You can adopt best practice from the get-go to really get the most out of your investment.
Pricing and plans
Enterprise Grade Atlassian & Open Source Support.
Frequently asked questions about prices
I'm running an EOL version of an Atlassian product. Will I receive support for it?
Only if you are going to perform an upgrade. Once an Atlassian product reaches its EOL (End of Life), the support team will no longer provide assistance on questions, requests or problems until the product is upgraded to a supported version. We can however help you with the process of upgrading to a supported version.
My license has expired/I don't have license. Will I receive support?
No. The support engineers will always need a SEN number to provide assistance on the case (even if the license is an Evaluation). If your license has expired, please open a renewal request with the Sales Team. Once the renewal procedure is confirmed, you will already be eligible for support.
I need support during the weekend. Will I receive it?
The weekend support is reserved only for Premier customers. We know that the weekend is commonly the best time to perform migrations or maintenance but you will only get assistance from Atlassian support if you have an Premier license (independently of the priority of the case). If you are going to need assistance during the weekend, please contact the Sales Team and upgrade your license right away!
I'm demanding a call from the support. Will I receive it?
Inbound phone assistance is reserved for Premier/Priority customers. You can surely request an outbound phone call for further assistance, but please be sure that you have already provided everything which was request by the support team (i.e logs, screenshots, descriptions, etc.). From our experience, this makes our investigation process faster and there is also the possibility of resolving the problem through the ticket before the call.
Why Premier Support?
You have complex requirements
Enterprise Partners specialize in the entire Atlassian portfolio and provide solutions for complex enterprise needs. They work closely with your teams to provide complete ALM, source control management, and much more.
You require environment integrations and customizations
Enterprise Partners work with some of Atlassian’s largest customers to conduct hands-on system integrations, deployments, and upgrades. They’ll also work with your team to customize Atlassian software to your specific needs.
You require a cross-disciplined superhero
Enterprise Partners help deliver an incredible experience with all of the Atlassian products by providing dedicated services and solutions for complex enterprise needs.
You want onsite help
We have Enterprise Partners all over the world, whether you need help translating documentation, providing onsite demos or training, or purchasing in your local currency.
What types of systems do you support?
We pride ourselves on being “ecosystem agnostic”: whether you use Google Apps or Office365, Windows or Mac, Android or iOS, we will support your team. Need to install a server onsite or host one virtually on Amazon or Azure? We will support you. Need to transition from one ecosystem to another? We’ll be there for you.