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Support 
Vertrauen und Sicherheit Support Services
Keep your systems running smoothly with access to highly-trained support teams and quick response times
Depth and breadth of experience
Direct access to highly-trained support engineers ensures high quality coverage for all issues. Our experienced support team has strong knowledge of all products, known issues and workarounds ensuring the quickest time to resolve your issues.
Flexibility
As you scale and experience growth in your Atlassian products, there will always be a support option for you. Choose the right service level and cost for your organization so you can make the most out of your implementation.
Initial response times
When issues arise in your Atlassian applications, response time matters. Our coverage SLAs provide initial response times, helping you better communicate to your users and resolve issues faster.
Support offerings
Select Support
Select Support is included in your Atlassian license and active maintenance and ensures our support engineers are available during your business hours.
Priority Support
Atlassian Cloud
With Priority Support for Atlassian Cloud, get elevated levels of support to help you speed up issue resolution and keep your critical Atlassian Cloud systems running smoothly.
Priority Support
Atlassian Server
Priority Support for Atlassian Server ensures your mission-critical Atlassian Server and Data Center applications scale successfully.
Premier Support
Premier Support offers our highest level of support, including coverage for all of your Atlassian applications and 24/7 access to a team of dedicated senior support engineers.
Compare support offerings
In the cloud, on your own infrastructure, or at massive scale,
Jira Software has your platform covered.
Cloud Deployment
Features | Community Support | Standard Support | Premium Support | Priority Support for Atlassian Access |
|---|---|---|---|---|
| Self-help Resources | Community Support
| Standard Support
| Premium Support
| Priority Support for Atlassian Access
|
| Community Support | Community Support
| Standard Support
| Premium Support
| Priority Support for Atlassian Access
|
| Support Portal | Community Support
| Standard Support
| Premium Support
| Priority Support for Atlassian Access
|
| Hours of Availability | Community Support
| Standard Support 9/5 | Premium Support L1: 24/7 | Priority Support for Atlassian Access L1: 24/7 |
| Support Team | Community Support
| Standard Support Standard Team | Premium Support Weekdays, | Priority Support for Atlassian Access Weekdays, |
| Price | Community Support
| Standard Support Bundled with Standard product license | Premium Support Bundled with Premium product license | Priority Support for Atlassian Access Bundled with Atlassian Access product license |
Initial Response Times | ||||
| Production Application Down (L1) | Community Support
| Standard Support 2 hr | Premium Support 1 hr | Priority Support for Atlassian Access 1 hr |
| Serious Degradation (L2) | Community Support
| Standard Support 6 hr | Premium Support 2 hr | Priority Support for Atlassian Access 2 hr |
| Moderate Impact (L3) | Community Support
| Standard Support 1 Business day | Premium Support 1 Business day | Priority Support for Atlassian Access 1 Business day |
| Limited Impact (L4) | Community Support
| Standard Support 2 Business days | Premium Support 2 Business days | Priority Support for Atlassian Access 2 Business days |
Server and Data Center Deployment
Features | Community Support | Select Support | Priority Support for Server | Premier Support |
|---|---|---|---|---|
| Self-help Resources | Community Support
| Select Support
| Priority Support for Server
| Premier Support
|
| Community Support | Community Support
| Select Support
| Priority Support for Server
| Premier Support
|
| Support Portal | Community Support
| Select Support
| Priority Support for Server
| Premier Support
|
| Hours of Availability | Community Support
| Select Support 9/5 | Priority Support for Server L1: 24/7 | Premier Support 24/7 |
| Support Team | Community Support
| Select Support Select Team | Priority Support for Server L1, L2: Advanced Team | Premier Support Dedicated Senior |
| Phone Support | Community Support
| Select Support
| Priority Support for Server L1 only | Premier Support All tickets |
| On-Call Upgrade Coverage | Community Support
| Select Support
| Priority Support for Server
| Premier Support
|
| On-boarding & Application Health Checks | Community Support
| Select Support
| Priority Support for Server
| Premier Support
|
| Price | Community Support
| Select Support Bundled with software maintenance | Priority Support for Server $5,000 per product license | Premier Support $35,000 per 3 named contacts |
Initial Response Times | ||||
| Production Application Down (L1) | Community Support
| Select Support 2 hr | Priority Support for Server 1 hr | Premier Support 30 min |
| Serious Degradation (L2) | Community Support
| Select Support 6 hr | Priority Support for Server 2 hr | Premier Support 2 hr |
| Moderate Impact (L3) | Community Support
| Select Support 1 Business day | Priority Support for Server 1 Business day | Premier Support 8 hr |
| Limited Impact (L4) | Community Support
| Select Support 2 Business days | Priority Support for Server 2 Business days | Premier Support 24 hr |
*For more details, see our Documentation page.
“With Premier Support, we like that we receive a timely response and have assigned representatives. Premier Support has helped Cisco mitigate risk and reduce cost.”
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