Support Team's Time to Respond

[Andreas Prakoso]

Hi all,

My company's JIRA account got suspended which I am not sure why because my credit card should have adequate funds to continue the subscription. I have submitted a support ticket for this but I am not sure when JIRA's support team will help me with this issue, so I would like to know whether anyone would know how long it usually takes for them to respond to a support ticket?

I expected a much faster response from a large company like Atlassian, so this was quite shocking. Especially since my company's work is really dependent on JIRA at the moment and we're quite impacted by this event. Could anyone help me with this?

[Melo]

Hi @Andreas Prakoso , welcome to the community!

I'm sorry to hear you're having this type of problem.

Regarding support and support time, you can check it on the link below:
https://confluence.atlassian.com/support/atlassian-support-offerings-193299636.html

I hope you get your problem solved as soon as possible.

Cheers,

Melo

[Andreas Prakoso]

So for my issues it seems like it's classified as Level 2, so that means it will take 6 working hours to get to me? And the time zone is set to my time zone or which time zone?

I just need my subscription to be reactivated tbh, could no other support teams from other regions help out or something? This should be a pretty simple process

[James Jurkiewicz]

We've just had the same issue- without any warning that things would be revoked (either within the platform or through emails), and without any way to help this be prioritised.

This is a shocking experience.