What's the wait time on getting a ticket answered?

[Gregory Muir]

I put in a support ticket last week and there's been no response.

CSP-297428

I looked around to see if there's a phone number to call and it loos lie Atlassian is one of those vendors that tries to do it all with as little phone support as possible, that's only for the upper pay tiers. What's up with that? 

[Brant Schroeder · Accepted solution]

@Gregory Muir 

It depends on the severity and the support you have.  For standard support, the longest would be two business days.  More information here: https://www.atlassian.com/enterprise/support-services

I will escalate this to Atlassian.

[Gregory Muir]

Than you. This was submitted on the 16th. 

[Brant Schroeder]

@Gregory Muir let me know if you do not hear from them today.

[Gregory Muir]

Thanks for the followup! I've not seen a response yet. I'm going to be heading out for the day and will check in this evening to see if anything posted. 

[Brant Schroeder]

OK I will ping them again.

[Brant Schroeder]

@Gregory Muir It looks like there is an unusually high number of support issues that Atlassian is handling due to the rush of upgrades.  This could be contributing to the unusual delay on support issues. 

[Gregory Muir]

@Brant Schroeder  

It's been sitting there since the 16th and there hasn't been a single reply. 

How long are they anticipating now with current case load?

[Brant Schroeder]

I will reach out again.

[Gregory Muir]

Thanks. Got a reply on the 27th after hours. Responding to the tech now. Thanks! 

[Gregory Muir]

Last update from Atlassian was 10/1. Still waiting for feedback. 

1. CSP-297428

[Angélica Luz]

Hi @Gregory Muir,

I sent a message to Michael to inform him about it.

Kind regards,
Angélica

[Gregory Muir]

Thank you so much! 

[Angélica Luz]

Hello @Gregory Muir,

Thank you for reaching out to Atlassian Community!

Checking the details of the ticket, I can see that an engineer replied yesterday asking for some details about the issue and a HAR file.

If you didn’t receive the notification, you can access the ticket directly from our portal:

• https://getsupport.atlassian.com/servicedesk/customer/portal/14/CSP-297428

The SLA for Level 3 Standard is 1 business day, but as mentioned on the ticket, we are working through an unusually high number of support tickets at the moment.

Kind regards,
Angélica

[Gregory Muir]

Hi! Yup, looks like the response came through last night. I'm going to respond now. You guys must be slammed!

[Gregory Muir]

Hi, Angelica. Looks like we are waiting on this now since Oct 1 and no further answer. 

1. CSP-297428