Atlassian Government Cloud Support offering
Support hours
Monday - Friday, 6 a.m. - 6 p.m. PST for all support tickets
Saturday - Sunday, 6 a.m. - 6 p.m. PST for L1 support tickets
Apps
Jira, Jira Service Management, Confluence
Support packaging
Bundled with paid Atlassian Government Cloud license
**Support team1 **
Dedicated senior team
Contact method
Log in to contact support and enter the same account details that you use for id.atlassian-us-gov-mod.com
If you don’t have access to the support portal during onboarding, an outage, or an organization lockout, refer to our alternate support options.
Support entitlements
App admins, site admins, and organization admins can raise support requests
Initial response time (IRT)2
L1 (application down): 2 business hours
L2 (serious degradation): 6 business hours
L3 (moderate impact): 1 business day
L4 (low impact / inquiry): 2 business days
About the Support team
1 The Support team responsible for responding to support requests is located in the United States. However, some requests may be escalated to teams outside the U.S. Only employees who have gone through the proper training and have the appropriate tools have access to Atlassian Government Cloud. Employees are only given access if they directly support or work on the Atlassian Government Cloud.
What situations get escalated to teams outside the U.S.?
When requests requires a escalation (suspected bug, code issue), engineering teams outside of the U.S. may potentially work on the request. This includes situations that require filing the most critical and highest priority incidents.
A number of teams may address these issues, and those teams may be located in: Australia, Brazil, Canada, France, Germany, India, Poland, Turkey, and the United States.
However, we can’t rule out that we may escalate issues to teams in any of the 13 countries where we operate. In addition to the countries previously mentioned, this includes: Japan, New Zealand, Poland, the Philippines, South Korea, and the United Kingdom.
What data can teams outside the U.S. access?
When support requests are escalated to engineering teams, we may request specific data for troubleshooting. The support engineer has direct access to this data, and engineering teams (who may be located outside the US) can get access when an issue is escalated.
This data might include:
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Support zips. What files are included in a support zip
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Migration files, which contain data, project information, user IDs, and attachments. These files may include those migrated from a Data Center instance to an S3 bucket before a cloud migration.
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Details about your network and environment.
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Exported database file from a Data Center instance.
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Access to the Cloud instance. This allows the support engineer and potentially the engineering team to access data via the database and the site front end as a user or admin.
Who can access my data to provide support?
By default, support engineers don’t have access to a customer's cloud instance unless permission is granted via the support ticket. Once that permission is granted, only Atlassian support team members with specialized access to Atlassian Government Cloud will be able to gain access to the data to troubleshoot and provide support. Atlassian enforces strict access control to and from our Atlassian Government Cloud.
How do you determine initial response times?
**2 **Atlassian uses commercially reasonable efforts to meet the target initial response time for the applicable severity level: