Atlassian Support Offerings

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Atlassian is introducing new support offerings. See the announcement for details.

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Support Options Feature Comparison

Community Support Select Support (Coming Soon) Priority Support for Cloud Priority Support for Server Premier Support
Deployment Option All All Cloud Server and Data Center All
Self-help Resources (tick) (tick) (tick) (tick) (tick)
Community Support (tick) (tick) (tick) (tick) (tick)
Support Portal
(tick) (tick) (tick) (tick)
Hours of Availability1

L1: 24/7
L2: 24/5
L3, L4: 9/5

 L1: 24/7
L2: 24/5
L3, L4: 9/5
Initial Response Times3

Production Application Down


2 Hr 1 Hr 1 Hr 30 min

Serious Degradation


6 Hr 2 Hr 2 Hr 2 Hr

Moderate Impact


1 Business Day

1 Business Day

1 Business Day

8 Hr

Limited Impact


2 Business Days

2 Business Days

2 Business Days

24 Hr

Support Team4
Select Team Select Team

L1, L2: Advanced Team
L3, L4: Select Team

Dedicated Senior Support Team
Phone Support
L1 only All tickets
Matching response times for Staging & QA Systems
- (tick)
Development Escalation Priority
- (tick)
On-Call Upgrade Coverage
- (tick)
Proactive Health Checks (includes QA and Staging)
- (tick)
On-boarding & Environment Familiarity
- (tick)
Escalation Management
- (tick)
Post Incident Reports
- (tick)
Support Entitlement


Admins of a 25-user or greater server products; Users of cloud products

Users of Cloud products with Identity Manager

Admins of instances associated with Priority Support

Premier associated contacts

Products Covered All products All products except StatusPage and Trello.6 Products covered by Identity Manager6 Choose one server instance All products except StatusPage and Trello.6

Bundled with software maintenance

Bundled with Identity Manager

$5,000 per product license

$35,000 per 3 named contacts8

1 Hours of Availability - Weekend coverage applies only to Priority and Premier support programs. Weekend coverage for all eligible tiers is limited to L1 issues for Bitbucket Server, Bamboo, Crucible, HipChat Data Center and FishEye. Weekend support does not cover free or open source products like SourceTree and Clover. It also excludes HipChat Server. Weekends start from 5PM US Pacific timezone (UTC-8 & UTC-7 DST) until Monday 10AM Australian Eastern timezone (UTC+10 & UTC+11 DST), spanning a total of 48 hours. During weekends when a Premier Support team member is not scheduled in advance, Premier Support requests are handled by the Select Support team.

2 9/5 Support - Hours of coverage include 8am - 5pm for the following timezones: Pacific (UTC-8), Mountain (UTC-7), Central (UTC-6), Eastern (UTC-5), Western Europe (UTC+0), Central European (UTC+1), Eastern European (UTC+2), Eastern Europe Forward Time (UTC+3), Australia Western Standard Time (UTC+8), Australia Central Standard Time (UTC+9), Australia Eastern Standard Time (UTC+10). India is covered 10am-7pm (UTC+5.5). Japan is covered 9am-6pm (with Japanese language support). Tickets will be handled in the office corresponding to the geo in which they are submitted.

3 Initial Response Times

4 Support Team – Our Advanced and Dedicated Senior Teams are both highly trained engineers who are ready to diagnose issues in your environment. Our dedicated senior support team familiarize themselves with three primary contacts from your company to learn your network and environment.

Entitlement for Community Support - Community Support (from the Atlassian Community) is available to anyone who signs up. Users of 10-user starter license and Sourcetree users are eligible for only community support.

Select and Premier Support - Includes all Atlassian products other than StatusPage (StatusPage Support Hours) and Trello (Trello Support Hours).

7 Identity Manager Enabled Products – Jira Software, Jira Core, Jira Service Desk, Confluence, Bitbucket, Stride. When additional products are covered by Identity Manager, they will be included in Priority Support for Cloud.

Premier Support Named Contacts - Premier connects our top tier engineers with the customer and in order to ensure the best outcomes we limited the number of individuals within an account per $35,000 to three named contacts.  This helps ensure the most knowledgeable individuals within our customers are connected with our most senior engineers to drive issues to conclusion faster.  If additional named contacts are needed they can be purchased three at a time by purchasing additional Premier licenses. Account coverage pertains to all active Atlassian server product licenses and does not include Open Source products or 3rd party plugins.

Premier Support Key Benefits & Details

  • Account-wide coverage - Premier support is an account wide service that covers all of your installed Atlassian products and Atlassian plug-ins.
  • Direct access and phone support from a dedicated senior support team  - All Premier Support tickets are handled and responded to by advanced senior support engineers with advanced technical and soft skills to better aid customers with complex environments and mission critical needs. Phone support and daily/weekly conference calls are highly leveraged during critical issue resolution.
  • Development team priority  - Higher priority queue placement is given to Premier Support customers when issues have to be escalated through to our development organization for assistance or fixes.
  • 24 x 7 phone support - Local regional phone numbers are given out to all Premier Support customers and phones are covered 24x7 to guarantee that you can connect with an engineer directly to assist you and to more quickly understand your issue without requiring you to wait for multiple ticket bounces.
  • Screen-sharing, collaboration phone calls, and health checks  - Our team is highly accustomed to screen-sharing session with customers to reduce miscommunications and delays, which lowers resolution times.
  • Weekend coverage  - Premier Support customers receive weekend support for their products, standard server and data center support customers do not receive weekend coverage. Please click the link below for additional details as some products are excluded from coverage and/or restricted by severity.
  • Account on-boarding - Our team records your hardware, software, network, and configuration details during a series of on-boarding calls and discussions to ensure we have your detailed environment information available before your first ticket is filed, further reducing overall resolution times, questions, and delays for each follow-on issue.
  • Health Checks - During on-boarding our team performs health checks and performs best practice analysis across each of the Atlassian systems. Customers can also request that additional health checks be performed during upgrades on both staging and production environments, which assists with more trouble free upgrade experiences.
  • Other additional Premier Support offerings  - Find out what other offering and benefits come from Premier Support by clicking on the following link; Premier Support Offering Details.

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? Search or Ask in Atlassian Community!

Read our  guide  on how to get the most out of your support, or check out our  Support FAQ  for rapid support orientation

Defintion of Impact Levels

Impact Level Definition
Level 1 Production application down or major malfunction affecting business and high number of staff
Level 2 Serious degradation of application performance or functionality
Level 3 Application issue that has a moderate impact to the business
Level 4 Issue or question with limited business impact

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:

Click here to expand...

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

  • 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 If a bug is discovered, it will be 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. 

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

  • Versions earlier than those listed below have reached End of Life.
  • Atlassian does not provide support for instances on versions that have reached End of Life. The only exception is for assistance related to upgrading from your EOL version to a supported version.
  • Ready to upgrade? You can download the latest versions of our software Download the latest versions of our products.
  • Looking for help with an older version? See documentation for all versions of our products (including versions that have passed their EOL date and may not show up in your search engine).


6.4 (EOL Date: 20 February 2020)
6.3 (EOL Date: 20 December 2019)
6.2 (EOL Date: 28 September 2019)
6.1 (EOL Date: 20 July 2019)
6.0 (EOL Date: 26 April 2019)
5.15 (EOL Date: 14 February 2019)
5.14 (EOL Date: 27 October 2018)
5.13 (EOL Date: 24 August 2018)
5.12 (EOL Date: 24 May 2018)
5.11 (EOL Date: 26 April 2018)

Bitbucket Server

(formerly Stash)

5.8 (EOL Date: 15 Feb, 2020)
5.7 (EOL Date: 11 Jan, 2020)
5.6 (EOL Date: 28 Nov, 2019)

5.5 (EOL Date: 24 Oct, 2019)
5.4 (EOL Date: 19 Sept, 2019)
5.3 (EOL Date: 15 Aug, 2019)
5.2 (EOL Date: 11 July, 2019)
5.1 (EOL Date: 6 June, 2019)
5.0 (EOL Date: 2 May, 2019)
4.14 (EOL Date: 21 Feb, 2019)
4.13 (EOL Date: 20 Jan, 2019) 
4.12 (EOL Date: 13 Dec, 2018)
4.11 (EOL Date: 8 Nov, 2018)
4.10 (EOL Date: 6 Oct, 2018)
4.9 (EOL Date: 30 Aug, 2018) 
4.8 (EOL Date: 19 July, 2018)
4.7 (EOL Date: 15 June, 2018)
4.6 (EOL Date: 10 May, 2018)
4.5 (EOL Date: April 5, 2018)


4.1 (EOL Date: Apr 11, 2018)


6.8 (EOL Date: Mar 20, 2020)
6.7 (EOL Date: Jan 30, 2020)
6.6 (EOL Date: Dec 12, 2019)
6.5 (EOL Date: Nov 1, 2019)
6.4 (EOL Date: Sep 6, 2019)
6.3 (EOL Date: July 12, 2019)
6.2 (EOL Date: May 15, 2019)
6.1 (EOL Date: Mar 20, 2019)
6.0 (EOL Date: Nov 2, 2018)
5.10 (EOL Date: June 8, 2018) 


3.1 (EOL Date: Nov 27 2019)
3.0 (EOL Date: Aug 17, 2019)
2.12 (EOL Date: Apr 27, 2019)
2.11 (EOL Date: Jan 12, 2019)
2.10 (EOL Date: Sept 13, 2018)
2.9 (EOL Date: May 10, 2018)


4.5 (EOL Date: Sept 11, 2019)
4.4 (EOL Date: April 14, 2019) 
4.3 (EOL Date: Jan 19, 2019)
4.2 (EOL Date: Sept 28, 2018)
4.1 (EOL Date: Jun 28, 2018)

Hipchat Data Center

3.1 (EOL Date: Sep 26, 2019)
3.0 (EOL Date: Jun 22, 2019)

Hipchat Server

2.2 (EOL Date: May 30, 2019)
2.1 (EOL Date: Dec 8, 2018)
2.0 (EOL Date: Jun 17, 2018)

Jira Core

7.8 (EOL Date: Feb 20, 2020)
7.7 (EOL Date: Jan 11, 2020)
7.6 (EOL Date: Nov 14, 2019)
7.5 (EOL Date: Sep 6, 2019)
7.4 (EOL Date: Jun 29, 2019)
7.3 (EOL Date: Jan 3, 2019) 
7.2 (EOL Date: Aug 23, 2018)  

Jira Software

7.8 (EOL Date: Feb 20, 2020)
7.7 (EOL Date: Jan 11, 2020)
7.6 (EOL Date: Nov 14, 2019)
7.5 (EOL Date: Sep 6, 2019)
7.4 (EOL Date: Jun 29, 2019)
7.3 (EOL Date: Jan 3, 2019) 
7.2 (EOL Date: Aug 23, 2018)

Jira Service Desk

3.11 (EOL Date: Feb 20, 2020)

3.10 (EOL Date: Jan 11, 2020)
3.9 (EOL Date: Nov 14, 2019)
3.8 (EOL Date: Sep 6, 2019)
3.7 (EOL Date: Sep 4, 2019)
3.6 (EOL Date: Jun 29, 2019)
3.5 (EOL Date: April 27, 2019)
3.4 (EOL Date: Mar 14, 2019)
3.3 (EOL Date: Jan 3, 2019)
3.2 (EOL Date: Aug 23, 2018)

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 community support only. 

Support is open to system administrators and account holders. End-users will be redirected to a system administrator.

See Atlassian's bug fixing and Atlassian Security Bug Fix Policy 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


The Atlassian Community is a great channel for discussions outside the bounds of the Atlassian Support offering. Below are some of the areas covered in the Atlassian Community.


If you need additional help, contact one of our Atlassian Partners (our 3rd party value added resellers) who offer a wide range of professional services, training, customizations 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.

Third-Party Cloud Environments

Atlassian Server products can be deployed in a variety of 3rd party public cloud environments such as Amazon Web Services (AWS), or Microsoft Azure. These environments can offer such services as dedicated image storage, caching mechanisms, load balancers, auto scaling, and network configuration which all add functionality that is often critical to the functioning of our products.

Atlassian will endeavour to provide documentation for utilising these 3rd party environments and services but does not provide support for these 3rd party environments and services themselves. We are also unable to provide support when a failure in a 3rd party environment or service occurs.

We recommended consulting our documentation regarding the minimum resource sizing of 3rd party cloud environments and services running Atlassian applications as ample provisioning can guarantee the best customer experience. In cases where Atlassian has provided deployment templates for 3rd party cloud environments and services we will endeavour to troubleshoot the template is functioning as intended. If such templates are altered and used differently to those Atlassian has provided, Atlassian Support may not be able to provide support for these alterations.

Add Ons

Atlassian offers support for certain add ons as listed in our supported add ons list. For unsupported add ons, issues should be raised with the provider of the add on. Each add on'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.

Customization and Development Requests

There are many ways to customize 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 customization 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 customizations in our documentation, we will work to make sure that documentation is up-to-date.
  3. For in-depth questions about implementing customizations, we will refer customers to our developer network or partner network.
SQL Queries
Modifying data

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 customizations 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.


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! 

We have popular communities – see both the reporting for JIRA and reporting for Confluence parts of our community.

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.