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The Atlassian Community can help you and your team get more value out of Atlassian products and practices.
I am wondering if other's, under the Premium plan get horrible support from Atlassian like we do.
They write 24/7 support, but offer no phone numbers to call, no direct e-mail of an account manager, and answer tickets after 11 hours on average. You cannot even escalate. Completely at their mercy.
Thanks, this SLA only mentions service uptime.
Maybe I should switch to standard so I can get faster replies...
I feel your pain. You might open a case to discuss your concerns. I think it is important to share your feedback.
I just found more details here - support-services-cloud . If you have data supporting breaches then that would be good to backup your feedback.
Finally, if there is an issue the Community might be able to assist with please do post the questions there. Like many support forums, I think the response time is often better than the official product support, but maybe not the answers. ;-)