The number of customers we support has doubled every year since Atlassian started just over six years ago. Today, we support 12,000 customers. That’s a lot of legendary service.
To ramp things up to meet the demands of small 5-person teams to mega customers, we took a number of steps:
- Increased the number of support engineers in Sydney (we still have developers rotate through support, too)
- Opened an office in San Francisco to better support US and European customers
- Manage an office in Kuala Lumpur to handle the overflow
- Implemented new automated and manual systems to measure our response times (yes, JIRA has helped there too!), queue and prioritize support requests, and more
- And we’re opening an office in Europe (keep reading below)
As a result of all this effort, and a pinch of faith, we now offer our customers 24/5 support. Whether you’re using a free, non-profit license or an enterprise license, you qualify for phone, chat, email, and online support. Legendary service has been our promise since the start and it’s not changing, it’s just getting better.
We’ve heard some great feedback from customers, too. Here’s a sample of unedited, unfiltered, comments from two recent customer satisfaction surveys:
You provide fantastic products and the support when needed is the best I’ve ever experienced with a software company.
Great product. Great documentation. Great support. Can’t really complain about anything.
Am impressed with the legendary Atlassian service/support model, and your dedication to transparency & best practice.
Very happy with the product, with the support, and also the evaluation phase (no hassles prolonging license for a few months).
Confluence is great in many ways, and I’ve been very happy with Atlassian support.
First-class on-line documentation, user-community and technical support.
Atlassian products are well worth their money and the support, which I’ve only had to use on rare occasions, was excellent.
Does what it says and the supports great
Overall I’m very happy about Bamboo/Clover/Fisheye/Crucible products and support.
But wait… some customers still complain that we take too long sometimes to respond to their support needs. As it happens, most of those few complaints are coming from Europe. The good news is that we just opened our first European office in Amsterdam. The first order of business: hiring support engineers.
If you’re interested in joining a fun, dynamic company that seeks to provide legendary service to it’s customers, and you want to live in one of the most beautiful cities in Europe, we’d like to talk to you!