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Get the most out of Support in 6 simple steps

Image RemovedRead 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) 

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)

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titleSupport 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




 

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titleSupport Does Not Include

Need this kind of assistance? Atlassian Experts can help!

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Support Response SLA's

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