Need to support a Jira Instance with 10k Users. Do we have any guidance on support team size (No. of Support Engineers)? If service window is 8x5 - business hours during weekdays (Monday to Friday). Pls. suggest.
Hey @Vinay Sharma
I would suggest that you take a quiz powered by atlassian
Here is the url : https://www.atlassian.com/enterprise/dc-or-cloud#quiz&step=0
Hope it helps
Thanks Joel. I'm aware of Jira Data Center and Jira Cloud (Atlassian Cloud) and have been using these products including Jira Align.
We need to use Jira Server only, exploring if any guidance / best practice can be referred on number of Support Engineers vis-a'-vis number of Users.
Sorry, I was not able to help
if possible you should go ahead and make a support ticket:
url = https://support.atlassian.com/contact/
or contact Atlassian itself : https://www.atlassian.com/company/contact
Vinay,
There are a lot of variables that would go into giving a good answer so number of users to support engineers could vary widely depending on responsibility and usage. Can you provide a little more detail?
1. Will they be customer facing responsible for project creation, issue resolution, training, etc...
2. Will they be back end doing upgrades, server patching, etc...
3. How many projects in the instance?
4. How many add-ons?
5. Are there any integrations with other tools?
6. Expected time to resolution for minor vs major issues?
Obviously this doesn't cover everything but would be a good start to provide you an estimate.
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