Atlassian Services FAQ

Tired of waiting hours on hold before getting connected to a customer service representative? Here at Isos Technology, we offer live chat on their websites to answer questions quickly. Our team has compiled a list of the most common questions about Atlassian Services and we have your answers! 

General Atlassian Technical Support Inquiries

First off, for general technical support, if you have Atlassian tech support questions like the ones below, the Atlassian Support Site has tons of helpful resources that should be able to get you on track. 

• I’m having trouble logging into my account.
• I am receiving an error message when trying to access my Jira Cloud account.
• Is there a way to adjust my workflows so that they link directly to my email?
• Why do I keep getting assigned tickets to my personal email address instead of my work email?

Answers

1. Can you provide me with a direct phone number and/or email address to get in touch with Atlassian? 

Atlassian does not have an email address or a customer service phone number. To get in touch with Atlassian, you must visit their support portal and submit a ticket with a brief but detailed description of your question and/or request. Click here to access the Atlassian support site.

2. When is support for Atlassian Server ending? 

As of February 2021, Atlassian has stopped selling new licenses for all Server products, and support for Server products will come to an end on February 2, 2024. In the meantime, security bug fixes will be provided only for critical vulnerabilities. After support ends, however, Atlassian and Marketplace Partners will no longer provide any form of technical support for any issues, security updates, or bug fixes. You can find more information by clicking here to visit the Atlassian migration support page.

As an Atlassian Platinum Solution Partner, Isos is committed to delivering top-of-the-line support to our clients interested in migrating their Server environments to Cloud. Click here to contact us and submit your Cloud migration inquiry. 

Questions about migrating to Atlassian Cloud? Check out this blog post written by our Solution Engineer, Nick Nader, outlining the migration process, as well as the estimated timeline for migration: Prepping for your Atlassian Ground to Cloud Migration.

3. Can you offer more information on user license minimums for Atlassian products? 

The terms for licensing vary based on both the environment, as well as each specific product offered by Atlassian. You can get more information by visiting the Atlassian Purchasing & Licensing FAQ page. 

4. I am interested in receiving Atlassian training. What are my options? 

As a trusted resource for all Atlassian Training, we have a few different offerings here at Isos Technology:

• Atlassian University Courses: We are authorized to deliver Atlassian's own training courses (course materials & labs), including a variety of role-based learning paths for Jira and Confluence users and administrators. These classes can be digested individually or in a group setting.

• Isos Technology Classes: We offer our own instructor-led classes on select Atlassian foundational concepts and tools. These classes can be conducted online or in person, and they are recorded for your organization's future reference. The content is general in nature and perfect for those getting up to speed with the tools.

• Customized Training Programs: We can also create customized classes for clients with specific needs or requests, as well as a customized training program for your organization.

Contact Us with your training inquiry and we will be happy to assist you!

5. How much does Atlassian training cost? 

The cost of training is dependent on several things, including the type of training, whether it's general or customized, the product your team needs training on, the number of people who need training, and the timeline. Due to these variables, we first need to conduct a discovery session to gather information, then relay it to our solution engineering and training team, who will then be able to provide an estimate.

6. Do you provide support for migrating on-premises instances to Atlassian Cloud? 

Of course! As an Atlassian Platinum and Enterprise Solution Partner with a Cloud specialization, we provide support for clients for all of their Atlassian consulting needs. We're very experienced at Ground-to-Cloud migrations for companies of all sizes and have a lot of resources for you too. 

Here are a couple to get you started:

Are you ready to migrate to Atlassian Cloud? Take our Atlassian Cloud Readiness Quiz. 

Download our Whitepaper: The Essential Guide to Merging Instances When Migrating to Atlassian Cloud 

7. Are your services covered by any government cooperative contracts that a local government can leverage?

Yes! We have a GSA Schedule 70 contract in place. This is how we engage with clients who require it. We can work with Carahsoft to provide services on any of the contract vehicles they are on.

8. Do you have partnerships with any organizations including OMNIA Partners, Sourcewell, TIPS, or a cooperative like that?

Unfortunately, we do not have partnerships with those organizations. GSA is the only government cooperative contract that we can work under. We do work with Carahsoft, but solely on a licensing front.

9. Are you L5 certified?

Isos Technology is not L5 certified at this time, but we do have a GSA contract that we use to engage with government entities.

10. Is Jira Service Management 508 compliant?

Please visit the Atlassian Accessibility page and review the VPAT documents describing how different Atlassian products address WCAG 2.1 AA (which complies with Section 508 of the U.S. Rehabilitation Act.)

11. How many Jira Service Management implementations have you done?

As an Atlassian Platinum Solution Partner, we have done several hundred Jira Service Management (formerly Jira Service Desk) implementations, so you can rest assured we bring extensive knowledge and experience in all things Atlassian. We’ve seen it all, we’ve done it all, and we are fully confident that we will provide the best services for your organization’s Atlassian needs. 

12. I’m looking for Jira training certifications. Where can I access them?

Atlassian offers a few free courses on its website with certifications. Click here to learn all about Atlassian certification programs and how to get started. 

13. Are Jira Roadmaps and Advanced Roadmaps available on-prem?

Jira Software Data Center license holders can download Advanced Roadmaps for free. As long as their license renewal payment is current, they can access the newest version of Atlassian applications. Click here to learn how Advanced Roadmaps have become integrated with Jira Software Data Center.

14. Can you explain the difference between managed services and professional services?

Managed services are typically built around a set of services that need to be delivered on an ongoing basis or a specific number of hours per month that our experts can dedicate to a client to use in the way that best meets their needs at the time.

Professional services are more likely to be one-time projects focused on helping clients achieve a specific goal, like an implementation or a cloud migration. With professional services, our team outlines a process, estimates the total number of hours needed for the work to be done, and provides an estimated timeline for completion.

Want to learn more? Download our whitepaper: Why You Should Use an Atlassian Partner to Implement & Optimize Your Atlassian Tools