Premier Support provides direct contact with experienced Atlassian support engineers who can identify the issues in an environment as quickly as possible. Specialists are in close contact with the main contact persons in the customer’s company in order to get to know the network and the environment.
Premier Support responds to mission-critical tickets within 30 minutes or two hours for non-critical requests. The critical fault management process involves stress-free global handovers and 24/7 escalations. This also includes assistance with scheduled interruptions and maintenance work to ensure that the company is well supported at all times.
If an operation requires an escalation to the Atlassian development team, Premier Support experts will ensure that it is prioritized in the escalation queue.