Support Emails going unanswered

Question

Hi,

How do I get Atlassian/Confluence Support to answer my emails?

Twice now I've left emails to Confluence Support with issues I've been having. They're supposed to respond to a level 4 ticket within 2 business days. I sent them on Friday, it is now Wednesday and still nothing.

Is there a phone number I can call?

I just need some basic communication.

Thanks.

James_nzkhd3 · Answer

Ok, I'll wait and see what happens after that.

Thanks for your help.

Nic Brough -Adaptavist- · Answer

They'll respond on the issue when they've got something useful to say.

At the moment, they're having a major incident, so support staff are trying to fix things for everyone, and lower level support calls are not a priority (especially as they're getting a lot related to the incident).  Follow it at https://status.atlassian.com and then expect a response soon after they've got back on track.

unknown · Answer

Hi Nic,

I've just had another look, and yes I've found the reference numbers.

They should have contacted me by now though, don't you think? Do any Atlassian support people read these posts, or is it just the community?

If they don't think it's worth it, do they just ignore it?