Support

Customer support is available with Jira Service Management’s Standard, Premium, and Enterprise plans. The Free plan has access to self-help resources in the Atlassian Community.

Learn more about each plan’s level of support.

Atlassian Access (SSO, SCIM, Active Directory Sync)

An Atlassian Access subscription enables centralized security and governance across all your Atlassian cloud products. Gain peace of mind with enterprise-grade security controls, lncluding:

Password policies

Password policies help ensure best practices for user-created passwords in Atlassian cloud products. This helps reduce the risk of security breaches.

Domain verification and account capture

Domain verification lets an organization admin centrally manage all of the Atlassian accounts that use the company's domain.

Session duration management (desktop)

Session duration management allows an organization admin to set a session timeout value different from the default policy of 30 days. This means admins can control how long a team member can stay signed in without interacting with Atlassian.com.

Encryption in transit and at rest

All customer data stored within Atlassian cloud products and services is encrypted in transit over public networks using Transport Layer Security (TLS) 1.2+ with Perfect Forward Secrecy (PFS) to protect it from unauthorized disclosure or modification.

Data drives on servers holding customer data and attachments in Jira Software Cloud, Jira Service Management Cloud, Jira Work Management Cloud, Confluence Cloud, Statuspage, Opsgenie, and Trello use full disk, industry-standard AES-256 encryption at rest.

Business continuity and disaster recovery

Our Disaster Recovery Program consists of a few key practices to ensure the appropriate levels of governance, oversight, and testing. 

Learn more about security practices.

Sandbox

Test and control the rollout of updates and new apps in a sandbox copy of your environment before rolling it out companywide. Apply your existing change management practices, ensure compatibility with your ecosystem, and prepare end users if necessary.

Release tracks

Control when and how changes are released to end users with Release Tracks.

With options to control Atlassian cloud releases, your day-to-day management of our cloud products becomes more predictable, helping you plan, prepare, and ensure success for upcoming product changes.

Data residency

With data residency management, choose where key product data at rest is hosted within Atlassian’s global cloud footprint.

You can pin a cloud instance's data to a specific geographic realm (for example, US or EU). This gives your administrators more control, which is useful when they require more flexibility and visibility into how their organization's content is stored.

Learn more about data residency management.

Customer success managers

Enjoy the highest level of support coverage from a dedicated team of support managers.

Asset & Configuration Management

Use our Jira-native CMDB and asset management tool to reference, track, and tie requests with assets directly from Jira Service Management. Provide end-to-end service with just a few clicks.

Alert notifications per month

Route every alert to the correct team or person and help ensure your team doesn’t miss critical alerts. When an incident is raised, people and teams can be added to the incident as responders so they can work to resolve it.

Link alerts to incidents, or add and alert multiple responders to one incident. When alerts are enabled and a responder is added to an incident, the responder will be alerted according to their alert notification preferences and the priority of the alert.

The Free plan is limited to 200 SMSs per month account-wide: 100 to the United States and Canada, 100 to other destinations.

Premium and Enterprise plans include:

• Automated Opsgenie actions
• Advanced alert enrichment
• Advanced alert customization
• Custom alert actions
• Alert and notification policies
• Multiple notification rules per contact type
• Attachments and notes in alerts

Learn more about setting up alert notifications.

Monitoring and ChatOps integrations

Send internal communications about ongoing incidents to licensed stakeholders in your organization.

Major incidents per month

Create an incident management process to identify affected services, track related issues, and escalate to the right team so they can swarm on a resolution.

Incident creation

Using templates, incident responders are automatically notified as soon as the incident occurs.

Post-mortems

Understand all contributing root causes, document the incident for future reference and pattern discovery, and enact effective preventative actions to reduce the likelihood or impact of recurrence.

On-call management

Create routing rules, escalation policies, and on-call schedules to manage who is notified of alerts.

Premium and Enterprise plans include:

• Multiple routing rules per team
• Advanced escalation steps (like notifying next user in schedule)

Advanced integrations

Connect your tools to Jira Service Management with

• Global integrations that allow you to route alerts to different teams 
• Outbound integrations like outgoing webhooks to send alerts to another tool or endpoint
• Bi-directional integrations that can sync back and forth 
• Control alerts from integrations via filters in the advanced view”

Incident command center

Command, control and coordinate incident response, and effectively collaborate through Opsgenie-hosted video bridge and other integrated communication tools.

Incident investigation

See all deployments and commits leading up to an incident. Get insights into code changes.

Alerts/major incidents data visualization & analytics

Track the entire lifecycle of alerts and incidents and evaluate team efficiency. Key metrics such as resource usage, post-incident analysis, on-call analytics, and DevOps metrics help you gain insight into areas of success and opportunities for improvement.

Heartbeat monitoring

Ensure that alerting works end to end through passive monitoring of the systems forwarding alerts to Jira Service Management. JSM notifies you of any communication gaps with your system after specified time intervals.

Featured articles

Help customers self-serve by featuring relevant articles at the top of each help center category. This is especially useful to highlight articles that are commonly used by customers.

Smart article suggestion

Set up article suggestions that can help your customers as they fill in a request form. Use labels to limit which articles are shown in each form.

Knowledge base reports

Knowledge base article reports show how often an article is shared, viewed, and voted as helpful. There are two default reports that provide information on how your knowledge base articles are performing: Requests deflected and Requests resolved.

Embedded knowledge base

Create, read, update, and delete knowledge articles directly within Jira Service Management.

Dynamic object fields

Dynamic and efficient form submission enables requestors and agents to select assets or services directly from request fields in Jira Service Management, giving your agents the context they need to resolve an issue or request quickly.

Dependency mapping

View the dependencies between configuration items or assets and services to assess the risk of changes, resolve incidents, and uncover the root cause of problems.

Deployment gating

Allow or prevent deployments at specific points in the change management process using a CI/CD tool that you’ve connected to Jira Service Management.

Asset Discovery

Scan your network to discover and populate your asset and service repository. Detect infrastructure changes, identify shadow IT assets, and improve support.

The Assets Discovery Marketplace app is required but is free for Premium and Enterprise plans. The collected data is imported into Assets in Jira Service Management.

Learn more about Assets Discovery.

Deployment tracking

Set up deployment tracking for your service project to create change requests when your team initiates deployments to selected services.

Change calendar

Visualize and schedule changes happening across your organization to provide visibility and avoid conflicts.

Change risk assessment engine

Score the risk of a change using a Jira automation–powered risk assessment engine.

Email notifications

The type of notifications that someone receives depends on their role and how they’ve interacted with the request. Customers, agents, and administrators get email notifications about activity on requests.

Jira Service Management can send a maximum of 100 emails per day on the Free plan. After 100 emails, notifications are paused until the following day.

Learn more about which notifications your customers and team will receive.

Atlassian Data Lake

Access fully modeled data across your Atlassian tools in one place.

Learn more about Atlassian Data Lake.