Enterprise Support

Focus on what you do best. We'll take care of the rest.

Atlassian Enterprise Support by ServiceRocket is like hiring a team of administrators who
are on call for your team.

How we support your business

Drive Adoption

Support your teams by:

Ensuring your Atlassian tools quickly adapt after launch to meet unanticipated requirements.
Having someone available anytime to answer questions.
Providing expert troubleshooting.

Minimize Risks

Be confident:

You always have someone available to help.
We regularly upgrade your Atlassian tools to supported versions.
You receive security patches.
Your tools use best practices to maximize availability and performance.

Maximize Productivity

Drive maximum value by:

Continuously optimizing your system without you wasting time on it.
Scaling up or down your amount of administration.
Providing tools configured to match your workflow rather than forcing you to change the way you work.

Congratulations!
You just hired your Jira Administrator.

Atlassian Enterprise Support by ServiceRocket is like hiring a team of administrators who are on call for your team.

Business Hours

North America ● 9 AM - 6 PM (PST) ● 9 AM - 6 PM (EST)
Latin America (LATAM) ● 9 AM - 6 PM
Europe, Middle East, Africa (EMEA) ● 9 AM - 6 PM (CET)
Asia Pacific & Australia (APAC) ● 9 AM -6 PM (AEDT)

Core Qualifications

Jira Core and Jira Software
Jira Service Desk
Confluence
Bitbucket/Stash
Bamboo
Fisheye and Crucible

Atlassian Platinum Solutions Partner

Atlassian Training Partner

Atlassian Corporate Reseller

Experience

Manage users and groups, including adding, modifying, deactivating users, permission management.
Manage Confluence spaces and Jira projects.
Install, troubleshoot, add, and restart necessary applications.
Implement customizations not requiring major development.
Support custom ServiceRocket apps.
Fisheye and Crucible
Configure servers to optimize performance.
Conduct application upgrades and install security patches.
Backup and restore applications.
Set up new environment (e.g. staging) when necessary.
Monitor services.
Deliver usage and performance reports.
Conduct security audits.

Pricing

Evaluation Support

Average SLA < 3 hours

Email Support

Support Portal Access

Guaranteed Response Time

Managed Forum Access

Installation Support

Managed Forum Access

Critical Incidents

Priority Response

Price Protection

$2,500

24/5 Enterprise Support Extension*

Average SLA < 3 hours

Email Support

Support Portal Access

Guaranteed Response Time

Managed Forum Access

Installation Support

Managed Forum Access

Critical Incidents

Priority Response

Price Protection

24/5 Support

+$500

Implementation Service*

Email Support

Support Portal Access

Installation Support

Priority Response

Implementation Services

Phone Support

CONTACT US

Support Plan Offerings

SILVER

GOLD

PLATINUM

Support Engineer Availability

8x5 Availability

24x5 Availability

24x7 Availability

Support Options

Email or Web

Email, Web or Phone

Initial Response Times

4 hours

2 hours

90 minutes

Minimum Contract Term

1 year

Maximum Support Hours

Up to 10 hours a month

Up to 20 hours a month

Up to 40 hours month

Additional Hourly Rate

$180/hour

$170/hour

$160/hour

Strategic Review - Optional

4 hours quarterly

8 hours quarterly

8 hours monthly

Monthly Fees
(excl. Strategic Review)

$1,999

Monthly Fees
(incl. Strategic Review)

$2,299

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Enterprise Support

Focus on what you do best. We'll take care of the rest.

How we support your business

Drive Adoption

Minimize Risks

Maximize Productivity

Congratulations! You just hired your Jira Administrator.

Business Hours

Core Qualifications

Experience

Pricing

Evaluation Support

Average SLA < 3 hours

Email Support

Support Portal Access

Guaranteed Response Time

Managed Forum Access

Installation Support

Managed Forum Access

Critical Incidents

Priority Response

Price Protection

$2,500

24/5 Enterprise Support Extension*

Average SLA < 3 hours

Email Support

Support Portal Access

Guaranteed Response Time

Managed Forum Access

Installation Support

Managed Forum Access

Critical Incidents

Priority Response

Price Protection

24/5 Support

+$500

Implementation Service*

Email Support

Support Portal Access

Installation Support

Priority Response

Implementation Services

Phone Support

Support Plan Offerings

SILVER

GOLD

PLATINUM

Support Engineer Availability

8x5 Availability

24x5 Availability

24x7 Availability

Support Options

Email or Web

Email or Web

Email, Web or Phone

Initial Response Times

4 hours

2 hours

90 minutes

Minimum Contract Term

1 year

1 year

1 year

Maximum Support Hours

Up to 10 hours a month

Up to 20 hours a month

Up to 40 hours month

Additional Hourly Rate

$180/hour

$170/hour

$160/hour

Strategic Review - Optional

4 hours quarterly

8 hours quarterly

8 hours monthly

Monthly Fees(excl. Strategic Review)

$1,999

$3,999

$7,999

Monthly Fees(incl. Strategic Review)

Congratulations!
You just hired your Jira Administrator.

Monthly Fees
(excl. Strategic Review)

Monthly Fees
(incl. Strategic Review)

Ready?
Let's get your business supported.