Support?

[Philip Laskowski]

Hello,

Apologise for my first post to be a negative one.

Does Atlassian offer support during "normal" UK (BST) hours?

I'm currently in the middle of testing a migration from Jira Service Desk to Jira SM cloud but so far, the support agents are constantly responding to my tickets in the middle of the night for me.

I keep logging tickets and their website tells me that I will be getting support from Europe, only for then to get responses between midnight and 4am.

My organisation is considering migrating to Jira SM Premium, but if the support is more or less non existent and you only get one answer every 24hrs, then I might as well go to another company like TopDesk.

Does anyone else get the same?

[Daniel Eads]

Hi @Philip Laskowski ,

My team is responsible for some of the pieces that go together to get your support request to an engineer in your timezone. Thanks for noting that something is amiss. I'll be opening a support case momentarily specifically for this, so you will get an email from our support system shortly with further details. That case will let us communicate just about the timezone issue and allow my team to reach out to you without appropriating one of your existing support requests.

We have an office in Amsterdam, where I would expect your support cases to be routed based on what you've mentioned. It's possible to get a different office if you select that your working hours more closely match another region, but you've confirmed that even the system thinks the hours are aligned with the UK hours you mentioned. We'll investigate the routing details and get to the bottom of this for you.

I'm in the US Central / Chicago timezone but will try to keep any further info-gathering for this problem in my morning / your afternoon.

Cheers,

Daniel | Atlassian Support

[John Funk]

Hi Philip,

All support is online only. Only with the Premium subscription would you get more pinpointed timing with the SLA. 

[Philip Laskowski]

Hello,

Thank you for responding.

That may sound ideal, but as a paying customer who is forced to move to the cloud or a competitor, I'm sure it's in Atlassian's best interest to accommodate a customer who is willing to pay fore "Premium" but so far the support is worst than from the community.

I'm not trying to be negative, but what is the point in asking for working hours and saying that support is coming from Europe and then I end up having responses constantly during the night.

[John Funk]

Yep, I understand the frustration. Not even sure who that should be/can be raised with. I will see what I can do.