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Support Services

Keep your systems running smoothly with access to highly-trained support teams and quick response times. Whether your team utilizes our Server, Data Center, or Cloud products, you can find the right level of support for you.

Cloud support offerings are bundled with Standard, Premium, and Enterprise plans. The Cloud Free plan* has access to self help resources.

Standard

Premium

Enterprise

 

Standard

Premium

Enterprise

Products

Standard

Jira Software, Jira Service Management, Jira Core, Confluence, Bitbucket

Premium

Jira Software, Jira Service Management, Confluence, Access

Enterprise

Jira Software, Jira Service Management, Confluence, Access*

Support Packaging

Standard

Bundled with paid standard software license

Premium

Bundled with paid premium software license

Enterprise

Bundled with paid enterprise software license

Support Team

Standard

Cloud support team

Premium

Cloud support team

Enterprise

Dedicated senior team

Phone Support

Standard

Not available

Premium

Not available

Enterprise

Dedicated phone number

Support Entitlements
(who can raise support requests)

Standard

Product and site admins of Standard product sites

Premium

Product and site admins of the Premium product and organization admins

Enterprise

Product and site admins of the Enterprise product and organization admins

Support Hours

Standard

9 hrs per day Mon - Fri

Premium

L1: 24/7
L2: 24/5 (Mon - Fri)
L3, L4: 9 hrs (Mon - Fri)

Enterprise

24/7

Initial Response Time (IRT)

L1: Application Down

Standard

L1: 2 business hours

Premium

L1: 1 hour

Enterprise

L1: 30 mins

L2: Serious Degradation

Standard

L2: 6 business hours

Premium

L2: 2 hours

Enterprise

L2: 2 hours

L3: Moderate Impact

Standard

L3: 1 business day

Premium

L3: 1 business day

Enterprise

L3: 8 hours

L4: Low Impact / Inquiry

Standard

L4: 2 business days

Premium

L4: 2 business days

Enterprise

L4: 24 hours

*Enterprise product users are covered by Access for free. We’ll only include Access in your bill for those not using Enterprise products.

*Community Support (from the Atlassian Community) is available to Cloud Free plans, in addition to self-help resources such as documentation and public bugs.

We have separate support offerings for Jira Align, Trello, Opsgenie, and Statuspage. Learn more here: Jira Align Support, Trello Support, Opsgenie Support, Statuspage Support

The Select support offering is bundled with each Server license. Priority and Premier can be purchased for higher levels of support.

Select

Priority

Premier

 

Select

Priority

Premier

Products

Select

Jira Software, Jira Service Management, Jira Core, Confluence, Fisheye, Crucible, Bamboo, Bitbucket, Jira Align, Crowd

Priority

Jira Software, Jira Service Management, Jira Core, Confluence, Fisheye, Crucible, Bamboo, Bitbucket, Crowd

Premier

Jira Software, Jira Service Management, Jira Core, Confluence, Fisheye, Crucible, Bamboo, Bitbucket, Crowd

Support Packaging

Select

Bundled with software license

Priority

Purchase required separately

  • Free Priority Support included for first 6 months on new DC Licenses

Premier

Purchase required separately

Support Team

Select

Regionally based team

Priority

Dedicated senior team

Premier

Dedicated senior team

Phone Support

Select

Not available

Priority

L1 tickets only

Premier

Dedicated phone number

Support Entitlements
(who can raise support requests)

Select

Admins of products with 25+ users (4+ users for Jira Service Management)

Priority

Admins of sites associated with Priority Support

Premier

Premier Named Contacts (three named contacts)

Support Hours

Select

9 hrs per day Mon - Fri

Priority

L1: 24/7
L2: 24/5 (Mon - Fri)
L3: 9 hours per day (Mon - Fri)
L4: 9 hours per day (Mon - Fri)

Premier

24/7

Price

Select

N/A

Priority

$5,000


Buy now

Premier

$39,500 per three named contacts

Buy now

Initial Response Time (IRT)

L1: Application Down

Select

L1: 2 business hours

Priority

L1: 1 hour

Premier

L1: 30 mins

L2: Serious Degradation

Select

L2: 6 business hours

Priority

L2: 2 hours

Premier

L2: 2 hours

L3: Moderate Impact

Select

L3: 1 business day

Priority

L3: 1 business day

Premier

L3: 8 hours

L4: Low Impact / Inquiry

Select

L4: 2 business days

Priority

L4: 2 business days

Premier

L4: 24 hours

*Additional features included with Premier are: development escalation priority, proactive health checks (includes QA and Staging), on-boarding & environment familiarity 

Additional Services

Need support planning your Atlassian product experience? Consider a Technical Account Manager. Read more

Looking for consulting services or need to customize Atlassian products? Atlassian Partners can help. Read more

Considering migrating between Server/DC to Cloud? Contact our Customer Migrations team.  Contact

For more details, visit Documentation site