Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

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. 


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
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Apr 04, 2019


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

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
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
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


Log in or Sign up to comment
AUG Leaders

Atlassian Community Events