Enterprise-Angebote

Atlassian Enterprise provides mission critical products, premier support and strategic services for customers to get the most out of their Atlassian applications.

• The Data Center deployment option provides high availability and performance at scale for your mission critical Atlassian applications

• Premier Support delivers account-level access to a dedicated senior engineering team providing enhanced availability and SLAs for all your Atlassian applications.    

• A Technical Account Manager (TAM) is a trusted advisor for your implementation teams providing guidance, advice and coordination across your organization, the Expert partner ecosystem and Atlassian's internal teams to maximize the value your Atlassian solutions

The Data Center deployment option provides high availability and performance at scale for your mission critical Atlassian applications. Our Data Center product is a term license starting at 500 users for Jira Software, Confluence, and Jira Service Desk, 25 users for Bitbucket and 10 users for Hipchat.  See our Data Center information page for more details.

Premier Support: is a rapid response team to go to for incidents involving your entire Atlassian stack.

• Dedicated Senior Engineers
• Onboarding
• 24x7 including phone*
• 30 minute initial L1 response time
• Critical Incident Management

_{*Weekend coverage supports all products, however, Hipchat, Crowd and Development Tools coverage and response is limited to only L1 issues.}

Technical Account Manager: is a single point of contact to assess, align, and accelerate the enterprise-wide enablement and operational excellence of your Atlassian solutions.

• Strategic planning
• Enterprise scale
• 1:1 Guidance
• Enterprise level best practices
• Risk mitigation

• Data Center: For details on our Data Center pricing please visit the Data Center Licensing FAQ. 

• Premier Support: is $35,000 per year for up to 3 named contacts. This is a service purchased separately on top of standard technical support. Instances identified for Premier Support must also have up-to-date basic support maintenance. (To co-term all your licenses to synchronize their dates, please Contact Us.)
• Technical Account Managers: is $70,000 per year. The Atlassian Technical Account Manager Service includes up to one (1) business day of service from an Atlassian TAM per week for a 12-month period. For questions regarding this service, please Contact Us.

Atlassian Premier Support is an extension to our Select support that helps you and your implementation teams get the most out of Atlassian’s products with limited interruptions. The team is your dedicated resource to get you back up and running with your mission-critical Atlassian applications.

Priority Support was created to ensure there will always be a support option for you as you continue to experience growth. This support offering is designed to provide you with faster response times, inbound phone support for production-impacting issues, access to teams of advanced support engineers for critical issues and extended coverage hours. 

With this new offering, we let you choose the right level of support for your organization. Priority Support for Server includes enhanced coverage by an advanced team of senior support engineers for all critical issues impacting production. You can count on our support team to handle all production impacting issues 24/7. This flexibility lets you plan downtime more effectively and know that an advanced team of support engineers will be available after business hours. For all other issues, you'll also receive the same great support during your work week. 

 

 

	Community Support	Select Support	Priority Support for Cloud	Priority Support for Server	Premier Support
Deployment Option	All	All	Cloud	Server or Data Center	All
Self-Help Resources
Community Support
Support Portal	-
Hours of Availability¹	-	9/5²	L1: 24/7 L2: 24/5 L3, L4: 9/5	L1: 24/7 L2: 24/5 L3, L4: 9/5	24/7
Initial Response Time (L1)	-	2 Hr	1 Hr	1 Hr	30 Min.
Initial Response Time (L2)	-	6 Hr	2 Hr	2 Hr	2 Hr
Initial Response Time (L3)	-	1 Business Day	1 Business Day	1 Business Day	8 Hr
Initial Response Time (L4)	-	2 Business Days	2 Business Days	2 Business Days	24 Hr
Support Team³	-	Select Team	Select Team	L1, L2: Advanced Team L3, L4: Select Team	Dedicated Senior Support Team
Phone Support	-	-	-	L1 Only	All tickets
Matching response times for Staging & QA	-	-	-	-
Development Escalation Priority	-	-	-	-
On-Call Upgrade Coverage	-	-	-	-
Proactive Health Checks (includes QA and Staging)	-	-	-	-
On-boarding & Environment Familiarity	-	-	-	-
Escalation Management	-	-	-	-
Post Incident Reports	-	-	-	-
Support Entitlement	Anyone⁴	Admins of a 25-user or greater server products; Users of cloud products	Users of Cloud products with Identity Manager	Admins of instances associated with Priority Support	Premier associated contacts
Products Covered	All Products	All products except StatusPage and Trello.⁵	Products covered by Identity Manager⁶	Choose one server instance	All products except StatusPage and Trello.⁵
Price	Free	Bundled with software maintenance	Bundled with Identity Manager	$5,000 per product license	$35,000 per 3 named contacts⁷

¹ Hours of Availability - Weekend coverage applies only to Priority and Premier support programs.  Weekend coverage for all eligible tiers is limited to L1 issues for Bitbucket Server, Bamboo, Crucible, HipChat Data Center and FishEye. Weekend support does not cover free or open source products like SourceTree and Clover. It also excludes HipChat Server.  Weekends start from 5PM US Pacific timezone (UTC-8 & UTC-7 DST) until Monday 10AM Australian Eastern timezone (UTC+10 & UTC+11 DST), spanning a total of 48 hours.

² 9/5 Support - Hours of coverage include 8am - 5pm for the following timezones: Pacific (UTC-8), Mountain (UTC-7), Central (UTC-6), Eastern (UTC-5), Western Europe (UTC+0), Central European (UTC+1), Eastern European (UTC+2), Australia Western Standard (UTC+8) Eastern Australia (UTC+9), Japan Standard Time (JST), Australia Western Standard Time (UTC+8), Australia Central Standard Time (UTC+9), Australia Eastern Standard Time (UTC+10). India is covered 10am-7pm (GMT+6). Tickets will be handled in the office corresponding to the geo in which they are submitted.

³ Support Team – Our Advanced and Dedicated Senior Teams are both highly trained engineers who are ready to diagnose issues in your environment. Our dedicated senior support team familiarize themselves with three primary contacts from your company to learn your network and environment.

⁴ Community Support - Community Support (from the Atlassian Community) is available to anyone who signs up. Users of 10-user starter license and Sourcetree users are eligible for only community support.

⁵ Select and Premier Support - Includes all Atlassian products other than StatusPage (StatusPage Support Hours) and Trello (Trello Support Hours).

⁶ Identity Manager Enabled Products – Jira Software, Jira Core, Jira Service Desk, Confluence, Bitbucket, Stride. When additional products are covered by Identity Manager, they will be included in Priority Support for Cloud.

⁷ Premier Support Named Contacts - Premier connects our top tier engineers with the customer and in order to ensure the best outcomes we limited the number of individuals within an account per $35,000 to three named contacts.  This helps ensure the most knowledgeable individuals within our customers are connected with our most senior engineers to drive issues to conclusion faster.  If additional named contacts are needed they can be purchased three at a time by purchasing additional Premier licenses. Account coverage pertains to all active Atlassian server product licenses and does not include Open Source products or 3rd party plugins.

Please see the Atlassian Support Offering Details in our Atlassian documentation.

If you're interested in Priority or Premier Support and would like to chat with Atlassian, please Contact Us with any questions you have.

An Atlassian TAM is a post-sales advisory service available for purchase by qualified enterprise customers.  The TAM functions as a trusted advisor from Atlassian to validate that the customer is deploying Atlassian technologies following the latest best practices, and gives the customer an internal resource at Atlassian to be an advocate across all functions and roles.  For more details on how the TAM service is delivered, please reference the Atlassian Technical Account Manager Datasheet.

To inquire about subscribing to the TAM Service please Contact Us; or request a quote from your Atlassian Expert.

The Atlassian TAM Service is governed by the Enterprise Support and Services Policy.

Atlassian Technical Support is a 'break-fix' incident based service where you file a specific support request regarding a point in time problem, and they assist you in resolving the issue. Atlassian TAM's are a proactive consultative resource focused on ensuring that you are deriving the appropriate ROI from your Atlassian investment.  Atlassian TAMs ensure that you are defining an Atlassian technical solution that will address your business needs and architecting the solution with best practices and risk mitigation in mind.

TAMs primarily function within the region where the customer's production management teams reside. TAMs visit onsite at the customer's location at least once a quarter, but spend the majority of their time providing remote guidance and working with their counterparts in Atlassian's offices to enable the end customer.

For certain countries where English is not the primary language, staffing of a local TAM resource is available who will speak the local language. Contact Us to inquire whether such a resource is currently available in your locale.

Atlassian Experts are in-depth and hands-on technology practitioners to help you deploy, manage and enhance your Atlassian solution deployments. Atlassian TAMs are a solution advisory resource that have direct weekly touch-points with Atlassian product, engineering, executive and support teams and give you an immediate advocate to the product teams at Atlassian, and keep you abreast of the latest product roadmap updates and internal thinking from within Atlassian to ensure that you and the Expert are following down the ideal solutions path.

Atlassian Platinum and Enterprise Experts are qualified to sell the TAM Service.  Experts within other non-enterprise tiers of Atlassian's Expert program will need to work with the regional Atlassian Expert Manager to qualify.  For more details on the conditions of selling the TAM service, or to execute a TAM order, the Expert must qualify the customer as a TAM prospect via tam@atlassian.com.