Atlassian Government Cloud Support offering

About the Support team

¹ The Support team responsible for responding to support requests is located in the United States. However, some requests may be escalated to teams outside the U.S. Only employees who have gone through the proper training and have the appropriate tools have access to Atlassian Government Cloud. Employees are only given access if they directly support or work on the Atlassian Government Cloud.

What situations get escalated to teams outside the U.S.?

When requests requires a escalation (suspected bug, code issue), engineering teams outside of the U.S. may potentially work on the request. This includes situations that require filing the most critical and highest priority incidents.

A number of teams may address these issues, and those teams may be located in: Australia, Brazil, Canada, France, Germany, India, Poland, Turkey, and the United States.

However, we can’t rule out that we may escalate issues to teams in any of the 13 countries where we operate. In addition to the countries previously mentioned, this includes: Japan, New Zealand, Poland, the Philippines, South Korea, and the United Kingdom. 

What data can teams outside the U.S. access?

When support requests are escalated to engineering teams, we may request specific data for troubleshooting. The support engineer has direct access to this data, and engineering teams (who may be located outside the US) can get access when an issue is escalated.

This data might include:

• Support zips. What files are included in a support zip

• Migration files, which contain data, project information, user IDs, and attachments. These files may include those migrated from a Data Center instance to an S3 bucket before a cloud migration.

• Details about your network and environment.

• Exported database file from a Data Center instance.

• Access to the Cloud instance. This allows the support engineer and potentially the engineering team to access data via the database and the site front end as a user or admin.

Who can access my data to provide support?

By default, support engineers don’t have access to a customer's cloud instance unless permission is granted via the support ticket. Once that permission is granted, only Atlassian support team members with specialized access to Atlassian Government Cloud will be able to gain access to the data to troubleshoot and provide support. Atlassian enforces strict access control to and from our Atlassian Government Cloud.

How do you determine initial response times?

² Atlassian uses commercially reasonable efforts to meet the target initial response time for the applicable severity level:

• Level 1: Production application down or major malfunction affecting business and high number of staff

• Level 2: Serious degradation of application performance or functionality

• Level 3: Application issue that has a moderate impact to the business

• Level 4: Issue or question with limited business impact

管理規約

サポートにはアトラシアン カスタマー アグリーメントまたはその他の該当する規約が適用されます。

サポート対象

• Updates for Software Apps during the applicable Subscription Term

• インシデント サポート - システムの問題を特定し、トラブルシューティングを行う

• 根本原因分析

• インストール時に発生した問題のサポート

• アップグレード時に発生した問題のサポート

• 不具合の特定と必要に応じたバグ レポートの作成

• 実装と設定のガイダンス

• Integration support with other Atlassian apps

Support is open to admins and account holders. End users are redirected to an admin.

Read about how to get the most out of your Support, or check out our Support FAQ.

Support doesn’t include

• Customized versions of Atlassian apps (customized = original app code has been modified)

• Development questions or requests

  • コミュニティによる開発者支援は Atlassian Community にお問い合わせください。

  • Atlassian が開発した API のバグが根本原因であると考えられる場合は、その問題の提示および再現可能なサンプルコードの提供が必要となります。

• サードパーティ製アプリケーションとの連携やサードパーティ製アプリ

• Support for end-users

• App training

• プロフェッショナル サービス

  • システム & パフォーマンス チューニング

  • デプロイ & キャパシティ プランニング

  • インストレーション & アップグレード サービス

  • このような支援を必要としている場合は、Atlassian Community で質問を投稿するか検索してください

  • Contact one of our Atlassian Partners (our 3rd party value added resellers) who offer a wide range of services

• Migrations planning and support. These are complimentary services afforded to existing on-premise and Government Cloud customers. As such it does not follow the support offering levels for cloud or DC paid support packages. Migrations support follows Standard response SLA, and includes pre-scheduled weekend support for customers migrating 250+ users in Jira Service Management or 1k+ users in Confluence and/or Jira, based on availability.

サポート対象プラットフォーム

You can have confidence that our supported platforms are well tested and we will work to correct issues. Atlassian will not provide assistance with configuration in unsupported environments. See the pages below for detailed information on what platforms are supported with Atlassian apps:

Docker 関するサポートの制限

You can use official images to deploy Atlassian apps in a Docker container or customize a Docker deployment on your own.

We support the Atlassian Docker templates and can help with Atlassian app-related problems. We do not provide support for Docker itself or problems with any Docker environment.

Kubernetes に関するサポートの制限

You are recommended to use official helm charts to deploy Atlassian apps using Kubernetes, or customize a Kubernetes deployment on your own with reference to the official helm charts.

We support the Atlassian Kubernetes helm chart and can help with Atlassian app-related problems. We do not provide support for Kubernetes itself or problems with any Kubernetes environment.

Kubernetes サポートの免責事項 および、詳細はサポート対象および対象外の範囲をご覧ください。

セキュリティ上の問題

アトラシアンのセキュリティ問題への取り組みについては、セキュリティ ポリシーのページをご覧ください。

バグ修正

• アトラシアン サポートは問題の回避とバグレポートの作成を支援します。

• クリティカルなバグは基本的に次のメンテナンス リリースで修正されます。

• クリティカルではないバグへの対応予定はさまざまな点を考慮したうえで決定されます。

クリティカル プライオリティとは、"本番アプリケーションのダウンや大規模な障害により、ビジネスの収益が失われたり、正常な機能を使用できないスタッフが多数発生したりすること "と定義されています。これはセキュリティ問題も含みます。

For more detailed information, visit Atlassian Security Bug Fix Policy.

前提となる知識

Customers are responsible for administering their own apps. Atlassian Support will provide guidance on how to do this, but we will not be able to provide step by step maintenance and installation. If you require further assistance with this level of implementation, please consider the following resources:

• トレーニング

• Atlassian Cloud サービス

• アトラシアン パートナー

Unsupported issues

There are other channels for issues that we don’t support.

コミュニティ

The Atlassian Community is a great channel for discussions outside the bounds of the Atlassian Support offering. Below are some of the areas covered in the Atlassian Community.

パートナー

If you need additional help, contact one of our Atlassian Partners (our 3rd party value added resellers) who offer a wide range of professional services, training, customizations and paid support. 

サードパーティ アプリ

Atlassian apps interface with a variety of technologies. Front-end solutions like Web Servers (eg Apache HTTP Server), load balancers, single sign-on solutions (SSO), SSL certificates, and LDAP repositories add functionality that is often critical to functioning of our apps.

Atlassian will endeavour to provide documentation for integration with these third-party apps but does not provide support for third-party apps. We are unable to provide support when a failure in a third-party app occurs.

Third-party environments

Atlassian Server apps can be deployed in a variety of third-party public cloud environments such as Amazon Web Services (AWS), or Microsoft Azure. These environments can offer such services as dedicated image storage, caching mechanisms, load balancers, auto scaling, and network configuration which all add functionality that is often critical to the functioning of our apps.

Atlassian will endeavour to provide documentation for utilising these third-party environments and services but does not provide support for these third-party environments and services themselves. We are also unable to provide support when a failure in a third-party environment or service occurs.

We recommended consulting our documentation regarding the minimum resource sizing of third-party cloud environments and services running Atlassian apps as ample provisioning can guarantee the best customer experience. In cases where Atlassian has provided deployment templates for third-party cloud environments and services we will endeavor to troubleshoot the template is functioning as intended. If such templates are altered and used differently to those Atlassian has provided, Atlassian Support may not be able to provide support for these alterations.

Marketplace アプリ

Atlassian offers support for certain apps as explained in our Atlassian Supported Apps page. For unsupported apps, issues should be raised with the provider of the app. Each app's supported status is listed on its page in the Atlassian Marketplace. If you're doing development work, visit the Atlassian Developer Network.

カスタマイズと開発リクエスト

There are many ways to customize and extend our apps. We provide source access, APIs, remote interfaces, plugin frameworks, scripting languages, and tools that allow users to add or change CSS rules, HTML, and JavaScript real-time. However, our support for use of these customization options is limited.

If you're working to extend or customize our apps and encounter a problem, Atlassian support are happy to help document the problem and relay information to our development teams as follows:

1. アトラシアンのコードが意図したとおりに動作しているか確認する手助けを行い、不具合をレポートします。

2. カスタマイズの例をドキュメントで提供した場合、ドキュメントを常に最新の状態にするように努めます

3. カスタマイズの実装についての詳細な質問は developer network または パートナーをご利用ください。

デプロイ計画

Planning for rolling out our apps or capacity planning for large instances is better suited for professional services offerings than Atlassian Support. We refer this kind of activity to our partner network.

新しい機能リクエスト

詳細については、「新機能の実装ポリシー」をご参照ください。