Atlassian Supported Add-ons
Many add-ons in the Atlassian Marketplace are free and open source, developed and donated by our community of generous add-on developers. Other add-ons in these libraries were written by Atlassian developers to serve some specific purpose or experiment with something new, but have not yet been brought up to the quality standards we prefer. Most of these add-ons work well, and provide interesting and useful enhancements to our products.
However, because we have not yet been able to ensure all add-ons meet our quality standards outlined below, Atlassian only offers technical support for a specific list of the most widely used and useful add-ons developed by Atlassian. You can recognize these add-ons by looking for the "Supported" icon on the Add-on listing. Hovering over the "Supported" icon will include more details on who to contact for support and a direct link to "Get support" as well.
The rest of the unsupported add-ons may be used, but at your own risk. Our support engineers will not be able to answer questions about their usage. And should a add-on inadvertently cause problems with our software, our support engineers may ask you to uninstall it.
If I have a problem or question about a add-on, what should I do?
The Atlassian Verified program is designed to help you try and buy add-ons with confidence. Verified add-on vendors demonstrate high quality, reliability, and business traction. Atlassian measures these benchmarks against paid-via-Atlassian add-ons for server products only. Here's what you can expect when you buy a paid-via-Atlassian add-on demarcated with the badge:
- Proven Marketplace traction: We measure how many active customer instances have vendor add-ons installed. Add-ons must be installed in a minimum number of active applications for a vendor to be eligible for Verified status.
- Timely support: Verified vendors adhere to service level agreements (SLAs), and provide support websites. Support is offered at least 8 hours a day, 5 days a week.
- Atlassian approval: These vendors are routinely vetted by Atlassian to ensure they offer great customer experiences.
You can check out the vendor-facing requirements in more detail here.
If you purchase a paid-via-Atlassian add-on from a Verified vendor and aren't satisfied with your experience, raise an issue with our Marketplace team.
Check out add-ons from Atlassian Verified vendors here.
View a list of all public add-ons developed by Atlassian here: Atlassian supported add-ons.
If the add-on you're concerned with has a "Supported" icon on its homepage and is developed by Atlassian, then please file a ticket in our official support system: Atlassian Support. Please file your ticket against the product you're using. For a problem with a Confluence add-on, use the Confluence Support Project, and so on.
If the add-on you're concerned with has a "Supported" icon on its homepage and is developed by another vendor, please see the "Support" tab for more details on how to get support.
On the other hand, if you find and confirm an actual bug with the add-on, you can go straight to the issue tracker listed on the add-on homepage and file a bug there. You can find the relevant issue tracker on the add-on's homepage under the "Support" tab.
What does it mean when a add-on is Atlassian Supported? In addition to the fact that our Atlassian Support can answer questions about it, generally the add-on will:
- be in the Atlassian Marketplace.
- be published by the Atlassian vendor
- have Bamboo builds set up on one of our build servers.
- have unit and functional tests with a certain amount of code-coverage.
- have complete, accurate and attractive documentation
- support all configurations of the product (e.g. clustered Confluence), except where stated otherwise in the plugin documentation
- be internationalised.
Data Center Add-ons
This icon icon will tell you the add-on is compatible with the "Data Center" implementation of our products that provide clustering and high-availability.
If the add-on in question is not developed by Atlassian or does not have a "Supported" icon on its homepage, please do not file tickets in the Atlassian Support system. We will not be able to answer them. However, you still have a few other avenues to get help.
- Post a question in the Atlassian Community
- Rate and review the app on the Atlassian Marketplace
- Have a Solution Partner support the add-on
These channels are not explicitly monitored by Atlassian staff, but in many cases the add-on's authors or other users will be able to offer help.
We endeavor to help non-Atlassian add-on authors keep their add-ons up to date and working in each new Atlassian release. We provide beta releases of our products during the development cycle. We provide development-milestone binaries in the Atlassian Maven repositories to facilitate testing with new versions of the software. We provide release and upgrade notes which explain changes affecting add-on development. We provide our source code and API documentation.
That said, unsupported add-ons are the responsibility of their authors or the user-community: not Atlassian. We cannot test or upgrade all of the add-ons that have been contributed.