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Priority Support Overview
Priority Support is a global team of Senior Support Engineers and Enterprise Managers committed to delivering higher SLAs, faster triage, and faster resolutions, for our customer's mission-critical Atlassian applications.
If you have additional questions please contact us at sales@atlassian.com
Priority Support Detailed Features
Flexible Coverage
Priority Support is bundled with the following Data Center products:
- Jira Software
- Jira Service Management
- Confluence
- Crowd
- Bitbucket, for licenses with 251 or more users
- Bamboo, for licenses with 100 or more remote agents
It can also be purchased separately for products in which the service is not automatically bundled. Add Priority Support to your mission-critical Atlassian applications and ensure your systems are running smoothly.
Advanced Team for Critical Issues L1/L2
All Priority Support customer requests are routed directly to experienced Priority 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. In addition, the Priority Support engineers have large-scale experience and advanced training beyond the standard support teams to better and more quickly service your more complex and critical needs. During local holidays and weekends when the Priority Support team is not available, Priority Support customer requests are handled by the Select support team providing for weekend and holiday coverage that is not available to Select customers.
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.
Account On-boarding & Familiarity
Upon purchasing Priority Support, the Priority Support team will conduct an on-boarding process whereby we:
- On-boarding email - This email will detail the Priority Support offering, our SLAs, priority definitions and examples, best practices, and initial environment recommendations to expedite future support requests.
- Review Existing Issues - Understand existing challenges, prioritize current support cases, and begin to craft an account strategy to improve stability, performance, and support interactions between teams. During this time our team will also transfer existing L1/L2 support cases over to Priority Support.
- Review Phone Procedures - Publish regional phone numbers that can be used to contact the Priority Support team for L1 critical issues. The call will automatically route to the Priority Support team in the online office in one of the other worldwide regions if the call is made after business hours in your local region.