Does Atlassian have a Standard Support Agreement?

Hi all,

I am looking for documentation on the Support that Atlassian offers. I see the initial response SLAs on the Support Offerings site:

Does Atlassian only track initial response - or does the SLA calculator track other milestones during the support process?



1 answer

1 accepted

Hey Jeremy.

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.

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Posted 12 hours ago in Jira

We want to know what Jira Service Desk apps you're using!

Hi Community! My name is Amir and I’m on the Jira Service Desk product marketing team at Atlassian. Our team would love to understand how you’re leveraging our ecosystem for Jira Service Desk. Wha...

35 views 0 5
Join discussion

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you