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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 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.
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
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).
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 :)