Atlassian Support Offerings



Standard Support versus Premier Support feature comparison

If you would like additional details regarding Premier Support please visit Premier Support Offering Details. If you would like specific information please contact us by emailing your question to sales@atlassian.com.

Feature Description

Standard Server/DC Support

Standard Cloud Support

Premier Support^

Self-help resources support (tick) (tick) (tick)
Online ticket creation (tick) (tick) (tick)
Weekday coverage 24x5 (tick) (tick) (tick)
Standard response for L1/L2 - 1 Hour/4 Hours* (tick)
(tick)
 
Weekend coverage**   (tick) (tick)
Mission critical response L1/L2 - 30 min / 2 Hours*     (tick)
Staffed only with dedicated senior engineers     (tick)
Development escalation priority     (tick)
Phone support     (tick)
Health checks & preventative system analysis     (tick)
On-boarding and environment familiarity     (tick)
Warm handoffs for critical issues     (tick)
Post-incident report requests     (tick)


^  Standard maintenance must be current for all products in order to add Premier Support to your offering, please read additional details, benefits, and requirements regarding Premier Support by clicking on the following link; Premier Support Offering Details

* Initial response time for HipChat, HipChat Server, SourceTree and Clover is 24 hours for all severities and support levels.

** Weekend coverage supports all products, except HipChat, HipChat Server, SourceTree, Clover, and Bitbucket Cloud. Stash, Bamboo, Crucible, and Fisheye are limited to only L1 issues across weekends. Weekends start from 5pm US Pacific timezone (UTC-8 & UTC-7 DST) until Monday 10am Australian Eastern timezone (UTC+10 & UTC+11 DST). Our ability to leverage worldwide offices allows us to shorten weekend hours from 64 hours down to 48 hours.


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 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? Atlassian Experts can help!


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

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) take priority.  "Production" is defined as an instance of Atlassian software actively used by the customer's business users it does not include testing systems or production staging systems or environments.

The below SLAs apply to most of the Atlassian product suite however for specific exceptions and weekend coverage details please visit Atlassian Support Offerings.

Level of Severity

Description of Severity

Characteristics Server Cloud Premier*

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. System hangs or crashes
  2. Critical functionality not available
  3. Data loss or data corruption
  4. Large number of end users blocked from work
  5. Impact is escalating quickly
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.

  1. Significant performance degradation
  2. Important functionality not available
  3. Small number of users blocked from work
  4. Impact is escalating
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.

  1. Some system functions not available
  2. Minor performance degradation
  3. Small number of users impacted
  4. Impact is not escalating
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.

  1. Incorrect product behavior without impact
  2. Product question or enhancement
24 hrs 24 hrs 24 hrs

* Premier Support can be added to both Server (Behind the Firewall) and Cloud products. For additional details on coverage and features of Premier Support please go to Premier Support Offering Details.


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

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 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. 

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

JIRA

JIRA Agile

JIRA Service Desk Stash Confluence

6.4 (EOL Date: Mar 17, 2017)
6.3 (EOL Date: Jul 8, 2016)

6.2 (EOL Date: Jun 11, 2016)
6.1 (EOL Date: May 22, 2016)
6.0 (EOL Date: Sep 3, 2015)

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.

3.11 (EOL Date: July 14, 2017)
3.10 (EOL Date: June 9, 2017)
3.9 (EOL Date: May 14, 2017)

3.8 (EOL Date: April 1, 2017)

3.7 (EOL Date: Feb 24, 2017)

3.6 (EOL Date: Jan 13, 2017)

3.5 (EOL Date: Nov 25, 2016)

3.4 (EOL Date: Oct 21, 2016)

3.3 (EOL Date: Oct 9, 2016)

3.2 (EOL Date: Oct 8, 2016)
3.1 (EOL Date: Oct 7, 2016)
3.0 (EOL Date: Oct 7, 2016)
2.12 (EOL Date: Aug 4, 2016)
2.11 (EOL Date: Aug 4, 2016)
2.10 (EOL Date: May 22, 2016)
2.9 (EOL Date: Feb 14, 2016)
2.8 (EOL Date: Mar 10, 2016) 
2.7 (EOL Date: Nov 11, 2015) 
2.6 (EOL Date: Nov 11, 2015)
2.5 (EOL Date: Nov 11, 2015)

5.8 (EOL Date: 2 June 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)


FishEye/Crucible

Clover

Crowd Bamboo HipChat Server

3.9 (EOL Date: August 4, 2017)
3.8 (EOL Date: April 28, 2017)

3.7 (EOL Date: Jan 27, 2017)

3.6 (EOL Date: Oct 28, 2016)

3.5 (EOL Date: Sep 17, 2016)
3.4 (EOL Date: Sep 16, 2016)
3.3 (EOL Date: Apr 4, 2016)
3.2 (EOL Date: Jan 15, 2016)
3.1 (EOL Date: Dec 2, 2015)
3.0 (EOL Date: Jul 23, 2015)
2.10 (EOL Date: Dec 3, 2015)

4.0 (EOL Date: Jul 14, 2016)
3.3 (EOL Date: Mar 31, 2016)
3.2 (EOL Date: Oct 21, 2015)

2.8 (EOL Date: Nov 10, 2016)
2.7 (EOL Date; Apr 13, 2016)
2.6 (EOL Date; Aug 14, 2015)

5.9 (EOL Date: June 11, 2017)
5.8 (EOL Date: Mar 17, 2017)
5.7 (EOL Date: Nov 11, 2016)
5.6 (EOL Date: Jul 29, 2016)
5.5 (EOL Date: Apr 28, 2016)
5.4 (EOL Date: Mar 4, 2016)
5.3 (EOL Date: Dec 11, 2015)
5.2 (EOL Date: Nov 20, 2015)
5.1 (EOL Date: Sep 13, 2015)

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.

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

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 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.

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.

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