Why can't I contact product support?

[Matt Hurt]

Hello,

My company has purchased a couple of licenses from Atlassian however, I need support on a technical issue for an upgrade I'm trying to perform.  However, when I navigate to the support request, I'm prompted to enter in the URL to our Confluence site which your system can't find.  This server is on a non-internet facing or closed network to where the intended effect is for your system to not find it.

I would really appreciate support reaching out to me for the issue that I'm having with a version upgrade 7.19 ---> 8.5.0

Thank you.

[Nic Brough -Adaptavist-]

Welcome to the Atlassian Community!

I think you may have tried to raise a request for support with Confluence Cloud.  That asks you for the URL of your site so that Atlassian can quickly identify which site it is.

The server/DC request will not ask for a URL, but your "Support entitlement number" or SEN.  There are instructions on the page for finding it if you don't know it.