How to get Atlassian Jira Support to Respond Timely When My URL is AWS Cloud?

[ms]

How to get Atlassian Jira Support to Respond Timely When My URL is AWS Cloud?

[ms]

It was not me that raised the "cloud" tag URL issue, that was Atlassian - and its been three days and counting, but AWS cloud team was able to help out with the support question I had even though we have 500 Atlassian paid support seats not sure that's what your referring to with enterprise support - I provided you the SEN for both. But thx for the follow up at least.

[AnnWorley]

Hi - I found your ticket but it was not in the technical support queue. It was updated last night with a request for a phone call this morning. However, it sounds like AWS already helped you. If you still need Atlassian support, let the Atlassian you are working with, Sharon, know and she can transfer your ticket to the Jira support team.

[Sharon Tan]

Hi MS :) Just sent you a detailed response to address the issue we've been discussing. Nic above is correct in that because you're evaluating Server / Data Center deployed on AWS, this would actually be considered a Data Center issue rather than Cloud since support is dependent on the Atlassian license type you're experiencing issues with. Talk soon! 

[ms]

Well, yeah, that was the expectation, one would expect it would get routed appropriately with Atlassian to best assist and I did already respond to Sharon. It would still be nice to understand why 'Software" is not showing up in S/DC, only "Business" and Service" projects appear in Sever / Data Center.

[Nic Brough -Adaptavist-]

Raise the support request and wait for a response.

If your definition of "timely" is more demanding than the standard support response, you might want to consider the enterprise support offering.

(I've removed your "cloud" tags, because Atlassian Cloud is different thing to "running Server on AWS")