We are committed to delivering reliable services. We strive for high availability and quick resolution of any issues to minimize disruptions. Support for our products includes answering questions about product functionality, addressing sales-related requests, and investigating support cases related to our products. We handle complex cases involving both our product and Atlassian products. We may suggest workarounds and configuration changes where applicable and schedule patches when a defect is identified. (Please note that an active maintenance subscription is required to install a patch.) Additionally, we collect feedback and record feature requests, although we do not guarantee that a feature request will be implemented.
We recommend posting support requests to our JIRA Service Desk, where you can specify the urgency of your request, allowing us to prioritize and address critical issues first. Additionally, requests made through open forums such as Atlassian Community are monitored by our support team and answered on a best-effort basis. For direct assistance, you can also contact our Customer Care specialist, and we will strive to respond within 24 hours. You can pick the channel of support that best suits your needs. We are here for you.
Support for our products does not typically include phone support, screen sharing, webinars, training, or help with programming. We do not provide support for issues not related to our products, for non-GA versions (development builds, beta versions) or versions modified by the customer, or for versions that have reached end of life. Additionally, we do not create patches for previous versions of the product (except for critical security fixes) or create backports for previous versions of JIRA not currently supported by the latest version of the product.
