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Disappointed with service

Up to this point I had no issue with altasian however when I found out they are charging me by default for 2 confluence instances I was rather angry, I tried to contact support and it is taking 4 days now to resolve issue, customer representative is answering in 9-10 h time slots with generic answers. There is no direct contact - for such a big company such a dramatically basic support is not acceptable. 

2 comments

I feel your pain. Their Contact Form method is lacking options and you can't contact them directly by phone. The form alone doens't have a category for generic feedback or questions so I select the wrong option to reach out to their company.

On the odd occasian I've been told I can use this community platform to get my questions answered. That is fine but the trouble is, I've been given some really bad answers from inexperienced customers which has made things worse. I don't always get a reply either. It is also importact for us to contact Atlassian directly as we don't wish to share certain information with public.

We've also been told we can contact their partners which we do not want to do. Our contract is with Atlassian, so it is important for us to keep our contact direct.

When using their contact form, it can take 24 hours to get a reply for them to ask even more questions. So now what has taken 48 hours to possibly resolve an issue, could have been done with a quick 10 minute call.  

We like using Atlassian, it is a very powerful tool and it contains fantastic features, but the support side is something we have always wished could be improved.

Like Rafał Golan likes this

I used this space only because I hope someone from Altasian will see that ... level of their support is really low. They are not customer centric company ... which can bring them down .. 

They suspended my confluence because of their mistake and it took me 28h to have it working again ... they suspend it without any warning .. I am thinking if I should use confluence as our main collaboration tool. 

Petr Vaníček Community Leader Apr 04, 2019

Hi,

I just want put little bit info. Atlassian is offering several levels of support. You can check this on linked KB article below.

https://confluence.atlassian.com/support/atlassian-support-offerings-193299636.html

So if you want phone support you have option for that - as you can see you can have your own dedicated senior specialist or at least phone support for L1 incidents.

Or as you mention you can ask

  • one of Atlassian Solution Partners in your country and ask them for service agreement with better SLA's and usually with better price than Atlassian. 
  • or ask here (usually you don't need insert any secret information and no one (I hope) ask for them publicly) where are not only Atlassian customers but also employees of Atlassian Solution Partner companies (like me) 

So it's true, you are paying to Atlassian for support by your maintenance of licenses, but in advance you know what you can expect (based on table in linked KB).

Like Jonathan Smith likes this
Jonathan Smith Community Leader Apr 05, 2019

Everyone who is not paying for premier support feels your pain. 

Just know, the first true outage will cause your business to re-evaluate premier support :)

- Jonathan

Like Petr Vaníček likes this

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