Support coverage after migration
After migrating from Opsgenie to Jira Service Management or Compass, customers will receive support through the respective product's support channels.
Opsgenie chat support will be discontinued and replaced with a support request system starting on April 5th, 2025. This change aims to ensure that we provide clearly defined Service Level Agreements (SLAs) and maintain references to previous requests for better tracking and support.
Opsgenie-specific support will no longer be available after April 5th, 2027.
Additionally, alert data retention policies will change, so it's important to understand how long your alert data remains available in Jira Service Management and Compass.
Migration summary
Is support fully available in Jira Service Management and Compass?
Yes. After migration, all support is provided through Atlassian Support under Jira Service Management or Compass.
Is support auto-transferred after data migration?
Opsgenie support will continue until April 5th, 2027. You can reach out to Opsgenie support team for Opsgenie specific support requests. After migration, reach out to Atlassian Support.
Are there required actions for continued support?
Familiarize yourselves with the new support process under Jira Service Management or Compass. Understand how alert data retention policies work and export any critical data before it expires. Use Atlassian Support to submit new requests related to post-migration issues or configuration adjustments. Read more about Atlassian Support Offerings.
Jira Service Management support coverage
Support is available based on your Jira Service Management plan tier:
Standard – Business hours support
Premium – 24/7 support for critical issues
Enterprise – 24/7 priority support with dedicated escalation paths
Access Atlassian Support for Jira Service Management to submit support requests, troubleshoot issues, and receive assistance with configurations from the Atlassian community, and more.
Review Jira Service Management Cloud support
Compass support coverage
Support is provided based on your Compass plan tier:
Standard – Business hours support
Premium – 24/7 support for critical issues
Compass users can submit tickets and access documentation through Atlassian Support for Compass.
Data retention after migration
After migrating to Jira Service Management or Compass, your new alert data coming into the application is subject to new data retention policies based on your plan. Unlike Opsgenie Enterprise plan, where data was retained indefinitely, Jira Service Management and Compass automatically delete older alert data after a set period.
Once alert data is deleted, it cannot be recovered. If you rely on historical alerts for investigations, compliance audits, reporting, or AI-based analytics, ensure your plan covers the required retention period.
If you need longer data retention:
Export critical alert data before migration to prevent loss.
Consider upgrading to a higher-tier plan to extend retention limits.
Jira Service Management data retention policies
Free – 1 month
Standard – 1 year
Premium – 3 years
Enterprise – 5 years
Compass data retention policies
Standard – 1 year
Premium – 3 years
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