Previous Version)
Atlassian OnDemand	Supported browsers	N/A
Confluence	Confluence Supported Platforms	Confluence 3.3 Supported Platforms
JIRA	JIRA Supported Platforms	JIRA 4.0 Supported Platforms
Crowd	Crowd Supported Platforms	Crowd 2.1 Supported Platforms
Bamboo	Bamboo Supported Platforms and Bamboo Support Policy	N / A
Fisheye	Fisheye Supported Platforms	Fisheye 2.3 Supported Platforms
Clover	Clover Supported Platforms	Clover 2.6 System requirements
Crucible	Crucible Supported Platforms	Crucible 2.3 Supported Platforms
JIRA Studio	JIRA Studio Supported Platforms	N/A
Enterprise Hosting	Frequently Asked Questions	N/A

Addressing Security Issues

Please read our Security Policies page for information about Atlassian's approach to handling security issues.

Atlassian Security Policies

Fixing Bugs and Providing Patches

Atlassian Support will help with workarounds and bug reporting
Patches are issued for current versions and one prior version for critical priority bugs only
Critical bugs will generally be fixed in the next maintenance release
Non critical bugs will be scheduled according to a variety of considerations
Customers are responsible for maintaining their patches during upgrades and server migrations

*Critical priority is defined as "production application down or major malfunction causing business revenue loss or high numbers of staff unable to perform their normal functions." This includes security issues.

For more detailed information, please visit these policy pages:

End of Life Policy

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). This policy excludes security patch iterations.

JIRA	Confluence
4.3 (EOL Date: May 27, 2013) 4.2 (EOL Date: Feb 8, 2013) 4.1 (EOL Date: Jun 18,2012) 4.0 (EOL Date: Feb 26, 2012) 3.13 (EOL Date: July 21, 2011)	4.0 (EOL Date: Nov 25, 2013) 3.5 (EOL Date: Sept 6, 2013) 3.4 (EOL Date: Feb 7, 2013) 3.3 (EOL Date: Sept 21, 2012) 3.2 (EOL Date: May 4, 2012) 3.1 (EOL Date: December 8, 2011) 3.0 (EOL Date: October 6, 2011) 2.10 (EOL Date: April 15 2011)
Fisheye/Crucible	Clover	Crowd	Bamboo	GreenHopper
2.6 (EOL Date: Sept 2, 2013) 2.5 (EOL Date: June 21, 2013) 2.4 (EOL Date: April 11, 2013) 2.3 (EOL Date: January 11, 2013) 2.2 (EOL Date: May 2, 2012) 2.1 (EOL Date: January 27, 2012) 2.0 (EOL Date: October 8, 2011) 1.6 (EOL Date: February 10, 2011) 1.5 (EOL Date: July 31, 2010)	3.0 (EOL Date: December 7, 2012) 2.6 (EOL Date: October 14, 2011) 2.5 (EOL Date: May 28, 2011) 2.4 (EOL Date: March 9, 2011) 2.3 (EOL Date: July 15, 2010)	2.2 (EOL Date: May 17, 2013) 2.1 (EOL Date: January 6, 2013) 2.0 (EOL Date: August 13, 2012) 1.6 (EOL Date: February 17, 2011) 1.5 (EOL Date: October 30, 2010) 1.4, 1.3, 1.2 (EOL Date: October 13, 2010)	3.3 (EOL Date: Nov. 15, 2013) 3.2 (EOL Date: Aug 23, 2013) 3.1 (EOL Date: June 30, 2013) 3.0 (EOL Date: May 5, 2013) 2.7 (EOL Date: Feb 18, 2013) 2.6 (EOL Date: Oct 6, 2012) 2.5 (EOL Date: May 4, 2012) 2.4 (EOL Date: December 9, 2011) 2.3 (EOL Date: August 11, 2011) 2.2 (EOL Date: July 2, 2011) 2.1 (EOL Date: December 2, 2010) 2.0 (EOL Date: July 8, 2010)	GreenHopper EOL is based on the JIRA/GreenHopper version compatibility matrix in conjunction with JIRA's EOL dates.

Versions earlier than those listed above are also classified as being in End of Life status.
Atlassian does not provide support for instances on versions that are End of Life, unless it is to assist in upgrading your instance to a current supported version.
You can download the latest versions of our software here.

Eligibility and Software Maintenance

Software maintenance covers access to support and software product updates for the corresponding software license. Refer to the End User License Agreement for specific terms of agreement. After the active maintenance period expires, the software will continue to function, but you will no longer be able to access support or software updates (including security patches). Note that starter licenses include support.

Support is open to system administrators and account holders. End-users will be redirected to a system administrator.

See Atlassian's bug fixing and patch policies for further discussion.

Knowledge Prerequisites

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

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

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

Where to Turn For Help with Unsupported Issues

Answers

Answers, our Q & A community, is a great channel for discussions outside the bounds of the Atlassian Support offering. Below are some of the areas covered in Answers.

Experts

If you are unable to find what you need from Answers, you could also contact Atlassian Experts. Our experts provide assistance when customers need help on unsupported issues.

Third-Party Product Integration

Atlassian products interface with a variety of technologies. Front-end solutions like Web Servers (eg Apache HTTP Server), load balancers, single sign-on solutions, SSL certificates and LDAP repositories add functionality that is often critical to functioning of our products.

Atlassian will endeavour to provide documentation for integration with these 3rd party applications but does not provide support for 3rd party applications. We are unable to provide support when a failure in a 3rd party application occurs.

Plugins

Atlassian offers support for certain third party plugins as listed in our supported plugins list. For unsupported plugins, issues should be raised with the provider of the plugin. Each plugin's supported status is listed on its page in the Plugin Exchange. If you're doing development work, visit the Atlassian Developer Network.

Beta and Development Releases

Atlassian does not offer support for milestone or beta releases, but we do support release candidates. These will be tracked with the terminology 'RC' in the version title.

Databases and Application Servers

Servlet Containers and Databases are integral technologies; without them Atlassian products cannot function. We provide integration instructions for getting our products to work on supported platforms, but we do not support configurations that differ from the procedures described in our product documentation.

Customisation and Development Requests

There are many ways to customise and extend our products. We provide source access, APIs, remote interfaces, plugin frameworks, scripting languages, and tools that allow users to add or change CSS rules, HTML, and JavaScript real-time. However, our support for use of these customisation options is limited.

If you're working to extend or customize our products and encounter a problem, Atlassian support are happy to help document the problem and relay information to our development teams as follows:

We can help you verify whether our code is working as intended and document any bugs.
If we provide examples of how to make customisations in our documentation, we will work to make sure that documentation is up-to-date.
For in-depth questions about implementing customisations, we will refer customers to our developer network or expert network.

SQL Queries

Modifying data

Atlassian does not support direct database INSERT, UPDATE or DELETE queries, as they can easily lead to data integrity problems. If we encounter customisations at this level, we may ask customers to restore data from their last known working state, or to engage an Expert to help recover their instance to a supportable state. If you are confident your UPDATE or INSERT is safe and your change management system is reliable, refer to the specific product's database documentation.

Fixing problems

In the event that there are data integrity problems due to defects in a product, Atlassian will provide workarounds or solutions to these problems that may involve SQL queries. We use SQL-based solutions as a last resort.

Reporting

Using SQL for business intelligence is beyond the scope of Atlassian Support. Some of our products have a community page for database queries. Please help us as well as the community by contributing your knowledge!

Product	Community Page
JIRA	Example SQL queries for JIRA
Confluence	Obtaining Confluence Instance Metrics
Crowd	Database Schema and Example SQL for Crowd

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.

New Feature Requests

See Implementation of New Features Policy for a detailed discussion.

How to Get Legendary Support from Atlassian

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