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Enterprise Offerings

Important changes to our Data Center products

We’re making several pricing and packaging changes to our Data Center products. Learn more about the future of Data Center.

Overview

What enterprise-level products and services does Atlassian offer? Show

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

  • Data Center 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 Solutions Partner ecosystem and Atlassian's internal teams to maximize the value your Atlassian solutions
  • Cloud Enterprise provides enterprise-grade scale, security, and governance controls for global organizations.
What is Data Center? Show

Data Center is Atlassian’s purpose-built enterprise offering for self-managed environments. With the continuous innovation of enterprise-grade features, flexible infrastructure choices, and advanced controls, Data Center makes it easy to meet the complex needs of your organization at scale. Data Center is available for Jira, Confluence, Bitbucket, and Crowd. See our Data Center information page for more details.

Reference our Data Center FAQ for common questions.

What is the difference between Premier Support and Technical Account Management (TAM)? Show

Premier Supportis 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
Where can I find pricing? Show

Cloud Enterprise

What is Cloud Enterprise? Show

For enterprises with ever-growing collaboration, security, and governance needs, Atlassian’s Cloud Enterprise plan offers the most advanced capabilities for flagship products - Jira Software, Confluence, and Jira Service Desk in the cloud, enabling unmatched scale & performance (unlimited instances, 99.95% SLA), centralized administration & governance (billing, release tracks), enterprise-grade security (data residency, SAML SSO) and ease of extensibility & support (Forge, dedicated support).

Is Atlassian Access included in Cloud Enterprise? Show

Yes, an Access subscription is included in Cloud Enterprise, at no extra cost. 

What level of support is offered with Cloud Enterprise? Show

Cloud Enterprise comes with the highest level of cloud support available across JSW, Confluence, and JSD from a dedicated team of Customer Success Managers. This is equivalent to Premier Support for Data Center/server.

Key features include:

  • 24/7 coverage
  • 30 min IRT for L1
  • Dedicated Senior Support Team
  • Phone Support
  • Dev Escalation Priority
  • Proactive Health Checks
  • Up to 3 designated contacts

Priority & Premier Support

What is Premier Support? Show

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.

What is Priority Support? Show

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. 

Is there a feature comparison between the support offerings? Show

For a comparison of Atlassian's support offerings, please see our Support Offerings page.

Where can I learn more about the Priority and Premier support offerings? Show

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.

Technical Account Managers (TAM)

What is an Atlassian Technical Account Manager (TAM)? Show

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.

How do I purchase the TAM Service? Show

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

What is the difference between an Atlassian TAM and Atlassian Technical Support? Show

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.

Are TAMs an on-site consultative resource? Show

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.

Can I engage a TAM that speaks my local language? Show

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.

What is the difference between an Atlassian TAM and a Solutions Partner? Show

Solutions Partners are in-depth and hands-on technology practitioners to help you deploy, manage, and enhance your Atlassian 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 Solutions Partner are following down the ideal solutions path.

As a Solutions Partner can I sell the TAM service to customers I am working with? Show

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