Atlassian Support and Managed Services
Here, you will find a reliable team of Atlassian technical support professionals. Our services go beyond issue resolution. We guide your teams to reach your Atlassian platform’s full potential and safety.
Our Atlassian support expertise
Atlassian support services scope
We cover a broad range of products – technical and business – related to your Atlassian stack.
That includes their configuration and infrastructure.
Atlassian on-premise instance support
Our experts offer infrastructure support for both Data Center and Server instances.
We enhance their performance and availability with our experience and proactive approach.
The incidents are resolved fast. At the same time, we work to prevent potential failures.
Ongoing maintenance
We perform periodic maintenance check-ups to optimize your systems on a regular basis. For example, every two months.
Our team can run the security advisory procedures recommended by Atlassian. That guarantees that apps work smoothly. It also keeps valid protection against known vulnerabilities.
Consulting sessions
Our consultants arrange regular meetings with your team. We also set up ways of ongoing communication.
Aside from normal operations, we share domain knowledge and troubleshoot on the go.
We offer support for most Atlassian products and Marketplace apps.
Configuration and development
Our support activities include introducing changes into your Atlassian products and Marketplace apps.
They cover:
- version upgrades
- integration with other tools
- app configuration
- custom scripting, and more.
We support the most popular Atlassian products:
Rules and standards of our support
Our experts can work in different settings according to your preferences.
At the same time, we bring in our standards and best practices.
Cooperation standards
We work with your end users on the 1st support line.
This is useful if you have a team of admins but they are lacking time or resources.
We work with your Jira admin team as 2nd and 3rd support lines.
Involve our team as Atlassian software experts for more complex projects.
VIP services (upon agreement)
We can set a special service priority for your top clients or senior management in your company.
These tasks are completed faster than regular and are available upon request.
On-call availability (not recommended)
In extreme cases, we can also provide on-call support, but this is not a recommended solution.
Guaranteed SLA
We set up an SLA agreement in the following support window:
Standard:
Monday – Friday, 8 AM to 4 PM (9 AM to 5 PM)
Extended:
Monday – Friday, 7 AM to 6 PM
We are working according to the Polish calendar.
The SLA metrics can include:
- time to first response
- time to resolution
- custom options tailored to your requirements.
Clients confirming the quality of our work
Our Atlassian technical support experts
Support is provided within a pool of hours,
so we can engage different teams in a flexible way.
Atlassian Support Team
This team handles day-to-day support.
They focus on resolving:
- incidents lowering your Atlassian software performance
- service requests, e.g., creating a project or app installation
- change requests for more complicated tasks.
Atlassian Consultants Team
This is the 3rd support line for business process modeling and solution design.
The team’s tasks include:
- gathering requirements for complex configurations
- workshops and training
- business audits, and more.
Atlassian Developers Team
They are the 3rd support line for infrastructure-related tasks. The team covers:
- application upgrades
- instance migrations and consolidations
- scripting, and more.
Project Managers
Our PM group participates in every project that requires their engagement.
It’s usually above 10 MD estimations.
testimonial
What our clients say
Support contract introduction process steps:
How we create our cooperation agreement.
Gathering requirements
Deep understanding of your unique needs.
The offer preparation
Crafting a tailored support proposal.
Adjustments and (or) negotiations
Collaborative discussions to meet your expectations.
Contract draft consultations
Detailed negotiations on contract terms.
Agreement sign-off
We establish our partnership.
Kick-off meeting
Launching our collaborative efforts.
Continuous communication
Ongoing transparency and responsiveness in your support process.
Your Atlassian support experts
Schedule a consultation
Book a consultation
Contact our consultant
Sara Binerowska
Senior Account Executive | Atlassian Services
Our consultant is at your disposal from 9 AM to 5 PM CET working days from Monday to Friday for any additional questions.