Support Emails going unanswered

[Deleted user]

Hi,

How do I get Atlassian/Confluence Support to answer my emails?

Twice now I've left emails to Confluence Support with issues I've been having. They're supposed to respond to a level 4 ticket within 2 business days. I sent them on Friday, it is now Wednesday and still nothing. 

Is there a phone number I can call?

I just need some basic communication.

Thanks.

[Nic Brough -Adaptavist-]

Welcome to the Atlassian Community!

You've not told us what level of account you are on (which might be important because most levels don't have email or telephone support)

Did you raise the issue at https://support.atlassian.com/contact ?  Even when there's telephone support, they'll need a record there to get the conversation started.

[Deleted user]

Hi Nic,

I'm using Confluence Cloud Standard.

Yes that form is how I sent the emails. I can't seem to find the ticket numbers, but are you able to see the email address attached to my account? They're from that email.

I also have some other questions, but it might be easier to do a phone/Teams call if possible? Or does my company account need to be upgraded?

Cheers

[Nic Brough -Adaptavist-]

Hi James,

I'm not an Atlassian, just a Community member (an old one, admittedly), I've got no more access to the support systems than your do!

Your support request should have emailed you a reference at least.  If Atlassian support thinks it is worth a call of some sort, you can expect a comment and email about it on your issue.

[Deleted user]

Hi Nic,

I've just had another look, and yes I've found the reference numbers.

They should have contacted me by now though, don't you think? Do any Atlassian support people read these posts, or is it just the community? 

If they don't think it's worth it, do they just ignore it?

[Nic Brough -Adaptavist-]

They'll respond on the issue when they've got something useful to say.

At the moment, they're having a major incident, so support staff are trying to fix things for everyone, and lower level support calls are not a priority (especially as they're getting a lot related to the incident).  Follow it at https://status.atlassian.com and then expect a response soon after they've got back on track.

[James]

Ok, I'll wait and see what happens after that.

Thanks for your help.