Atlassian Support VS User COmmunity

[Deleted user]

I keep trying to contact Atlassian Support/Help Desk and continually get pushed here to ask the community.

It seemed that I had more actually Altassian Company support before I purchased a license.

What level of license purchase does someone need to get help?

[Jack Brickey]

@[deleted], welcome to the community. If you have a starter license (10 users) then indeed you are limited to the community which is by-in-large made up of users like yourself. However, don't let that concern you as there are some really knowledgable and helpful folks here. 

If you have a question just search in the Community and if you don't find what you are looking for just open a new question.

cheers,

jack

[Deleted user]

After being given answers that were not helpful from Atlassian I did turn to the User Community to find out the user community is fast and much better at delivering answers that are correct. 

However, I could actually - I thought - access Atlassian when I had an evaluation license. After purchasing a license, which is really all we need, 10 users, I find out I can no longer access Atlassian unless perhaps I get an evaluation license.

Any and all "Support" questions are funneled to the Community.

Am I wrong and if not, is everyone OK with this?

[Jack Brickey]

TBH I don't know what the official answer is for support during evaluation but would assume that indeed they provide normal support during the eval. To me this makes sense as when first trying any new product companies support you during your buying decision. They used to provide support for starter licenses a year or two back. The issue, I expect, became that the sheer number of starter licenses began to take a very large toll on support and at the price point wasn't scalable. Please don't quote me on that, just providing a logical assessment based upon my experience building SW applications. As far as being ok w/ it I'm sure the answer will be different for different people and I expect most starter license folks aren't thrilled w/ the policy.

All that said, I would encourage you to leverage the Community since in the end, you likely don't care where the answer comes from only that it comes and in a timely manner. I believe the Community can fulfill that for you 90+% of the time.

One final note, there are Atlassian support individuals that frequent the Community and assist and IMO they do a great job. Too, as Champions, if we get stuck we have a means of requesting assistance on other's behalf including opening a support ticket should that really become necessary (generally reserved for bugs).

I hope my response helps. I certainly understand your frustration but hope that in time your concerns dissipate.

[AnnWorley]

Hi Jim,

It is true that you can open a support request with an evaluation license but not with a server starter license. We announced it in July 2017. Please check out the blog for the rationale behind the decision: We’re updating our support offering for server starter (10-user) licenses

Although we do redirect starter license questions from the support service desk to this forum, we don't leave it solely up to other customers to support them. The Community is staffed by Atlassian support engineers.

Thanks,

Ann

[Deleted user]

Sure, I understand. You support evaluation licenses so people can get a feeling for how supported they will be by Atlassian and then the when people buy a license you switch to a money driven support formula and don't provide support for "Starter licenses".

[Deleted user]

I guess Atlassian never considered - or maybe you did - that a small group of people might be doing R&D plus support for a much larger group of at least 500 people who depend on our experience and recommendations to know what to purchase or not purchase from Atlassian.

Thank God for your your User Group - who I assume are only being paid with "badges". They are very bright and give fast and accurate answers.