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Anyone Using the Premier Support Offering?

Mirek

Customer is considering signing up for the Premier Support offering and asking if this would make a huge difference.

I’d love to hear about your experience with it—whether it's been worth the investment, how it compares in practice to the standard support options, and any particular features or benefits that stand out.

Is there anyone using it? If so, has Premier Support helped you really resolve critical issues faster? Are there any challenges or things you wish you had known before getting started?

Thank you!

Comments

James Yoon

Hello Mirek,

We do use Premier Support and I personally am a big fan. Unfortunately, I don't have experience with any other support tier so I can't provide any comparisons for you.

Just to give you some background, I am one of the administrators for my organization and did not have any experience prior. Being thrown in to the fire as they say, I have to give Premier Support a lot of credit because without their support, I would not be where I am today. With their guidance over the years, I can confidently say that I am a proficient administrator at the individual product and organization level.

I believe the main difference you get with support is expanded time coverage, escalation to more senior staff and faster response times.

I have dealt with a lot of vendor support teams but I want to say that Atlassian is top tier. Is that due to the Premier Support plan, I can't say but I can say that I am more than happy with Premier Support.

I hope this help and I would be more than happy to try to answer any other specific questions you may have.

Regards,
James

Tanya Christensen

Mirek,

I can second what James states above.

I am a former customer of Premier Support. The team I was on gained so much help from the support team over the years they effectively kept us up and running based on the guidance they provided. I now have the privilege of supporting many Premier Support clients through Atlassian Advisory Services. These clients depend significantly on the expertise offered by senior Atlassian support technicians.

One other great part of Premier Support (often simply referred to as PS) is that you can submit your support zips for a deep analysis. These are called Health Checks.

Health Checks can be requested up to quarterly on installed products in production, QA, and staging environments to help prevent outages and ensure best practices are followed. During a health check our team will look for known issues with configurations, compatibility, driver versions, performance conditions, memory settings, and other improvements. Health Checks can be very helpful as a preventive tool for production outages and slowdowns as well as during system upgrades to ensure success.

When creating the ticket, please state that you'd like us to perform a health check, and attach your support zip files, one from each node if you're using a Data Center product.

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Also, if you haven't seen this page it's quite informative. Providing Effective Data to Atlassian Support for Faster Issue Resolution

Kind Regards,

Tanya

Sr. Enterprise Solutions Strategist | Atlassian, Advisory Services

Thiago P _Atlassian Support_

Former Premier Support Engineer here, so please take my view with a grain of salt.

I was part of the Confluence PS Team for ~3 years and IMHO purchasing Premier Support should be a no-brainer.

Here's some things to consider on top of Premier Support Offering Details:

It only costs USD$: 39,500/year to cover most products (price hasn't changed for years), which is very reasonable if compared to industry standards
Fixing Bugs and implementing Suggestions can be heavily influenced by PS customers, and I've noticed multiple cases first hand - don't expect everything to be fixed, though
PS basically works with less ticket volume per Engineer if compared to regular support, but both staff are equally competent and skilled - with more time in hands, deeper technical investigations can be done on a regular basis
The selection process is very challenging in both technical and non-technical aspects, such as "soft skills" and alignment with company values - on average, only 1-2 out of 10 people referred will get an offer letter, and about 1 out of 50 coming from direct applications
My former colleagues are among the best technical staff I ever worked with, carrying at least 5-10 years of experience in Support roles - they are also amazing people overall
Atlassian has a great company culture that lives up to their values, ranking high on GPTW every year and translating to happy employees willing to provide the best possible customer experience

Hope you hear back from more customers.

James Yoon

I am fairly certain I have had the honor of working with Thiago and his excellent team.

Your bullets now make it so much clearer how that level of quality output is possible.

Hope you are well and can't wait to work with you again!

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