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.

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, the Netherlands, 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 access to Atlassian Government Cloud will be able to gain access to the data to troubleshoot and provide support.

Atlassian has strict access control to and from our Atlassian Government Cloud. Only employees that 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.

How do you ensure data does not leave Atlassian Government Cloud?

Atlassian Support team members that work within the Atlassian Government Cloud environment are unable to send, transmit, or “egress” data from the environment. This includes but is not limited to the ability to copy/paste, screenshot, or use any other tools that extract data.

What about other Atlassian teams outside of customer support?

All Atlassian teams are required to adhere to same access procedures and operate within restricted environments when handling customer data. If Support needs to escalate an issue to another team, they will gather all relevant information and escalate the request to an authorized engineer. During an escalation, data remains securely within the boundaries of Atlassian Government Cloud environment.

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

Governing terms

Support is subject to the Atlassian Customer Agreement or other applicable terms.

Support includes

• Updates for Software Apps during the applicable Subscription Term

• Incident Support - Identifying and troubleshooting problems in the system

• Root cause analysis

• Assistance with issues during installation

• Assistance with issues during upgrades

• Identifying and creating needed bug reports

• Guidance around implementation and configuration

• 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

  • For community-based development support, post these questions on Atlassian Community

  • If a bug in the Atlassian development API is believed to be the root cause, you must provide sample code that demonstrates the problem and can be replicated

• Third-party application integrations or third-party apps

• Support for end-users

• App training

• Professional Services

  • System & Performance tuning

  • Deployment & Capacity Planning

  • Installation & Upgrade Services

  • Search or Ask in Atlassian Community for this type of assistance

  • 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 Software, based on availability.

Supported platforms

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:

Support limitation on Docker

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.

Support limitation on Kubernetes

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.

Read our Kubernetes support disclaimer and more about what we support and what we don’t.

Security issues

Read our Security Policies page for information about Atlassian's approach to handling security issues.

Bug fixes

• Atlassian Support will help with workarounds and bug reporting

• Critical bugs will generally be fixed in the next maintenance release

• Non critical bugs will be scheduled according to a variety of considerations

Critical priority is defined as "production application down or major malfunction causing business revenue loss or high numbers of staff unable to perform their normal functions." This includes security issues.

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

Knowledge prerequisites

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:

• Training

• Atlassian Cloud Services

• Atlassian Partners

Unsupported issues

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

Community

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.

Partners

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. 

Third-party apps

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 apps

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.

Customization and Development Requests

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. We can help you verify whether our code is working as intended and document any bugs.

2. If we provide examples of how to make customizations in our documentation, we will work to make sure that documentation is up-to-date.

3. For in-depth questions about implementing customizations, we will refer customers to our developer network or partner network.

Deployment Planning Activity

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.

New Feature Requests

See Implementation of New Features Policy for a detailed discussion.