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Support for cloud migrations

During your server to cloud migration process, it’s important to us that our customers have access to Atlassian migration experts. We like to think of your migration as the biggest (and last) upgrade you’ll ever have to make. 

We know successfully planning and executing a move to cloud can be daunting, but we're here to help every step of the way.

Illustration of figures on different parts of a map. One is drawing a circle using a compass, one is tracing an outline.

This page covers:

Important changes to our server and Data Center products

We’ve ended sales for new server licenses, and will end support for server on February 2, 2024. We’re continuing our investment in Data Center with several key improvements. Learn what this means for you

Shared migration roles and responsibilities

We have experts in place to help you at every step of your migration, from assessment to getting up and running in cloud. Not every migration requires this level of support, but for an enterprise migration, your support journey may look something like the diagram below.

Diagram of each migration phase and Atlassian's respective roles and responsibilities.

As the diagram suggests, two of the primary roles you may work with are Cloud Migration Managers and Migration Support Engineers.

Atlassian Cloud Migration Managers

Cloud Migration Managers specialize in helping our customers plan and prepare for their migration to cloud. They can discuss your organization’s goals, help define success criteria, ensure you’re following best practices for success, and provide you with the right guidance to make the successful transition to cloud.

Atlassian Migration Support Engineers

We also offer dedicated technical support for migrators. Our Migration Support Engineers are there to help ensure you have a sound technical plan in place for your migration, user and group migration strategy, are able to migrate your data to cloud, and resolve any technical issues post-migration.

Shared responsibility matrix

To help further clarify who does what, we’ve listed some of the key players involved in a migration, along with who’s responsible for which tasks. The goal for this responsibility matrix is to give you an idea of which activities we can support, whether you may need the help of a Partner, and how you may engage with third-party app vendors.

The RACI framework

The RACI framework is similar to DACI, with a slight change in acronym.

Responsible - The team member that does the work to complete the task.

Accountable - The person who delegates work and provides final review on a task or deliverable before it’s deemed completed.

Consulted - People who provide input on a deliverable based on the impact on their work or their domain on the expertise.

Informed - People who need to be kept in the loop on the project progress.

Key:

R - Responsible, A - Accountable, C - Consulted, I - Informed

*Indicates additional support for enterprise migrations. These are defined as customers that will have 1,000 or more active users in cloud, or that are moving to a 1,000 user or higher annual cloud subscription.

** Indicates additional support for customers migrating 200 or more active users to cloud.

Project delivery

Project Tasks/Activity

Customer or Partner

Need help in identifying all the stakeholders? We recommend reviewing the Assemble your migration A-team blog to narrow down who needs to be involved.

Atlassian

App vendor

Explore

The first step to any migration is understanding your current landscape, and where you're headed.

Cloud products discovery

Compare cloud and server products and review differences. Check out our blog or this whitepaper and then dive in on the specifics for Jira, Jira Service Desk, Confluence and BitBucket.

R/A

C



Cloud features overview

R/A

C

C

Assess cloud pricing and compare plans

Assess cloud pricing and compare plans (Standard, Premium, Enterprise).

R/A

C



Ensure stakeholders are bought in and the decision-maker is on board.

R/A

C



Start your Cloud Migration Trial from atlassian.com/get-cloud

R/A

C



Assess

In this phase, you’ll evaluate if moving to cloud is right for you and learn what you can expect to change as a result.



Legal review

Engage your legal team to review our Cloud Terms of Service.

R/A/C





Security review

Engage your security team to review our Trust Center and CAIQ document.

R/A

C

C

TCO assessment

Understand the costs associated with your self-managed deployment, and see how cloud can help you reduce IT overhead and improve productivity.

The TCO calculated covers the following details: core products, marketplace apps, infrastructure, FTEs, Planned Downtime and costs associated with migration services and partner/consulting fees. 

Partners have access to an extensive TCO on the partner portal and customers have access to the Cloud savings calculator.

R/A

C*



Confirm the cloud product plan that fits your business

R/A

C

C

User Management

Understand user management differences in cloud and determine whether you’ll need Access in cloud.

R/A

C



Perform an app audit

Review this resource for step by step instructions on getting the best of it.

R/A

C/I

C

Prepare a cloud business case

It is recommended to build and present a strong business case, that will include: the TCO analysis, thought leadership content, value-oriented messaging, benefits but but also the risks identified for this project.

R/A

C



Plan

Now that you’ve decided to move, it’s time to figure out what steps you’ll need to take to get there and what your migration strategy should be.



Discovery kick-off call**

R/A

C*



Define the migration project scope

Assess the size and complexity of your data to migrate and what to migrate.

R/A

C/I



Cloud site setup

R/A

C/I



Confirm an app migration plan

Resources to help you kick off this step:

R/A

I

C

Define migration best practices, know limitations, things to consider based on specific use case.

R/A

C/I



Define data migration plan and Identify the best migration strategy (e.g. Lift and Shift vs. Phased approach)

R/A

C/I



Determine your user migration strategy

R/A

C/I



Review migration FAQs and planning guide.

R/A

C



Identify risks

Achieving the migration project goals depends on planning, preparation, results, and evaluation that contribute to achieving the strategic goals.

Risk identification is key in this project as it allows you to create a comprehensive understanding that can be leveraged to influence stakeholders and create better project decisions.

R/A

C



Setup Atlassian Access

Set up your organization, verify and claim your users’ accounts.

R/A

C



Prep

Get your people, data, and environments ready to migrate.



Change management

A big part of the overall migration process is user change management and onboarding. Make sure you put together all the resources in place for a successful end-user experience and get users started in cloud after migrating.

R/A/C/I





Server cleanup

Resource:

Clean up your server instance before migration

R/A/C/I





Server security review

R/A/C/I





Server upgrade*

*if needed, check the available resources to confirm the supported versions for the migration: Supported versions for Jira Cloud site import, Confluence Cloud Migration Assistant supported versions, and Supported versions for the Jira Cloud Migration Assistant.

R/A/C/I





Merging instances

R/A/C/I





Administrator training

R/A/C/I





Runbook prep & review

R/A

C/I

C

Test

Determine if the migration will work, how long it will take, and develop your production migration checklist.



Complete pre-migration checks for Jira and/or Confluence

R/A

C/I



Product user and data migration

R/A

C/I



App data migration

R/A



C

Conduct User Acceptance Testing

R/A





Share your test migration runbook with Atlassian support for review

R/A

C/I



Communicate your plan to end-users.

Publish known functional differences upfront in your internal support information to reduce the number of support calls and friction after migration. Check this resource to get you started.

R/A/C

I



Based on your testing, revise your migration runbook

R/A

C/I



Migrate

Data and users are moved to cloud and any issues resolved.



Weekend support*

*check the additional details on weekend support

R/A

R

C/I

*double check with app vendor on app availability

Product user and data migration

R/A

A

n/a

App data migration

R/A

I

C

Data validation and testing

R/A

C



Link remapping

Broken links are a common post-migration issue, part of the links can be fixed by Atlassian support team. Make sure to open a MOVE case for the team to check all types of links and confirm which ones can be fixed.

R/A

R/A*





Decide a Go/No Go

R/A/C

I



Launch

User communications

R/A/C

I



User onboarding and training



R/A/C

C/I



Post-launch

Schedule a migration retrospective**

Retrospectives allow Atlassian teams to capture and share learnings in order to identify areas for improvement and these sessions will be scheduled by the dedicated Cloud Migration Manager.

R/A/C/I

R/A




To better understand the overall migration process and where these roles fit in, check out the server to cloud migration guide


Atlassian cloud migration support scope

Understand what support services we offer for migrations and if you may benefit from Partner assistance. 

What we support

These are things that our team is able to help you (or your Atlassian Partner) with:

  • Answering product, pricing, billing, and licensing questions

  • Guidance on planning your migration

  • Guidance on choosing a migration strategy and tool

  • Guidance on the execution process and production runbook creation

  • Guidance on user and group migration

  • Guidance on Atlassian Access and SSO setup

  • Guidance on the creation of a server data export

  • Guidance on importing the server data export into cloud

  • Pre-scheduled support for weekend and holiday migrations

  • Support for technical issues during testing or production migration*

  • If you encounter a technical issue after following the documentation and using Atlassian migration tools, Atlassian Support may offer to execute the data migration on your behalf. They will create a migration runbook that has a specific list of steps needed to complete the migration, which can be used to execute another test or production migration.

What we don’t currently support

In general, our support team is there to guide you through migration and ensure you have the information you need to be successful. You, or the Partner you’re working with, will need to execute the recommendations with the guidance of our support team.

These are some of the things that you, or a Partner or App Vendor, are primarily responsible for:

  • App analysis*

  • App migration*

  • Upgrading a server instance

  • Merging multiple instances

  • Cleaning up your server instances pre-migration

  • User cleanup and merging duplicate accounts

  • Post-migration testing

  • Administrator training

  • Onboarding and training users

If you’re looking for migration services that fall outside of the scope of what we support, we recommend considering a Partner to help with your migration.

If you plan to migrate app data as part of your move to cloud, note that this requires working directly with the app vendor or in some cases a Partner (for example, where the app vendors themselves do not offer support).

Atlassian's migration support team can help advise on best practices but we do not currently support migrating app data – app vendors are the subject matter experts and are best positioned to support this. Learn more about migrating apps to cloud

Weekend support

For production migrations that occur over a weekend or holiday, we'll have support engineers available for pre-scheduled migration support.

We recommend you contact us one to two months before your intended migration date. After receiving your request, we'll ensure we have support available through the weekend as needed to help complete the migration. If you're still having trouble Monday morning with the migration, our normal support team will take over to help resolve any issues during that time.

Atlassian Support Offerings lists the hours of availability for support for each of our plans.

Additional support for enterprise migrations

For customers that will have a 1,000-user or higher cloud subscription, we offer additional support services to help you plan and execute your migration. This free service is part of our ongoing commitment to ensuring our customers succeed in cloud. 

To take full advantage and ensure you're on the right track, we recommend getting in touch early in your migration.

Support for Server Starter license and Cloud Free customers

While we typically offer only Community Support for customers on Server Starter licenses or Cloud Free plans, we recognize that you may run into technical challenges or questions during your migration that require contacting our support team.

Note that this extension of support applies only to your migration to cloud. Learn more about support services and eligibility

When to consider using a Partner

Depending on your team’s level of expertise, your migration complexity, and timeline, Atlassian Solution Partners are trained to help customers move to cloud successfully and with minimal disruption. 

We recommend working with a partner if you have a more complex migration, or need assistance executing on the guidance our support team provides.

Your migration might qualify if you:

  • have limited internal resources to help with this project

  • need help with things outside of the scope of Atlassian support, including User Acceptance Testing, server upgrades, or user training

  • need help with migration project management, planning, and execution

  • have a complex merging scenario

  • need to migrate five or more business-critical apps

  • have specific security and compliance needs

  • need to migrate over 1,000 users

To find a partner to help with your migration, get in touch.


How to contact migration support

To ensure customers have a successful migration, we offer a variety of support services throughout your migration. Take a moment to review them before getting in touch.

To get in touch with our cloud migration experts as quickly as possible, fill out a migration support ticket:

  1. Visit our support contact form. Make sure you're signed in using your cloud or server administrator account. 

  2. In the first dropdown menu, choose Migration support. This will ensure your ticket is routed directly to the migration support team.

  3. Fill out the additional fields with as much information as possible.

What to include

The more detail you provide, the better targeted guidance we can provide. Helpful information includes:

  • what stage in your migration you're at

  • which products you plan on migrating

  • which direction you're migrating to and from

  • any merging or consolidation you'll need to do

  • how many users you need to migrate

  • your overall timeline

More information and support

We have a number of channels available to help you with your migration.

Last modified on May 18, 2021
Cached at 3:44 PM on Aug 1, 2021 |

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