Support Agreement

Question

We are in the process of buying JIRA.

Our management want to know details of the support agreement then, can any one send me the details of it, and does it include customization ..etc

Regards,

Ellen Feaheny [ · Answer

Hi @wajdhaikai

In agreement of, and to add to Nic's comments...

Support can mean alot of things.

* Here's the doc to share with your manager on what Atlassian support (or your purchased license) covers:

http://confluence.atlassian.com/display/Support/How+to+Get+Legendary+Support+from+Atlassian

* If you want 24x7 managed hosting inclusive of many admin support aspects of a licensed JIRA, there is that. In short, "mission critical keep your systems up, stable, current, and running" support!

* We also craft customization support agreements for our customers, as needed. These are tailor made - and can start and stop, flexibly - per need.

* We also provide reseller licensing support - for Atlassian or 3rd party plugins, so one-stop shopping - which is alot easier then shopping all over the place. Especially when vendor approvals are required for each. This way, only need one PO point.

I can explain more on any of these and what all they entail if you write me..

Best,

Ellen
ellen at appfusions dot com

Nic Brough -Adaptavist- · Answer

I'm assuming you aren't talking about OnDemand here:

The licensing details can be found at http://www.atlassian.com/licensing/purchase-licensing  Look specifically for the "legendary support" bit - that will lead you to a page on what you can expect for support.

Customisation is up to you, it's your system.  People like me are part or full time Jira administrators for our clients/employers, as Atlassian don't do customisation.  There are partner organisations which will provide services too.