Summary

We understand you may have questions about what exactly it means to be a named contact for Premier Support. Whether you're filling in for someone on leave or starting a new role within your organization, we have created a guide to help you understand what to expect from Premier Support and how to make the most of our services.

To start you off, here’s a short video giving you the quick rundown on what Premier Support is. If you’re not able to watch a video right now, then please read the summary of Premier Support below.

Solution

What is Premier Support?

Atlassian's Premier Support provides a specialized global team of experienced Senior Support Engineers and Enterprise Managers dedicated to offering improved SLAs, quicker issue handling, faster solutions, and enhanced customer interactions to optimise the experience, availability, and performance of our enterprise customers' critical systems.

Please note that Atlassian Premier Support refers to on-premises products (i.e. Data Center) and does not include Opsgenie, Statuspage, Trello, Jira Align or Cloud support.

Jira Align Premier Support must be contracted separately. Click here to learn more about Jira Align Premier Support. Click here to learn more about the Jira Align Enterprise Success Package. If you have additional questions please contact us at sales@atlassian.com

For details of all of Atlassian's support offerings, see the Atlassian Support Offerings page.

Coverage

Premier Support is located in offices all around the world, including Australia, Brazil, India, the Netherlands, and the USA. This means we’re always online to help you out. In addition, we use a “follow the sun” model where critical cases are handed over from one office at the end of their day, to an office in the next geographical region, so that we can continue to work with you on these issues as needed.

Premier Support includes 24x5 coverage during the week, and also includes Weekend Support for any critical issues that may arise over the weekend.

Premier Support covers the following Data Center products:

• Jira Software

• Jira Service Management

• Confluence

• Crowd

• Bitbucket*

• Bamboo*

• Fisheye*

• Crucible*

*Bitbucket Data Center, Bamboo, Crucible, and Fisheye are limited to only L1 issues across weekends

 For full details, see the Premier Support Offering Details page.

SLAs

In addition to the specialized team, Premier Support provides an initial response time of half what Atlassian Select Support provides:

• 30 Minutes for Level 1 issues - Level 1 is the most critical level of ticket and is generally reserved for a “production down” situation where your users are unable to work.

• 2 Hours for Level 2 issues - Level 2 issues are considered “impactful” issues, where the system is still up and running, but a key feature is not working, or a group of users is unable to perform some important functionality.

• 8 Hours for Level 3 issues - Level 3 issues are lower priority issues impacting only a small number of users, or limiting some lower-priority functionality.

• 24 Hours for Level 4 issues - Level 4 is for more general questions, planning questions or issues affecting a non-production system.

Other Benefits

• Personalized Cloud Space - Every Premier Support customer has access to their own PS cloud space.

• Health Check - Health Checks can be requested on products installed in production, QA, and staging environments to help prevent outages and ensure best practices are followed. We will assess your instances and offer recommendations based on best practices to help you maintain smooth operations. Feel free to reach out to us whenever you are prepared for a health check!

• Priority Developer Assistance - Sometimes, Premier Support will need to ask the product development teams for their assistance with an issue. Those requests go to the “front of the line”, and will be responded to by our developer teams first.

• Weekend Standby Support - If you’re planning an upgrade or migration over the weekend, and you would prefer a PS engineer to be available in case of any issues, just let us know at least 3 weeks in advance, and we’ll do our best to get an engineer to cover up to an 8-hour window during your maintenance.

• Escalation Manager Access - If you’re running into a critical issue caused by a bug, or you have a ticket that is not progressing, we have Escalation Managers available whose job it is to make sure that Atlassian has a good understanding of your situation, and will do everything they can to help you come to a resolution.

For full details about PS, please see the Premier Support Offering Details.

What Does ‘Named Contact’ Mean?

Premier Support is a team dedicated to supporting our Enterprise customers. We really get to know you, and vice-versa! A single Premier Support license entitles your organization to 3 named contacts. These are the people who can open tickets with Premier Support.

By working with a smaller number of people, we aim to build up a rapport with each named contact, and get to know how we can best work together. Our hope is that the named contacts will become Atlassian Subject Matter Experts within your organization (if they are not already!), and can have a greater overall view of what is happening in your environment.

Named Contacts must keep their user IDs and passwords for Premier Support strictly confidential and not share them. You are responsible for any and all actions taken using your Premier Support Named Contact account and password.

Opening a Ticket as a Named Contact

To open a ticket with Premier Support, simply log a ticket as usual at https://support.atlassian.com/. Make sure you do this with the account and email address that were registered with Premier Support. Your ticket will then be automatically routed to PS. Other people within your organization can be added to – and interact on – tickets (such as your DBA, or networking team, etc), but only Named Contacts can open tickets with Premier Support.

If this is a critical ticket (such as an “instance down” situation) and you wish to speak with somebody right away, you can call Premier Support on the phone. We do ask for you to open a ticket first, then give us a call on the numbers that we share with you during your Premier Support onboarding. You can also find the numbers in the 'How Do I'

Changing Named Contacts

Named Contacts can be adjusted as-needed, either on a temporary or more permanent basis. If you are a named contact, billing contact or technical contact for the Premier Support SEN (Support Entitlement Number),  you can use the self-service portal to make changes to name contacts. The following page has detailed instructions: How to manage Premier Support named contacts.

One Last Thing: your feedback

In Premier Support, we strive to make every interaction with you into a legendary one! As such, we want to know your feedback about the ticket. After a ticket is closed, you will receive a survey invitation. It’s very important to us to hear your feedback about the ticket, both what went well and what could have been better. Please take a few minutes to let us know.

However, if during the investigation on the ticket, you’re not satisfied with the service you’re receiving, please let us know, and we can arrange for you to speak with a Premier Support Manager or an Escalation Manager.