We are pleased to announce an updated Support Policy which aims to simplify Atlassian’s position and present a more consistent and accountable support service to our customers. In summary the main changes are:

  • We are committing 24×5 support for ALL products however non-critical issues (ie Severity L3 and L4) for products other than Jira and Confluence have only 16hrs coverage each day.
  • We have separated out and updated our position on bug fixes from feature requests
  • We now provide a clear and accountable policy for bug fixes
  • We now provide a clear and accountable policy for security fixes
  • We now provide a clear and accountable policy for when we will provide patches
  • We have clarified that we ONLY provide support for Supported configurations and Supported plug-ins
  • We are reinforcing a strict adherence to End of Life Policy
  • We have defined limitations on 3rd party application support and will be tagging all the third party config docs from our product documentation
  • We’re now promoting this document in a more centralized, public location and referencing it in documentation consistently.

In addition please look out for the following policy additions in the near future:

  • Published SLAs for each of our severity levels (expected by March of 2010)
  • Enforcement of the need for an active maintenance contract (expected by January of 2010)

Please take the time to review the updated Support Policy at


Work smarter, better, and faster with weekly tips and how-tos.

Subscribe now