Atlassian Government Cloud Support details

Dedicated support for Atlassian Government Cloud is available Monday - Friday 8 AM - 5 PM in your timezone. To create a support issue, log in to contact support.

Currently, the team responsible for responding to support requests is located in the United States.

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.