What is the average time for JIRA support to respond?

Question

Our JIRA account got suspended on the past Monday due to credit card on-file expired. The updating payment emails got into my junk folder over the last 2 or 3 weeks so I didn't notice it.

I've updated the payment info online 2 days ago, and opened a support ticket to get our JIRA account re-enabled. It's been 2 days and I haven't got any meaningful response. Other than the BOT updating the support ticket.

Anyone has similar experience? And how long did it take for Atlassian to respond?

Thank you.

Angélica Luz · Answer

Hello @David Zhang,

Thank you for reaching out to Atlassian Community!

Checking the details of the ticket, I can see that the issue was resolved and your site is active again.

I saw that you created a ticket with our support team, but since the issue was related to a deactivated site, it was moved to our customer advocates so they could check the payment details and reactivate it. Also, due to the high volume of requests, it took more time than expected for someone to see your ticket, but gladly everything was resolved :D

If there is anything else we can do to help regarding this matter, please let us know.

Kind regards,
Angélica

David Zhang_wlvgx6 · Answer

Just FYI, I got response from Atlassian support the Wednesday night US time which is roughly two work days after I submitted the original support ticket.

Ajay _view26_ · Answer

Hi @David Zhang

I have tagged the Atlassian support team