Does Jira server technical support team also support jira cloud software

[Alicia Y]

Our team is using Jira Classical Software on server, we are planning to add a patch of "Jira nect-gen projects" in or just buy new licence for Jira Next-gen, I heard from my colleague who use Jira Classical on-server version, they have Jira support team helping them to do server setup and provide training for users and if there's any software problem happened they can ask the support team for help, our server version is the latest (2018 Sep version), my questions are: 

1. Does our on-server version has the "next-gen project" funtions? If yes, where should I find? If not, how much should we pay for such patch?

2. If we choose to purchase the Jira next-gen cloud-base license, can previous support team also support this next-gen project? Can they also help on problem-solving and software training?

[Mikael Sandberg]

Next-gen is only available on Jira Cloud, there is no patch or app that you can add to Jira Server to get it.

Based on what you are describing about the support team it sounds like your colleague was talking about Atlassian's Enterprise Services where you can pay to get a dedicated support contact and get help from Atlassian partners with training.

[Nick Jones]

Yes they do! I have contacted them several months ago and they assisted me. I don't remember what was the issue, but their support team was super nice and prompt. I was considering going to an it support center even though it is quite challenging to find an open it support sydney, as everything is closed and everyone is working remotely. But thanks God it wasn't necessary because the support team explained me everything in details and the issue was solved within a day. JIRA is the best, and their team is the bestest!

[Alicia Y]

Hi Mikael, 

Thank you for your help, in this case can enterprise service also provide us Next-gen support if we purchase the license? Or if there's anything happened, do we have any tech support?I means for offline, not the community. 

[Mikael Sandberg]

Yes, Enterprise services can help you with Next-gen projects if you need help beyond what you get from regular support. Access to regular support not via Atlassian Community is included if you have a license above 25 users on server and more then 10 if you go with cloud I believe. 

[Alicia Y]

Noted, thank you so much for your help