Support FAQ

While receiving support from Atlassian, it is pretty common to have some doubts about the procedures and policies that the Support Engineers have to follow. To resolve some of the most common doubts, here are answers to some frequently asked questions:


1 - I'm running an EOL version of an Atlassian product. Will I receive support for it?

Only if you are going to perform an upgrade. Once an Atlassian product reaches its EOL (End of Life), the support team will no longer provide assistance on questions, requests or problems until the product is upgraded to a supported version. We can however help you with the process of upgrading to a supported version.

2 - My license has expired/I don't have license. Will I receive support?

No. The support engineers will always need a SEN number to provide assistance on the case (even if the license is an Evaluation). If your license has expired, please open a renewal request with the Sales Team. Once the renewal procedure is confirmed, you will already be eligible for support.

3 - My issue has been confirmed as a bug/improvement request. What will happen now?

Atlassian works with two major systems. The Support channel and the Bug/New Features/Improvements channel. Here is how the workflow goes:

Atlassian Support System (support.atlassian.com) - Here is the place where the Support Engineers from Atlassian handle all of the problems regarding to usage, environment problems and questions about the Atlassian products. For example, if you have any doubts about upgrading JIRA, or if you are having issues to add a workflow, or you don't know how GreenHopper works, we will help you through this support system. If during our troubleshooting we confirm that your problem/question is actually a bug in our tool or an improvement request (changing the tool to match your needs), then we have to report the problem in the system below (jira.atlassian.com). This happens to be like this because (from the support side), we can't perform code customisations or redesign the tool, and this has to be analysed and handled by our developers.

Atlassian Bug/New Features/Improvements System (jira.atlassian.com) - Once the support confirms that one specific problem or need is confirmed as a bug or if it needs code customisation, tool redesign or implementation of new functionalities to the tool, the problem/doubt is reported in this system. Here, our developers will analyse the viability of fixing/implementing what has been reported based on the policies (Atlassian Bug Fixing Policy and Implementation of New Features Policy) and will decide what will be done about it. All the follow up to your problem/request will now be addressed in the ticket from this system, and not in the support case.

4 - I need a developer license for a test instance. How do I get one?

Every license (besides the Evaluation and Starter licenses) is eligible to generate a developer/test license. If you browse to your my.atlassian.com account, you will see the option to generate a developer license (which is completely free of additional costs).

5 - I need support during the weekend. Will I receive it?

The weekend support is reserved only for Premier customers. We know that the weekend is commonly the best time to perform migrations or maintenance but you will only get assistance from Atlassian support if you have an Premier license (independently of the priority of the case). If you are going to need assistance during the weekend, please contact the Sales Team and upgrade your license right away!

6 - I'm demanding a call from the support. Will I receive it?

Phone assistance is reserved for Premier customers and production instance outages only. You can surely request a phone call for further assistance but please be sure that you have already provided everything which was request by the support team (i.e logs, screenshots, descriptions, etc.). From our experience, this makes our investigation process faster and there is also the possibility of resolving the problem through the ticket before the call.

7 - How do I know what is supported and what is not?

It is also common to be in doubt if your problem/question is supported by Atlassian or not. Here is the explanation of what will be supported by Atlassian and what will not.

Support Includes Support Does Not Include
  • 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 for evaluators

Need this kind of assistance? Atlassian Experts can help!

For further doubts please check the Atlassian Support Offerings.

8 - What about third party systems/plugins? Are these supported?

Atlassian products interface with a variety of technologies. Front-end solutions like Web Servers (eg Apache HTTP Server), load balancers, single sign-on solutions, 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.

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.

9 - I'm not a technical person. Is this a problem?

This will depend on the Tool. If you are have an Atlassian Cloud account, there will be no problem about not having technical skills. On the other hand if you are hosting a stand-alone release of an Atlassian product (JIRA and Confluence for example) there are some knowledge prerequisites, 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:

10 - I have a development question. Where should I address it to?

Since development questions and requests are not covered by our support offering, customers with these kind of questions should first look for a solution at our development resource site, Atlassian Developers. If you still have questions, you can post directly on Atlassian Answers, where our whole community (including developers, support engineers and other customers) may provide assistance. It is not guaranteed that an answer will be provided, but you may also find similar questions in this system to look for a possible solution.

11 - What is a customisation?

A customisation is generally a modification of the original product code, a template modification, or the addition of custom HTML/CSS. As stated in question 7, the support team does not provide assistance in developing a customisation, nor how to implement it or how to fix it.

12 - Can't upgrade the environment that is causing the problem. What now?

Sometimes the root cause of the problem is one specific outdated platform (i.e. browser, database, operational system, etc.). If this is the case, support will request you to upgrade the platform to a supported/compatible release. If this is not possible for the moment in your company, please consider posting the problem in Atlassian Answers or request an Atlassian Expert, who will implement/develop a fix for your problem (the quote will be free but the development itself may entail costs).

13 - What is the purpose of the Escalation button?

The "Escalate" button is meant to be used when you believe your issue is not receiving enough attention (due to a breached SLA, critical impact on business, escalation of the impact of original issue, eg you reported an existing problem and the system is now down, etc). This can be used to request more attention and visibility to your problem, but please be sure that enough time to respond was given to the support team before escalating the ticket. Also, you may like to know that we can increase issue severity level in order to better meet to your prioritization needs. As an alternate to the escalate button, you may yet post a comment to the case, stating the urgency of the issue, and we will strive to reach you shortly. We endeavour to categorise the priority of support tickets correctly, and we will work with you to establish that priority, so if you feel we have misunderstood the impact of an issue you can discuss increasing the priority as an alternative to a one-off escalation.

14 - A bug/improvement has been open for a long time and has a lot of votes. Why isn't it fixed yet?

Our developers will always address some bugs and improvements for the next roadmap (next releases of the Tool). Not all of the requests will be fulfilled but our developers will always follow the policies to analyse and improve our Tools every time in each roadmap. You can check these policies here:

Atlassian Bug Fixing Policy

Implementation of New Features Policy

Last modified on Jan 18, 2018

Was this helpful?

Yes
No
Provide feedback about this article
Powered by Confluence and Scroll Viewport.