Atlassian Support - Does it exist?

Question

Hi there -

I have been trying to get support for Jira/FishEye (server installation) and i got nothing so far. I'm paying maintenance support every year, which I though there should be some dedicated support?

So far, I tried to get support starting from my Atlassian account, and I lways get redirected to the community. I have asked my questions there, with one answer and never a follow up.

I have also submitted questions within FishEye but never got an answer back.

It has been a terrible experience.

No phone number anywhere either.

Does Atlassian Support exist? What's going on?

Christos Christodoulou · Answer

@Mikael Sandberg - Yes, it is the 10 user license. I was not aware of such change. It would have been helpful if this information was available when renewing the support or within the application. It is a significant policy update.

Nic Brough -Adaptavist- · Answer

Bother, can't +1 comments!

Mikael Sandberg · Answer

How many licenses do you have? If you are being redirected to Atlassian Community I assume you are on a 10 user license. Atlassian changed their support policy a couple of months ago, We’re updating our support offering for server starter (10-user) licenses.

You should also checkout Some reasons, why you don't get an answer - and how to avoid them to make sure you include enough information. Atlassian has a small support team that is monitoring the community, but most of us on here are customers/partners.