Atlassian's Responsibility...

[mark_eifert]

Community: Shouldn't Atlassian hire staff to answer questions instead of referring users to the community with unanswered questions? How do you feel about that? 

[Sunny Ape]

Shouldn't Atlassian hire staff to answer questions

Well, it depends on what you mean by 'questions'. If you have a paid account, Atlassian provides support requests for problems or technical issues (faults) to designated contacts at your organisation, but they won't provide answers for random 'questions' raised by every single employee at that company about the product... that's what all that online documentation and your organisation’s staff training or internal IT Help Desk is for.

If you bought a Toyota, would you expect to be able to call them and ask 'questions' about how to drive it, how to use the controls, why they chose a particular amperage for the air-conditioner fuse?

Pay money and get paid support. Pay no money and get unpaid advice and assistance... this community.

How do you feel about that?

I feel just fine. And you?

[mark_eifert]

My employer pays for support, but some questions are referred to the community. I think that the support is weak. Incidentally, if you bought a Toyota, you would understand that the hypothetical questions that you raised would be answered by a dealership. If they couldn't answer a technical question, they would cascade it to someone who could answer it. Perhaps one of the reasons that Atlassian's is so unbecoming is that the company created a Japanese-sounding name for its project management software. Japanese companies are quite supportive.