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

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Jira Align Support - Severity Levels and Response Times Explained

When filing a ticket with Jira Align Support it may not always be clear which Severity level should be chosen and when a customer should expect to hear from the support team once the ticket is filed.  

The information below hopefully provide some clarity on this topic as well as set expectations on when a customer can expect to hear back from the support team. 

Severity Levels 

Below is a definition of what each severity level means when filing a ticket with Jira Align Support.  Whenever a ticket is filed with an Level 1 or Level 2 severity, it is helpful to provide the support team with a business impact statement to help the team understand the reasoning behind the higher severity:

  • Level 1: Production application down or major malfunction affecting business and high number of staff

  • Level 2: Serious degradation of application performance or functionality

  • Level 3: Application issue that has a moderate impact to the business

  • Level 4: Issue or question with limited business impact

Initial Response Times  

Atlassian will use commercially reasonable efforts to meet the target initial response time for the applicable severity level.  Below are the initial response times for Jira Align Standard and Premier Support offerings.  When filing a ticket with Jira Align support, please be mindful of the initial response times for each severity.  If for example, if a customer files a ticket and cannot wait two business days for a response from support, then the customer should consider filing the ticket at a Severity 3 or higher.  Once again, if an issue is filed at Severity 2 or higher, please make every effort to include an impact statement.  

If at all possible, please avoid Escalating a ticket as soon as it is created or before the Jira Align Support team has had a chance to respond within the allotted time frame.  While circumstances can and do change after a ticket has been filed, Escalations of this nature should be the exception rather than the norm.

Standard Support Response Times

Support Hours:  9am - 5pm Monday through Friday

  • Level 1 - 2 business hours
  • Level 2 - 6 business hours
  • Level 3 - 1 business day
  • Level 4 - 2 business days

Premier Support Response Times

Support Hours:  24 hours per day, Monday through Friday

  • Level 1 - 30 minutes
  • Level 2 - 2 hours
  • Level 3 - 8 hours
  • Level 4 - 24 hours


1 comment

Rae Gibbs Atlassian Team Apr 09, 2021

@Kent Baxley Thanks for continuing to contribute up until the last day!


Log in or Sign up to comment
Community showcase
Published in Jira Align

Helpful hints if you're rolling Align out to your entire enterprise

(Or, What to expect when you’re expanding.) Once you've completed your Jumpstart, or your initial assessment of Jira Align, you'll start to think about how you can roll it out to the rest of your e...

927 views 3 22
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you