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 process:
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Any issue that is not an emergency should be raised in the "RY" project in Jira.
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To aid in this process, we are asking to verify on your Data Center app ticket:
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For any information on support times and SLA Statement, please see the legal page.