Read our guide on how to get the most out of your support.
Support Plan Feature
OnDemand / Hosted
|Phone Support **|
8 x 5
Production system outages only
8 x 5
Production system outages only
Level 1 - 1 hour
|24 x 7|
24 x 5
|24 x 7|
|Answers Community Support|
|Hercules/Support Tools Plugin||N/A|
* Enterprise support is currently only available for JIRA, Confluence and Stash Enterprise license holders.
** Depending on issue complexity, issues may not be resolved in one phone call. For faster problem resolution, Atlassian engineers may also need to replicate certain problems locally and call customers back upon further diagnosis.
*** Number of license technical contacts that may contact Atlassian Support. Technical contacts can be managed at https://my.atlassian.com.
Support Response SLA's
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
|Response SLA||Standard Support||Enterprise Support|
Production application down or major malfunction resulting in majority of users unable to perform their normal functions.
24 x 5
24 x 7
Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions.
Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions.
Minor loss of application functionality or product feature question.
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:
Supported Platforms (Current Version)
|Stash||Stash Supported Platforms and Stash Support Policies|
Addressing Security Issues
Please read our Security Policies page for information about Atlassian's approach to handling security issues.
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 (please refer to the Security Patch Policy).
|JIRA Service Desk||Stash||Confluence|
6.0 (EOL Date: Sep 3, 2015)
JIRA Agile EOL is determined by the
JIRA Service Desk EOL is determined by the
2.12 (EOL Date: April 2, 2016)
|5.3 (EOL Date: Nov 20, 2015)|
5.2 (EOL Date: Sept 19, 2015)
5.1 (EOL Date: Aug 5, 2015)
5.0 (EOL Date: Mar 20, 2015)
4.3 (EOL Date: Jan 29, 2015)
4.2 (EOL Date: Aug 17, 2014)
4.1 (EOL Date: May 14, 2014)
3.4 (EOL Date: April 15, 2016)
3.3 (EOL Date: March 31, 2016)
|2.6 (EOL Date; August 14, 2015)|
2.5 (EOL Date; December 5, 2014)
2.4 (EOL Date; May 17, 2014)
5.4 (EOL Date: February 11, 2016)
- 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.
- 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.
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
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.
If you need additional help, contact one of our Atlassian Experts (our 3rd party value added resellers) who offer a wide range of professional services, training, customisations 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.
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 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.
Customisation and Development Requests
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.
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.
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.
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!
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.