Data Center customers operate our products in mission critical environments and want to feel confident that if issues arise they can be addressed quickly. Likewise if you or Atlassian find any significant issues that may impact customers, or if Atlassian detects a breaking change that impacts your app, they want to be able to quickly work to a resolution with the vendor.Here is our escalation processWe want to reassure them that we'll monitor the response times to their support requests:
| Step 1 | Any issue that is not an emergency should be raised in the "RY" project in Jira. | Optional. |
|---|---|---|
| Step 2 | Create a support request on https://playsql.atlassian.net/servicedesk. Don't forget to mention "Data Center" to be in the right queue.
| We actively monitor the response times on this queue. Our target is to provide an answer within 4hrs during working days. |
| Step 3 | In the support request, click "Escalate".
| We will receive an email on our mobile phones, telling us you |
| Step 4 | You can contact the manager using the email address received in the request confirmation. |
