I am looking for documentation on the Support that Atlassian offers. I see the initial response SLAs on the Support Offerings site: https://confluence.atlassian.com/display/Support/Atlassian+Support+Offerings
Does Atlassian only track initial response - or does the SLA calculator track other milestones during the support process?
The SLA refers not just to the initial response, but for the entire timelife of the issue. For example if you open an L1 issue the first response must be within 1 hour, if you them respond to the assignee, he/she will have another one hour to respond you.
In other words the SLAs will be active every time an issue is on Atlassian's side.
Hope this helps.
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