Support doesn't reply

[Vivant Admin]

Hello,

We have an urgent request, but Atlassian support doesn't reply. How can we push the support to take a look?

The ticket MOVE-1751896

Regards, Sergey

[Andy Heinzer]

Hi @Vivant Admin 

I can see that support ticket has been updated already.  Our support team has responded within the response time frame laid out in our support offerings.  If you need more urgent help, the customer portal typically has an escalation link you can click in order to raise the urgency of your request.

[Vivant Admin]

Hello, Andy,

Thank you for your answer. We also have another ticket (under my colleague's account)

CA-2955521

It's ignored since May 3rd and there is no escalation link.

[Andy Heinzer]

@Vivant Admin Sorry for the delay.  I reached out to my customer advocate team, and someone as responded to that request today.  Unfortunately, that team has been under a higher than expected load recently.

[Vivant Admin]

Hello, Andy,

The team has reached us, thank you for your help!