Priority Support is a global team of Senior Support Engineers and Enterprise Managers committed to delivering higher SLAs, faster triage, and faster resolutions, for our customer's mission-critical Atlassian applications.

If you have additional questions please contact us at sales@atlassian.com

サポート対象を柔軟に決定

Priority Support is bundled with the following Data Center products:

• Jira Software
• Jira Service Management
• Confluence
• Crowd
• Bitbucket, for licenses with 251 or more users
• Bamboo, for licenses with 100 or more remote agents 

It can also be purchased separately for products in which the service is not automatically bundled. Add Priority Support to your mission-critical Atlassian applications and ensure your systems are running smoothly.

クリティカルな L1 / L2 の課題をアドバンス チームが担当

All Priority Support customer requests are routed directly to experienced Priority Support engineers from the minute the ticket is created during the business week (24x5). This eliminates time normally required in Select support for the initial bounce, basic triage steps, environment questions, and internal escalation processes to get up to a more senior individual. In addition, the Priority Support engineers have large-scale experience and advanced training beyond the standard support teams to better and more quickly service your more complex and critical needs. During local holidays and weekends when the Priority Support team is not available, Priority Support customer requests are handled by the Select support team providing for weekend and holiday coverage that is not available to Select customers.

画面共有や電話会議

重大な問題が発生した際に時間の削減や詳細情報の確実な共有によって問題を素早く解決するため、電話、画面共有、チーム ミーティングを活用します。

アカウントのオンボーディングおよび導入

Priority サポートの購入後、Priority サポート チームによってオンボーディング プロセスが提供されます。ここでは次のことを行います。

• On-boarding email - This email will detail the Priority Support offering, our SLAs, priority definitions and examples, best practices, and initial environment recommendations to expedite future support requests.
• 既存の課題の確認 - 既存の問題について確認し、現在のサポート ケースの優先付けを行い、安定性やパフォーマンスの向上に向けての戦略を構築して、チーム間のやり取りを支援します。この間に、既存の L1/L 2 のサポート チケットが Priority サポートに転送されます。
• お電話での対応手順の確認 - L 1 の重大な問題が発生した際にお住まいの地域でご利用いただける、Priority サポート チームの電話番号を発行します。お住まいの地域の営業時間外にこの番号に発信した場合、その時点でオンラインである他拠点のいずれかのオフィスの Priority サポート チームに自動的に転送されます。

クリティカルな問題をグローバル拠点間でウォーム ハンドオフ (双方のエンジニアがオンラインな状態で引き継ぎ)

To maintain urgency and efficiency when critical issues are transitioned between global offices the Priority Support team performs warm handoffs during the business week between our offices.  The warm handoff process creates overlap between regional teams handling a customer's issues. The process and workflows ensure that the new team taking over the issue has time to review past findings and next actions before the initial team goes offline. This same warm handoff process is followed when transitioning critical issues to the team that covers weekends.

ミッションクリティカルな問題の対象範囲

Priority Support is a quick response team that aims to resolve your high priority issues in the fastest time possible. We're here to help you keep your Atlassian mission-critical applications up and running so your teams can go out there and save the world (or all the other amazing things you are doing). We are a team of senior support engineers spread throughout the globe, eager to provide the assistance and guidance you need. With Priority Support, all production impacting L1 issues will be handled 24/7, and all production impacting L2 issues will be handled 24 hours a day during weekdays. All other issues will be handled 9-to-5 in region. 

週末および電話サポートの対象範囲

Weekend & Phone support is available for your most critical L1 issues. Select and Priority Support engineers are online over the weekend to ensure coverage whenever your business requires it. Weekends start from 5pm US Pacific timezone (UTC-8 & UTC-7 DST) until Monday 10am Australian Eastern timezone (UTC+10 & UTC+11 DST). Our ability to leverage worldwide offices allows us to shorten weekend hours from 64 hours down to 48 hours, at which time Priority Support resources are back online and ready to serve. During the weekends, phone support is available by requesting a call back in an existing support request.

重大度に応じた応答時間

応答時間は、問題の重大度に基づいて決定されます。

		プライオリティ サポート
デプロイメント オプション		Production Instances
自己解決用リソース
コミュニティ サポート
サポート ポータル
Initial Response Times	本番アプリケーションの停止 (L1)	1 時間
	深刻な機能障害 (L2)	2 時間
	中程度の機能不具合 (L3)	1 営業日
	限定的な影響のある不具合 (L4)	2 営業日
サポート チーム4		Senior Support Team
電話サポート		L1 チケットのみ
サポート資格		Priority サポートに関連するサイト管理者
対象製品		Jira Software, Jira Service Management, Jira Core, Confluence, Fisheye, Crucible, Bamboo, Bitbucket, Crowd