-
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
Read our guide on how to get the most out of your support, or check out our Support FAQ for rapid support orientation.
Support Does Not Include
- Customers without a valid maintenance agreement
- End of Life, Beta, Release Candidate or Development releases
- Customized versions of Atlassian products (customized = original product code has been modified)
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Development questions or requests
- For community-based development support, post these questions on Atlassian Community
- If a bug in the Atlassian development API is believed to be the root cause, you must provide sample code that demonstrates the problem and can be replicated
- Third-party application integrations or third-party apps
- Support for end-users (please see Knowledge Prerequisites)
- Product training
- Support in languages other than English and Japanese
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Professional Services
- System & Performance tuning
- Deployment & Capacity Planning
- Installation & Upgrade Services
- Search or Ask in Atlassian Community for this type of assistance
- Contact one of our Atlassian Partners (our 3rd party value added resellers) who offer a wide range of services
- Migrations planning and support are complimentary services afforded to existing commercial on-premise and Cloud Atlassian customers. As such it does not follow the support offering levels for cloud or DC paid support packages. Migrations support follows Standard response SLA, and includes pre-scheduled weekend support for customers migrating 250+ users in Jira Service Management or 1k+ users in Confluence and/or Jira Software, based on availability.
If you have any questions
If you have any questions regarding this article, or if you see something that is wrong, then please don't hesitate to use the comments below, drop by the forum or contact the staff. There are no stupid questions on Atlasstic and we appreciate feedback to make things better for everyone.
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