지원 서비스
Keep your systems running smoothly with access to highly-trained support teams and quick response times
경험의 깊이와 폭
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.
유연성
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.
초기 응답 시간
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.
지원 제공
Select Support
Select Support is included in your Atlassian license and active maintenance and ensures our support engineers are available during your business hours.
Premium 지원
Premium Cloud 제품
With Premium Support, get elevated levels of support to help you keep your critical cloud products running smoothly.
우선순위 지원
Atlassian Server
Priority Support for Atlassian Server ensures your mission-critical Atlassian Server and Data Center applications scale successfully.
프리미어 서포트
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.
지원 제공 비교
In the cloud or on your own infrastructure, Atlassian Support Services have your team covered.
Cloud 지원
기능 | 커뮤니티 지원 | Standard 지원 | Premium 지원 | Atlassian Access 지원 |
|---|---|---|---|---|
| 셀프 지원 리소스 | 커뮤니티 지원
| Standard 지원
| Premium 지원
| Atlassian Access 지원
|
| 커뮤니티 지원 | 커뮤니티 지원
| Standard 지원
| Premium 지원
| Atlassian Access 지원
|
| 지원 포털 | 커뮤니티 지원
| Standard 지원
| Premium 지원
| Atlassian Access 지원
|
| 사용 가능 시간 | 커뮤니티 지원
| Standard 지원 9/5 | Premium 지원 L1: 24/7 | Atlassian Access 지원 L1: 24/7 |
| 지원 팀 | 커뮤니티 지원
| Standard 지원 Standard 팀 | Premium 지원 평일, | Atlassian Access 지원 평일, |
| 가격 | 커뮤니티 지원
| Standard 지원 Standard 제품 라이선스와 함께 제공 | Premium 지원 Premium 제품 라이선스와 함께 제공 | Atlassian Access 지원 Atlassian Access 제품 라이선스와 함께 제공 *Atlassian Access 이슈에만 적용됨 |
초기 응답 시간 | ||||
| 제품 애플리케이션 중단(L1) | 커뮤니티 지원
| Standard 지원 2시간 | Premium 지원 1시간 | Atlassian Access 지원 1시간 |
| 심각한 저하(L2) | 커뮤니티 지원
| Standard 지원 6시간 | Premium 지원 2시간 | Atlassian Access 지원 2시간 |
| 중간 정도의 영향(L3) | 커뮤니티 지원
| Standard 지원 영업일 기준 1일 | Premium 지원 영업일 기준 1일 | Atlassian Access 지원 영업일 기준 1일 |
| 제한된 영향(L4) | 커뮤니티 지원
| Standard 지원 영업일 기준 2일 | Premium 지원 영업일 기준 2일 | Atlassian Access 지원 영업일 기준 2일 |
Data Center 및 Server 지원
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 $39,500 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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