How do I reachout to Jira customer service agent?

[Deleted user]

I am writing to inquire about upgrading our current Jira plan to the Premium version. Could you please provide detailed information on the benefits of the Premium version for a firm that has 1-50 employees, the steps required for the upgrade, and any associated costs?

Additionally, we have experienced a loss of Jira tickets on our current free plan. We would like to understand the process for recovering these lost tickets and ensure that we have full access to them once we transition to the Premium version.

I would like to reach out to the relevant team. Please help me with the customer service number. 

[Trudy Claspill]

Hello @[deleted] 

First, can you confirm that your inquiry is about the Jira Service Management product vs. the Jira product?

You can upgrade your plan at any time by going to the Billing area for your Organization at https://admin.atlassian.com and using the Manage Subscription option.

https://support.atlassian.com/subscriptions-and-billing/docs/manage-your-bill-for-standard-and-premium-plans/

Regarding the pricing for Jira Service Management, you can refer to this page:

https://www.atlassian.com/software/jira/service-management/pricing

If your inquiry is about the Jira product, you can find that pricing information here:

https://www.atlassian.com/software/jira/pricing

Those pages also provide feature comparisons below the pricing information.

If you want to contact the Billing, Pricing, Licensing team you can do that through this page:

https://www.atlassian.com/company/contact/purchasing-licensing#/

There is no customer support telephone number. Customer support is handled through a customer portal where clients on paid subscriptions can open support cases.

Regarding your "loss of Jira tickets", more information is needed. What is the scope of the loss? Are individual issues missing or entire projects? 

In a Free subscription all licensed users of the Jira or JSM product have project administrator access. That would give them the ability to delete issues.

Organization Admins can grant users Jira Administration access, which would enable users with that access to delete entire projects.

If the data has actually been deleted, then it cannot be recovered.

What steps have you taken to try to find the missing tickets, to determine if they have truly been deleted?

If your site was inactive for 120 days then your product subscription could've been suspended. Warning messages would've been sent to the Technical and Billing contacts for your product as the product remained inactive during that 120 day period. If the subscription was not reactivated after that within a specified period of time, then the data would've been permanently deleted by Atlassian, as outlined in this document.

https://support.atlassian.com/security-and-access-policies/docs/track-storage-and-move-data-across-products/#Data-retention-period