What is Premier Support?
We created the Premier Support program to provide enterprise-grade support to our customers who want more from the support team than general application usage.
Premier Support provides:
- Account-wide coverage - Support for your whole organization which includes all of your Atlassian applications through 3 named contacts you specify
- A dedicated team of Senior Support Engineers
- Onboarding process where the Premier Support team gets to know your environment
- Ticket Priority and Enhanced SLA's - As fast as 30-minute response time for Level 1 tickets documentation on what's included and response times
- Weekend coverage for Level 1 tickets
- Warm Global handoffs from engineer to engineer - Engineers will hand off your ticket until it is resolved, round the clock, around the world
- Formal post-incident reports
- Priority with development teams for complex support cases that require consultation with developers
Pricing: $39,500 per year covering all Atlassian products for 3 named contacts in your organization. See the Premier Support datasheet for more information.
When you raise a request, the Premier Support team already knows the answers to the questions you would ask for (about your licenses, environment, etc.) and you would be talking to a senior support engineer whom you wanted to talk.