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.
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.
Select Support is included in your Atlassian license and active maintenance and ensures our support engineers are available during your business hours.
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 for Atlassian Server ensures your mission-critical Atlassian Server and Data Center applications scale successfully.
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.
|Select Support||Priority Support |
|Priority Support |
|Knowledge Base Articles and Support Portal||Yes||Yes||Yes||Yes|
|Hours of Availability||9x5||9x5 Plus||9x5 Plus||24x7|
|Licenses Covered||1||Atlassian Access enabled products||1||All|
|Production Application Down Initial Response Time (L1)||2 hr||1 hr||1 hr||30 min|
|Serious Degradation Initial Response Time (L2)||6 hr||2 hr||2 hr||2 hr|
|Moderate Impact Initial Response Time (L3)||1 Business day||1 Business day||1 Business day||8 hr|
|Limited Impact Initial Response Time (L4)||2 Business days||2 Business days||2 Business days||24 hr|
|Weekend Coverage||L1 only||L1 only||All tickets|
|Support Team||Advanced team for L1 & L2 tickets only||Dedicated senior support team for all tickets|
|Phone Support||L1 only||All tickets|
|On-Call Upgrade Coverage||Yes|
|Onboarding & Application Health Checks||Yes|
Included in your Cloud, Server or Data Center license and active maintenance
Included with Atlassian Access
$5,000 per Server or Data Center license
$35,000 per account
“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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