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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
L2: 24/5
L3,L4: 9/5

Priority Support for Atlassian Access

L1: 24/7
L2: 24/5
L3,L4: 9/5

Support Team

Community Support

 

Standard Support

Standard Team

Premium Support

Weekdays,
Premium Team

Weekends,
Standard Team

Priority Support for Atlassian Access

Weekdays,
Premium Team

Weekends,
Standard Team

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
L2: 24/5
L3,L4: 9/5

Premier Support

24/7

Support Team

Community Support

 

Select Support

Select Team

Priority Support for Server

L1, L2: Advanced Team
L3, L4: Select Team

Premier Support

Dedicated Senior
Support Team

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
Buy now

Premier Support

$35,000 per 3 named contacts
Buy now

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.”

Arunkumar Vijayakumar
Project Manager, Cisco

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