Atlassian Cloud Bug Fix Policy

Atlassian Cloud Bug Fix Policy

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• Atlassian Cloud Bug Fix Policy

• Atlassian Support Attachment Retention Policy

• Atlassian End of Support Policy

• Atlassian Data Center Bug Fix Policy

• Supported Platforms

• Implementation of New Features Policy

• Atlassian Cloud Update Policy

• Atlassian Cloud Security Update Policy

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Summary

• Our Support team will help with workarounds and bug reporting
• We schedule non-critical bugs according to a variety of considerations Report a bug

Are you developing an app (add-on) for an Atlassian product or using one of our APIs and encountering a technical issue? Report it to Developer and Marketplace Support.

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Bug reports

Atlassian Support is eager and happy to help verify bugs—we take pride in it! Create an issue in our support system, providing as much information as you can about how to replicate the problem you're experiencing. We'll try to replicate the bug to verify, and if successful lodge the report for you. We'll also try to construct workarounds if possible.

Search existing bug reports

Use our public issue tracker to search for existing bugs, add your report, and watch the ones that are important to you. When you watch an issue, we'll send you an e-mail notification when the issue's updated.

How we approach bug fixing

Atlassian seeks to target the most critical bugs affecting the widest customer set. Bugs are prioritised based on the the estimated impact to Atlassian users. Most bugs are initially reported at Low priority until they are triaged and the true impact is assessed by Atlassian.

The priorities applied to confirmed bugs are:

Priority 1 - Highest

Your application is degraded. Users aren't able to perform their job function, and no workarounds are available. Typically the most impactful bugs are treated by Atlassian as an incident and can be tracked on https://status.atlassian.com, highest priority bugs are the next most impactful variety of bug.

Examples...

• login failures

• specific pages don’t display

• microservice communication failures

• administration tools fail

Atlassian begins work on Highest priority bugs as soon as reasonably possible.

Priority 2 - High

A feature is unavailable, application performance is significantly degraded, or users job functions are impaired.

Examples...

• the application performs slowly and fails intermittently

• application is functional, but frequently used gadgets or macros don't work

• specific editing features fail

Atlassian generally seeks to begin work on High priority bugs in the next sprint.

Priority 3 - Medium

The application or specific feature isn't working as expected, but there is a workaround available. Users' experience is impacted, but their job function is not impaired.

Examples...

• some searches fail

• sections of pages load slowly

• administrative features fail intermittently, but a workaround is available

Medium priority bugs are typically worked on after all High and Highest priority bugs are resolved and there are no other critical priorities.