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Get the most out of Support in 6 simple steps

Read our guide on how to get the most out of your support. 

Support Levels


Support Plan Feature

 

OnDemand / Hosted

Download
StandardEnterprise*
Web-based Support(tick)(tick)(tick)
Phone Support **

(warning) 8 x 5

Production system outages only

(warning) 8 x 5 

 Production system outages only

(tick) 

Initial Response SLA's

Level 1 - 1 hour
Level 2 - 4 hours
Level 3 - 8 hours
Level 4 - 24 hours 

24 x 7

24 x 5

 

24 x 7
Technical Contacts***225
Knowledge Base(tick)(tick)(tick)
Answers Community Support(tick)(tick)(tick)
Hercules/Support Tools PluginN/A(tick)(tick)

* 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 Includes
  • 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




 

Support Does Not Include

Need this kind of assistance? Atlassian Experts can help!

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 SLAStandard SupportEnterprise Support

Level 1

Production application down or major malfunction resulting in majority of users unable to perform their normal functions.

1 hour

 

 

 

24 x 5

 

 

 

24 x 7

Level 2

Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions.

4 hours

Level 3

Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions.

8 hours

Level 4

Minor loss of application functionality or product feature question.

24 hours

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
Icon

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

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).

 Expand to see End Of Life dates for your Version...

JIRA

JIRA Agile

JIRA Service DeskStashConfluence

6.0 (EOL Date: Sep 3, 2015)
5.2 (EOL Date: Apr 18, 2015)
5.1 (EOL Date: Oct 31, 2014)
5.0 (EOL Date: Jul 1, 2014)

JIRA Agile EOL is determined by the  
 compatibility information  shown on the
 Atlassian Marketplace in conjunction
with
 JIRA's EOL dates.

JIRA Service Desk EOL is determined by the  
  compatibility information  shown on the
 Atlassian Marketplace in conjunction
with
 JIRA's EOL dates.

2.12 (EOL Date: April 2, 2016)
2.11 (EOL Date: April 1, 2016)

2.10 (EOL Date: April 1, 2016)

2.9 (EOL Date: February 14, 2016)

2.8 (EOL Date: March 10, 2016)
 
2.7 (EOL Date: November 11, 2015) 

2.6 (EOL Date: November 11, 2015)

2.5 (EOL Date: November 11, 2015)
2.4 (EOL Date: May 21, 2015)
2.3 (EOL Date: April 4, 2015)
2.2 (EOL Date: March 5, 2015)

2.1 (EOL Date: February 5, 2015)
2.0 (EOL Date: December 5, 2014)
1.3 (EOL Date: November 7, 2014)
1.2 (EOL Date: September 20, 2014)
1.1 (EOL Date: July 13, 2014)
1.0 (EOL Date: May 17, 2014)

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)

FishEye/Crucible

Clover

CrowdBamboo 

3.4 (EOL Date: April 15, 2016)
3.3 (EOL Date: April 4, 2016)
3.2 (EOL Date: January 15, 2015)
3.1 (EOL Date: December 2, 2015)

3.0 (EOL Date: July 23, 2015)
2.10 (EOL Date: July 17, 2015)
2.9 (EOL Date: December 11, 2014)
2.8 (EOL Date: October 5, 2014)
2.7 (EOL Date: June 12, 2014)

3.3 (EOL Date: March 31, 2016)
3.2 (EOL Date: October 21, 2015)
3.1 (EOL Date: August 31, 2014)

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)
5.3 (EOL Date: December 11, 2015)
5.2 (EOL Date: November 20, 2015)
5.1 (EOL Date: September 13, 2015)
5.0 (EOL Date: July 15, 2015)
4.4 (EOL Date: July 17, 2015) 
4.3 (EOL Date: November 9, 2014) 
4.2 (EOL Date: August 29, 2014) 
4.1 (EOL Date: June 19, 2014) 
4.0 (EOL Date: April 13, 2014) 
3.4 (EOL Date: May 17, 2014) 
3.3 (EOL Date: May 17, 2014)

 
  • 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.

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:

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 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.

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 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

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:

  1. We can help you verify whether our code is working as intended and document any bugs.
  2. If we provide examples of how to make customisations in our documentation, we will work to make sure that documentation is up-to-date.
  3. 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!

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.