What are the SLA of Atlassian Support?

[Julien MER]

Hi,

I have a problem on my cloud and i have requested a support help.

From now, i have no answer from the support.

For information, i have paid the solution.

Could you explain me why?

Regards,

JM

[Julien MER]

@Karen Gregg , do you know why it is like that?

[Pedro Silva]

Hi @Julien MER 

You can find that information here:

Atlassian Service Level Agreement | Atlassian

Hope this help!

[Julien MER]

it means that they dont do the right job...

I have requsted a problem on my cloud and nobody has taken my issue in charge.

[Nic Brough -Adaptavist-]

What plan are you on (free, starter, standard, premium or enterprise)?  And what have you raised with Atlassian so far?  (If it's a support call in their Jira, feel free to give us the reference, but be aware that we will not be able to see it, it's just handy to have the link if we refer this conversation back up to Atlassian)

[Julien MER]

Enterprise ...

I paid the solution...

https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-661346

[Erica Moss]

It looks like this is being actively investigated by the team now. Thanks!

[Pedro Silva]

Glad to know ! @Community Manager