*NEW* Get account-wide support from a dedicated team of senior support engineers.
Atlassian is pleased to announce Premier Support! Please visit Atlassian Premier Support Offering Details for more information.
|Support Plan Feature|
(Legacy server license)
|Self-help resources support|
|Online ticket creation|
|Availability||24 x 5||24 x 7||24 x 7||24 x 7**|
|Initial Response Times (L1/L2)***||1hr / 4hr||1hr / 4hr||1hr / 4hr||30 min / 2hr|
|Senior Support Engineer first response||24x5|
|Development escalation priority|
|Onboarding and Environment Familiarity|
|Post-incident report requests|
* Standard maintenance must be current for all products.
** Weekend coverage supports all products, however, HipChat, Crowd and development tools coverage and response is limited to only L1 issues.
*** For Clover and SourceTree, all severities have a 24 hour initial response time target.
Support Response SLA's
While Atlassian attempts to respond to all issues in a timely manner, issues that hurt our customers' production applications (i.e. 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
Level 1 - Critical
Critical Business Impact: Critical issue occurring on production system preventing business operations. A large number of users are prevented from working with no procedural workaround.
|1 hr||1 hr||30 min|
Level 2 - Major
Significant Business Impact: Major issue occurring on production system severely impacting business. A large number of users are impacted by issue but they are still able to work in a limited capacity.
|4 hrs||4 hrs||2 hrs|
Level 3 - Medium
Minimal Business Impact: Issue causing a partial or non-critical loss of functionality on production system. A small number of users are affected.
|8 hrs||8 hrs||8 hrs|
Level 4 - Low
Normal Business Impact: issue occurring on non-production system or question, comment, feature request, documentation issue or other non-impacting issue.
|24 hrs||24 hrs||24 hrs|
* Includes weekend coverage of all products, however HipChat, Crowd and development tools (Bamboo, FishEye/Crucible, and Stash) coverage and response are limited to L1 issues only.
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 are version specific. When checking the documentation, make sure you're viewing the correct version for your platform.
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.
- 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, please 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 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.
|JIRA Service Desk||Stash||Confluence|
6.3 (EOL Date: Jul 8, 2016)
JIRA Agile EOL is determined
JIRA Service Desk EOL
3.7 (EOL Date: Feb 24, 2017)
|5.7 (EOL Date: Jan 27, 2017)|
5.6 (EOL Date: Sept 4, 2016)
5.5 (EOL Date: Aug 21, 2016)
5.4 (EOL Date: Mar 18, 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)
3.7 (EOL Date: Jan 27, 2017)
4.0 (EOL Date: Jul 14, 2016)
2.8 (EOL Date: Nov 10, 2016)
5.7 (EOL Date: Nov 11, 2016)
|1.0 (EOL Date: Jan 27, 2017)|
- 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. The only exception is for assistance related to upgrading from your EOL version to a supported version.
- You can download the latest versions of our software here.
- You can access documentation for all versions of our products here (including versions that have passed their EOL date and may not show up in your search engine).
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 bug fixes). 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 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 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.