When did Atlasssian start charging extra for phone support?

When I began using Atlassian a decade ago, they started out with legendary support.  Now, for the same price, you get mediocre support.  You only get legendary support with an up-charge?

And what happened to the old forums?  "Answers" is weird.

(we had a critical production failure today where I actually needed level 1 Atlasssian support for the first time that I can remember, and I couldn't even find a phone number to call, so I am a little irritated at the moment.)

-Grumpy old man

3 answers

1 accepted

This widget could not be displayed.

Hi Eric,

Sorry to know that you had problem with Atlassian application and with support somehow.
We do not extra charge you for a phone call support. What happens is that phone is not our first channel of communication with our customers. But I assure you that if you open a ticket against us saying that your instance is down and set is as Level 1 (see our support offerings page) we will get back to you promptly. And I say more, if you ask for a phone call if you feel more comfortable with that we will call you right away. We are here to ensure that our customers have an awesome experience with Atlassian products, and if something goes wrong we are dedicated to give an even better support. If we failed with you in the past I'm really sorry for that. Trust me, legendary support is our daily goal.
Regarding your issue, was it resolved? Is there anything we can help you at the moment? Please let us know.

Thiago Zandoná
Atlassian Confluence/Crowd Support

Thank you for your response.  I think I mistakenly thought that the phone number that was in the upper right hand corner of your website for many years (it is no longer there) was a support phone number.

I managed to have our Jira instance accessible before the support team was able to get back to me.  It was unavailable for about an hour.

This widget could not be displayed.

You got me on the word "legendary"

This widget could not be displayed.

"Answers" is weird. It grows on you. The fact you don't have a support number taped to your monitor is some kind of compliment for Atlassian I guess

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted yesterday in Statuspage

What are your best incident management tips and stories? #HugOps

 👋Community members! Downtime happens. And great incident response takes a village. Teams like Support, Dev, SRE, Ops, IT, and Marketing have to come together to resolve the problem while keep...

37 views 2 3
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