What is the average time for Jira support to respond?

[Maya Shaked]

I've sent a request on the 20th of January and still haven't heard from anybody 

How long does it usually take?

Thank you

[Jack Brickey · Accepted solution]

here is what the documentation states - https://www.atlassian.com/enterprise/support-services But my experience has been slower than that (discounting the bot reply).

In my own experience something like this...

L1 - unsure as I have not experienced 

L2 - within 24-48h

L3 - within 3-5d

L4 - within 7-10d

[Vishwas · Accepted solution]

Hey @Maya Shaked 

Welcome to Atlassian Community !!

Not to worry they will respond sooner, please try to add comments and if it is very urgent then you can use "Escalate" button.

To answer your question, the response time depends on the ticket level (L1,L2,L3,L4)

Also if we mark it very high like L1, in case if it is not L1 as per their definition that was mentioned on request submission page they will verify and put it back to correct level.

Please check out this link to see the Initial Response time of the support request:

https://confluence.atlassian.com/support/atlassian-support-offerings-193299636.html

Regards,

Vishwas