Jira Align Support - Severity Levels and Response Times Explained

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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

[Rae Gibbs]

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