Atlassian Support Offerings
Support Options Feature Comparison
Cloud deployments
Support offerings are bundled with Standard, Premium, and Enterprise plans. The Free plans have access to self help resources.1 | Standard | Premium | Enterprise |
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Atlassian Guard is available for any of these plans and includes the same level of support as Premium (whether or not you have a Premium plan). Additional support is included if you have an Enterprise plan3. | |||
| Products2 | Jira, Jira Service Management, Jira Product Discovery, Jira Work Management, Jira Align, Jira Product Discovery, Confluence, Bitbucket, Compass, Atlassian Analytics, Atlas, Trello, Opsgenie, Statuspage, and Loom | Jira, Jira Service Management, Jira Product Discovery Jira Work Management, Confluence, Bitbucket, Compass, Atlas, Trello, Opsgenie and Statuspage | Jira, Jira Service Management, Confluence, Trello |
| Support packaging | Bundled with paid Standard software license | Bundled with paid Premium software license | Bundled with paid Enterprise software license |
| Support team | Cloud support team4 | Cloud support team | Dedicated senior team |
| Phone support | Not available | Not available | Dedicated phone number |
Support entitlements (who can raise support requests) | Product and site admins of Standard product sites | Product and site admins of Premium product sites and organization admins | Product and site admins of Enterprise product sites and organization admins |
Initial response time (IRT)5 L1: Application Down L2: Serious Degradation L3: Moderate Impact L4: Low Impact / Inquiry L5: How-to Questions (BETA) | L1: 2 business hours L2: 6 business hours L3: 1 business day L4: 2 business days L5: 3 business days | L1: 1 hour L2: 2 business hours L3: 1 business day L4: 2 business days | L1: 30 minutes L2: 2 hours L3: 8 hours L4: 24 hours |
| Technical Support hours6 | 9 hours per day Mon - Fri7 | L1: 24/7 L2: 24/5 L3 & L4: 9 hours Mon - Fri | 24/7 |
Server and Data Center deployments
Priority support is bundled with each Data Center license (see exceptions for Bitbucket and Bamboo). Premier support can be purchased for a higher level of support. | Select | Priority | Premier |
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| Products2 | Jira Software, Jira Service Management, Jira Core, Confluence, Fisheye, Crucible, Bamboo, Bitbucket, Jira Align, Crowd | Jira Software, Jira Service Management, Jira Core, Confluence, Fisheye, Crucible, Bamboo, Bitbucket, Crowd | Jira Software, Jira Service Management, Jira Core, Confluence, Fisheye, Crucible, Bamboo, Bitbucket, Jira Align, Crowd |
| Support packaging | Bundled with server and non-Priority eligible Data Center software licenses. | Bundled with each Data Center software license. Exceptions: For Bitbucket, only customers with 251 or more users (the 500 user tier and above) will be eligible. For Bamboo, only customers with 100 or more remote agents will be eligible. | Purchase required separately |
| Support team | Regionally-based team | Senior team | Dedicated senior team |
| Phone support | Inbound Phone Support Not available | L1 tickets only | Dedicated phone number |
Support entitlements (who can raise support requests) | Admins of products with 25+ users (4+ users for Jira Service Management) | Admins of sites associated with Priority Support | Premier Named Contacts (three named contacts) |
Initial response time (IRT)5 L1: Application Down L2: Serious Degradation L3: Moderate Impact L4: Low Impact / Inquiry | L1: 2 business hours L2: 6 business hours L3: 1 business day L4: 2 business days | L1: 1 hour L2: 2 hours L3: 1 business day L4: 2 business days | L1: 30 minutes L2: 2 hours L3: 8 hours L4: 24 hours |
| Support hours6 | 9 hours per day Mon - Fri7 | L1: 24/7 L2: 24/5 (Mon - Fri) L3 & L4: 9 hours Mon - Fri | 24/7 |
| Price | N/A | Included with most Data Center subscriptions (see ‘Support Packaging’ above). Customers can purchase Priority Support separately for $5,000. | $39,500 per three named contacts8 |
1 Entitlement for Community support - Community Support (from the Atlassian Community) is available to anyone who signs up. Users of Cloud Free plans and Sourcetree are only eligible for community support.
2 Products - Opsgenie and Statuspage paid licenses are bundled with Standard Support, except for Opsgenie and Statuspage Enterprise licenses, which are bundled with Premium Support. Existing Premier Support licenses don't cover Jira Align. Premier Support for Jira Align (Cloud or On-Prem) must be contracted separately unless it is included in a specific package - for example, the Jira Align On-Premises Package. Jira Align Premier Support is restricted to only support tickets raised for the Jira Align product and available 24 x 5. If and when 24 x 7 coverage becomes available, the additional details within Support Hours7 will apply. Trello end-users (other than Trello Free users) are also entitled to raise support requests.
3 Atlassian Guard (Enterprise) - Enterprise product users are covered by Access for free. We’ll only charge for users not using Enterprise products in your Access bill. You also receive Enterprise support for tickets related to Atlassian Guard.
4 Cloud Support Team - The Cloud Support Team includes our team of support engineers and, for L5 questions submitted by users of our Standard plan, may include Community Support (from the Atlassian Community).
5 Initial response times – Atlassian will use commercially reasonable efforts to meet the target initial response time for the applicable severity level:
Level 1: Production application down or major malfunction affecting business and high number of staff
Level 2: Serious degradation of application performance or functionality
Level 3: Application issue that has a moderate impact to the business
Level 4: Issue or question with limited business impact
- Level 5 (BETA): Question about how to use a specific product or feature
6 Technical Support hours - Weekend coverage applies to Enterprise, Premium, Priority, and Premier Support programs. Weekend coverage for Bitbucket Server, Bamboo, Crucible, and FishEye is limited to L1 issues only for eligible support offerings. Weekend support does not cover free or open source products like SourceTree and Clover. Weekend coverage for Trello Support is limited to requests raised by Enterprise Admins. Weekend support does not include issues unrelated to technical support (i.e: Billing and Licensing.) Weekends start from 5PM US Pacific timezone (UTC-8 & UTC-7 DST) until Monday 10AM Australian Eastern timezone (UTC+10 & UTC+11 DST), spanning a total of 48 hours. During weekends when a Premier or Enterprise Support team member is not scheduled in advance, Premier Support requests are handled by the Select and Priority Support teams. Premier Support engineers must be requested at least 3 weeks in advance and must be confirmed by Atlassian as available per request. Jira Align specifics outlined below in Products3. Atlassian Analytics offers weekday support Monday - Friday.
7 9/5 Support - Hours of coverage include 8AM - 5PM Monday - Friday for the following timezones: Pacific (UTC-8), Mountain (UTC-7), Central (UTC-6), Eastern (UTC-5), Western Europe (UTC+0), Central European (UTC+1), Eastern European (UTC+2), Eastern Europe Forward Time (UTC+3), Australia Western Standard Time (UTC+8), Australia Central Standard Time (UTC+9), Australia Eastern Standard Time (UTC+10). India is covered 10am-7pm (UTC+5.5). Japan is covered 9AM-6PM (with Japanese language support). Tickets will be handled in the office corresponding to the geo in which they are submitted. Standard Support for Jira Align will be available from 9AM-7PM ET, Monday through Friday. If and when timezone-based global coverage becomes available, the hours listed here will apply.
8 Premier Support Named Contacts - As part of your Premier purchase, we connect our top-tier engineers with the most knowledgeable individuals at your company. When you make your purchase, you give us the names of individuals most likely to contact our team. We limit the number of named contacts to three (per $39,500 per account). If you need additional named contacts, you can purchase three at a time with additional Premier licenses. Account coverage pertains to all active Atlassian server product licenses and does not include Open Source products or 3rd party apps.
Premier Support Key Benefits & Details
- Server/Data Center account-wide coverage: Premier support is an account wide service that covers all of your Server and Data Center Atlassian products and Atlassian Supported Apps with an active Subscription.
- Direct access and phone support from a dedicated senior support team - All Premier Support tickets are handled and responded to by advanced senior support engineers with advanced technical and soft skills to better aid customers with complex environments and mission critical needs. Phone support and daily/weekly conference calls are highly leveraged during critical issue resolution.
- Development team priority - Higher priority queue placement is given to Premier Support customers when issues have to be escalated through to our development organization for assistance or fixes.
- 24 x 7 phone support - Local regional phone numbers are given out to all Premier Support customers and phones are covered 24x7 to guarantee that you can connect with an engineer directly to assist you and to more quickly understand your issue without requiring you to wait for multiple ticket bounces.
- Screen-sharing, collaboration phone calls, and health checks - Our team is highly accustomed to screen-sharing sessions with customers to reduce miscommunications and delays, which lowers resolution times.
- Weekend coverage - Premier Support customers receive weekend support for their products. Please click the link below for additional details as some products are excluded from coverage and/or restricted by severity.
- Account on-boarding - Our team records your hardware, software, network, and configuration details during a series of on-boarding calls and discussions to ensure we have your detailed environment information available before your first ticket is filed, further reducing overall resolution times, questions, and delays for each follow-on issue.
- Health Checks - During on-boarding our team performs health checks and performs best practice analysis across each of the Atlassian systems. Customers can also request that additional health checks be performed during upgrades on both staging and production environments, which assists with more trouble free upgrade experiences.
- Other additional Premier Support offerings - Find out what other offering and benefits come from Premier Support by clicking on the following link: Premier Support Offering Details.
Priority Support Key Benefits & Details
Mission critical coverage - Priority Support can be purchased for your most critical Atlassian instances - ensuring you have elevated support when you need
Advanced team for critical issues - All critical Priority Support tickets (L1/L2) will route directly to our most senior Support Engineers (24x5).
24 x 7 phone support and weekend support for L1 issues - Local regional phone numbers are given out to all Priority Support customers and phones are covered 24x7 to guarantee that you can connect with an engineer directly to assist you with your Level 1 severity issues.
Screen-sharing and collaboration phone calls - Our team is highly accustomed to screen-sharing session with customers to reduce miscommunications and delays, which lowers resolution times.
Account on-boarding - All Priority Support customers receive a detailed on-boarding email that contains all the details necessary to engage with our team. Additional troubleshooting guidelines, best-practices, and steps to help expedite ticket triage and resolution
Other additional Priority Support offerings - Find out what other offering and benefits come from Priority Support by clicking on the following link: Priority Support Offering Details
Governing Terms
Support is subject to the Atlassian Customer Agreement or other applicable terms.
Support Includes
Updates for Software Products during the applicable Subscription Term
- Incident Support - Identifying and troubleshooting problems in the system
- Root cause analysis
- Assistance with issues during installation
- Assistance with issues during upgrades
- Identifying and creating needed bug reports
- Guidance around implementation and configuration
- Integration support with other Atlassian products
After the Subscription Term/active maintenance period expires:
Products utilizing a server license will continue to function, but you will no longer be able to access support or software updates (including security bug fixes).
Products utilizing a Data Center license will enter a read-only mode and you will no longer be able to access support or software updates (including security bug fixes).
Note that starter licenses include community support only.
Support is open to system administrators and account holders. End-users will be redirected to a system administrator.
Read our guide on how to get the most out of your support, or check out our Support FAQ for rapid support orientation.
Support Does Not Include
- End of Life, Beta, Release Candidate or Development releases
- Customized versions of Atlassian products (customized = original product code has been modified)
- Development questions or requests
- For community-based development support, post these questions on Atlassian Community
- If a bug in the Atlassian development API is believed to be the root cause, you must provide sample code that demonstrates the problem and can be replicated
- Third-party application integrations or third-party apps
- Support for end-users (please see Knowledge Prerequisites)
- Product training
- Support in languages other than English and Japanese
- Professional Services
- System & Performance tuning
- Deployment & Capacity Planning
- Installation & Upgrade Services
- Search or Ask in Atlassian Community for this type of assistance
- Contact one of our Atlassian Partners (our 3rd party value added resellers) who offer a wide range of services
- Migrations planning and support are complimentary services afforded to existing commercial on-premise and Cloud Atlassian customers. As such it does not follow the support offering levels for cloud or DC paid support packages. Migrations support follows Standard response SLA, and includes pre-scheduled weekend support for customers migrating 250+ users in Jira Service Management or 1k+ users in Confluence and/or Jira Software, based on availability.
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:
Support limitation on Docker
You can use official images to deploy Atlassian products in a Docker container, or customize a Docker deployment on your own.
We support the Atlassian Docker templates and can help with Atlassian product-related problems. We do not provide support for Docker itself or problems with any Docker environment.
Support limitation on Kubernetes
You are recommended to use official helm charts to deploy Atlassian products* using Kubernetes, or customize a Kubernetes deployment on your own with reference to the official helm charts.
We support the Atlassian Kubernetes helm chart and can help with Atlassian product-related problems. We do not provide support for Kubernetes itself or problems with any Kubernetes environment.
Read our Kubernetes support disclaimer and more about what we support and what we don’t.
*Includes Jira, Confluence, Bitbucket and Bamboo Data centers.
Addressing Security Issues
Read our Security Policies page for information about Atlassian's approach to handling security issues.
Fixing Bugs
- Atlassian Support will help with workarounds and bug reporting
- Critical bugs will generally be fixed in the next maintenance release
- Non critical bugs will be scheduled according to a variety of considerations
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, visit these policy pages:
End of Life Policy
Atlassian supports major versions for two years after the first major iteration of that version was released (for example, we support Jira 6.3.x for 2 years after JIRA 6.3.0 was released).
For versions that are supported, customers can raise issues via https://support.atlassian.com. If a bug is discovered, it will be prioritised based on our Bug Fixing Policy and may require you to upgrade to the version which includes the fix. For critical security bugs, please see our Security Bugfix Policy on which versions we will back port critical security fixes to.
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:
Help with Unsupported Issues
Community
The Atlassian Community is a great channel for discussions outside the bounds of the Atlassian Support offering. Below are some of the areas covered in the Atlassian Community.
Partners
If you need additional help, contact one of our Atlassian Partners (our 3rd party value added resellers) who offer a wide range of professional services, training, customizations and paid support.
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 (SSO), 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.
Third-Party Cloud Environments
Atlassian Server products can be deployed in a variety of 3rd party public cloud environments such as Amazon Web Services (AWS), or Microsoft Azure. These environments can offer such services as dedicated image storage, caching mechanisms, load balancers, auto scaling, and network configuration which all add functionality that is often critical to the functioning of our products.
Atlassian will endeavour to provide documentation for utilising these 3rd party environments and services but does not provide support for these 3rd party environments and services themselves. We are also unable to provide support when a failure in a 3rd party environment or service occurs.
We recommended consulting our documentation regarding the minimum resource sizing of 3rd party cloud environments and services running Atlassian applications as ample provisioning can guarantee the best customer experience. In cases where Atlassian has provided deployment templates for 3rd party cloud environments and services we will endeavour to troubleshoot the template is functioning as intended. If such templates are altered and used differently to those Atlassian has provided, Atlassian Support may not be able to provide support for these alterations.
Marketplace Apps
Atlassian offers support for certain apps as explained in our Atlassian Supported Apps page. For unsupported apps, issues should be raised with the provider of the app. Each app's supported status is listed on its page in the Atlassian Marketplace. 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.
Customization and Development Requests
There are many ways to customize 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 customization 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 customizations in our documentation, we will work to make sure that documentation is up-to-date.
- For in-depth questions about implementing customizations, we will refer customers to our developer network or partner network.
SQL Queries
Modifying data
Atlassian does not support customers performing direct data manipulation of application databases via queries such as INSERT, UPDATE or DELETE, as they can easily lead to data integrity problems. If Atlassian encounters manipulation or customizations 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!
We have popular communities – see both the reporting for JIRA and reporting for Confluence parts of our community.
Deployment Planning Activity
Planning for rolling out our products or capacity planning for large instances is better suited for professional services 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.