How long to wait to buy additional JSM licenses (Support not answering for 7 days)

[Igor Manić]

Hi.

What's your experience in regards to waiting for an upgrade for JSM annual plan?
We have been using 2 licenses, and tried to upgrade to another user tier with 10 licenses - but, after a whole week of waiting for a response, we still have no response, and no quote for this change.

Do you have any similar experience, what can I do to raise the urgency of the support ticket?

Thanks for any advice!

[Anusha A · Accepted solution]

Hi @Igor Manić

Thank you for your patience and for letting us know about the delay. I understand how frustrating it must be to have opened multiple tickets and not received a response yet. I sincerely apologize for the inconvenience this has caused.

I am currently reviewing your tickets to ensure they are being addressed as a priority. I will personally follow up with the relevant team to expedite a response for you.

We strive to provide timely support, and I appreciate you bringing this to our attention. I will keep you updated on the progress and ensure you receive a response as soon as possible.

Regards,
Anusha A 

[Igor Manić]

Hi @Anusha A , thank you for stepping in.

Is there any progress on the topic?

Regards, Igor

[Anusha A]

Hi @Igor Manić

Great news! The sales team has sent you the quote you requested. If you have any more questions or need further assistance, feel free to reach out through the same support ticket.

Have a great day ahead!

Regards,
Anusha A 

[Igor Manić]

Hi @Anusha A , thank you - I've got the quote, and already accepted it.

Best regards, Igor 

[Pedro Olmo]

Hello @Igor Manić ,

You should open other ticket support here: https://support.atlassian.com/

 Regards

[Igor Manić]

Thanks @Pedro Olmo but I have already done that - opened second support ticket 5 days ago, also at support.atlassian.com - and also no answer on that 2nd ticket, same as with the 1st one...

Regards