Customer support for 10 users sites to address issues that are platform related.

Question

Since Atlassian decided to completely remove customer support for 10 users accounts, issues that are related to the platform itself cannot be fixed until someone at Atlassian looks at the entry created in the community, if they ever see it. I have a couple of issues that I have not been able to address because of that.

* I cannot install apps in some instances as I get a "something went wrong, try again" generic error instead.
* I cannot remove unused Organizations or move an existing site to a different organization.

It would be great if Atlassian provides some better guidelines to help to address issues in these instances.

Any thoughts?

Andy Heinzer · Answer

Hi @Rodolfo Romero - Adaptavist

If I understand your concerns, there are free cloud sites that are not getting the support needed.  However our Atlassian Support Offerings for free plan sites are only offering support here in Community.

In regards to sites that are unable to install a new app from marketplace, while there can be several possible causes, the most common I have come across is in regards to the account having an outstanding unpaid balance.  When this happens, the site-admin might have insufficient information in the error to relate this as the cause. I have created an ecosystem bug in regards to this over in https://ecosystem.atlassian.net/browse/UPM-6100 as I feel that the error message needs to convey more information here for end users to understand what is happening.  When this is the actual cause, I recommend making sure that the billing contact has a valid and up to date payment method listed for their cloud site within the https://my.atlassian.com entry for that Cloud site.  In some cases, it might be necessary to create a ticket with our Customer Advocates team (CA).  Any user can do this by going to https://support.atlassian.com/contact and then choose the Billing, payments, and pricing option.  Even free users can create these kinds of support cases when they relate to billing concerns.

As for removing an unused organization: This is not something that is currently possible to do.  We do have a ticket to track this progress over in https://jira.atlassian.com/browse/ACCESS-81 which is currently listed as in progress.  In the meantime, I recommend renaming these unused organizations to help make it clearer that these are not in use.

But for moving all the subscriptions within an existing organization to another organization: This is something I expect that you should be able to accomplish, even if only on a free plan.

Could you let me know some more details about this inability to move to an existing organization to a new organization, such as the Cloud site in question?  If need be we can create a support case on your behalf.

Andy

Dirk Ronsmans · Answer

I feel like the best we can do is escalate this to the Atlassian engineers for you?

But I agree, it would be great if starter instances/free instances get some official support besides the community forum albeit at a much lower priority.