Does anyone have any experience with Atlassian resolving marketplace issues?

[Edward Moxley]

We've created a new instance and performed a data transfer of various Jira and Confluence projects. After that was done, I tried to install the same marketplace apps we had on the previous instance. Free apps worked, but "trial" apps did not and present the following error:

We ran into a little trouble

Unfortunately, we’re unable to process your request. Please retry again in some time.

I raised an issue with Atlassian on February 5th. 2 weeks later they told me that there is an 80 hour SLA with their billing team starting from that date. That was March 3rd. So far there has been no progress.

My question is does anyone have any experience with "billing" support, and if so, how long did it take to get a resolution. This has become seriously business impacting and upper management wants to know when it will be resolved. Right now, the response I get from Atlassian is either to try and create a new instance and transfer all data to that one to see if it works or wait until "they get to it".

I'm wondering if anyone has had any experience with that support team and how long did it take to get a resolution from them.

[Aron Gombas _Midori_ · Accepted solution]

@Edward Moxley

Here is a few ideas you can do to accelerate this, depending on your subscription:

1. If your organization has a dedicated Atlassian account manager or partner, contact them directly and ask them to escalate internally.
2. If you are on a Premium or Enterprise plan, you should have access to higher-priority support. Make sure your support request reflects this.
3. On your existing support ticket, reply and explicitly state the business impact in concrete terms — affected number of users, blocked workflows, financial impact if applicable. Ask for an escalation to a support manager. Use the word "escalation" clearly.

[Edward Moxley]

Thank you...

I agree with what you said. Since we're on a premium plan, we should be getting a higher level of support. How would I know if we have a dedicated account manager?

Also, "escalating" my case has been a weekly task. I do receive a reply, but so far, that hasn't helped. The last comment from Atlassian was that the issue was raised to the "C-Suite".

All good suggestions.

Thank you.

[Benjamin]

HI @Edward Moxley ,

I've been working with Atlassian Support for many years ranging from technical to billing. They are fairly prompt to respond. Usually, within a day. If it's a very technical issue, it may take a few days. Sometimes, if it feels a bit long, I just message again and I would get pulse reading on what's the current progress. Whatever the case maybe, they will support you until the case is indeed closed.

For a quick test, what if you spun a new instance and install the trials first..would you encounter the same result? If this doesn't work, it will save you time from copying data over. If it does work, you can move on forward. 

-Ben

[Edward Moxley]

I agree. Atlassian has been extremely responsive and helpful with our migration especially with regards to migrating users. That's why I'm a bit perplexed by the amount of time it's taking to get some progress on this one.

They also suggested creating another instance and attempting to install new apps. However, if that works, then we have an entire migration process which will include downtime, which we can't afford.