What is Premier Support?

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Objective

What is Premier Support?

Environment

Server/Cloud/Data Center

Procedure

We created the Premier Support program to provide enterprise-grade support to our customers who want more from support team than general application usage.

Premier Support provides:

  • Account-wide coverage - Support for your whole organization which includes all of your Atlassian applications through 3 named contacts you specify
  • Dedicated team of Senior Support Engineers
  • Onboarding process where the Premier Support team gets to know your environment
  • Ticket Priority and Enhanced SLA's - As fast as a 30-minute response time for Level 1 tickets documentation on what's included and response times
  • Weekend coverage for Level 1 tickets
  • Warm Global handoffs from engineer to engineer - Engineers will hand off your ticket until it is resolved, round the clock, around the world
  • Formal post-incident reports
  • Priority with development teams for complex support cases that require consultation with developers

Pricing: $35,000 per year covering all Atlassian products for 3 named contacts in your organization. See the Premier Support datasheet for more information.

When you raise a request, the Premier Support team already know the answers to the questions you would ask for (about your licenses, environment, etc.) and you would be talking to a senior support engineer whom you wanted to talk.

 





Last modified on Oct 5, 2018

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