How long does automation limit reset evaluation typically take?

Question

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Category: Jira Cloud / Automation

Hi everyone,

I'm currently dealing with a critical situation where an automation rule malfunction caused our monthly execution limit to be exceeded (~80k executions in 16 hours due to an infinite loop).

I opened a support ticket (CA-4067730) requesting an evaluation for a counter reset/waiver given that:

* This was a configuration error, not normal usage
* First time this has happened in our account
* The faulty rule is now disabled
* Our business operations are completely blocked without automation capabilities

The support agent transferred my ticket to the "automation limits team" for evaluation over 3 hours ago, but I haven't received any update yet.

My questions for the community:

* Has anyone gone through a similar automation limit reset request?
* How long did the evaluation process take in your case?
* Were you able to get a reset/waiver approved, or is this typically denied?
* Is there anything I can do to expedite the process?

I understand these things take time, but our entire revenue operation depends on automations being functional, so I'm trying to get a realistic expectation of the timeline.

Any insights from those who've been through this would be greatly appreciated!

Thanks in advance,
Felipe

Walter Buggenhout · Accepted Answer

Hi @Felipe Siqueira,

You can find Atlassian's official response time SLA's in this support article. You will see these are linked to your subscription plan as well as to the impact / severity level you raised the issue with (Atlassian does review this and adjust if they don't agree).

Hope this helps!

Joseph Chung Yin · Accepted Answer

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Sorry to hear about your situation.  My understanding/experiences from our end was always within one day based on the support case severity level .  In your situation, since it is a production critical, I would recommend you to update the ask to the highest severity level and escalate the ask with Atlassian Support team.

Our high priority asks were always addressed in a timely matters.

Best, Joseph

Arkadiusz Wroblewski · Accepted Answer

Hello @Felipe Siqueira

Then maybe I can chime in here and add to what my colleague already said.

As a Premium user, you should have access to a sandbox. I am saying this from my own experience, and I learned it the painful way as well.

If an automation could have a bigger impact, test it in the sandbox first. It can save you a lot of stress and sweat in the production system.

Besides that, malfunction or unexpected behavior are something what you can't always ”Overjump" in productive System. We all been there.