Premier Support Offering Details
Atlassian Support Offerings
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Atlassian Cloud Bug Fix Policy
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Atlassian Support Attachment Retention Policy
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Atlassian End of Support Policy
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Atlassian Data Center Bug Fix Policy
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Supported Platforms
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Implementation of New Features Policy
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Atlassian Cloud Update Policy
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Atlassian Cloud Security Update Policy
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Premier Support Offering Details
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Troubleshooting and Support Tools
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Priority Support Offering Details
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Eligibility for Support Tickets for Atlassian Cloud
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Atlassian Support Locations
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Atlassian Support AI chat
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FastShift Terms
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Atlassian FastShift Data Processing Addendum
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Third-Party FastShift Sub-processors
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FastShift Security Measures
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Premier Support Overview
Atlassian's Premier Support is a dedicated global team of Senior Support Engineers and Enterprise Managers committed to delivering higher SLAs, faster triage, faster resolutions, as well as engaging customers with new service touch points to improve customer experience, system availability, and system performance for our business-critical Enterprise customers.
- Atlassian Premier Support does not cover Opsgenie, Statuspage, or Trello.
- **Jira Align Premier Support must be contracted separately. **
***If you have additional questions please contact us at sales@atlassian.com ***
Premier Support Detailed Features
Dedicated Senior Support Engineers
All Premier Support customer requests are routed directly to experienced Premier Support engineers from the minute the ticket is created during the business week (24x5). This eliminates time normally required in Select Support for the initial bounce, basic triage steps, environment questions, and internal escalation processes to get up to a more senior individual. The Premier Support team is dedicated to only service Premier Support customers. In addition, the Premier Support engineers have large-scale experience and advanced training beyond the Select Support teams to better and more quickly service your more complex and critical needs. During local holidays and weekends when the Premier Support team is not available, Premier Support customer requests are handled by the Select and Priority Support teams providing for weekend and holiday coverage that is not available to standard customers. Note: If specific coverage is required outside of the regular hours of availability (24 x 5), time can be scheduled in advance with Premier Support engineers for planned upgrades, maintenance, and other weekend tasks based on availability.
Development Escalation Priority & Coordination
Priority placement in the development escalation queue ensures your support issues are triaged more quickly by our developers and product teams when escalated. This is important when issues require product team engagement and gives Premier Support customers higher priority and service levels to ensure more timely root-cause analysis and next steps. In addition, Premier Support has dedicated resources that help manage and coordinate escalations through the various product teams within Atlassian. Bugs and Feature requests are prioritized according to the Atlassian Data Center Bug Fix Policy and the Implementation of New Features Policy.
Screen Shares & Conference Calls
Our team utilizes phone calls, screen shares, and team sync meetings to solve issues faster by ensuring precious time and context is not lost when critical issues arise.