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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Create a support request on https://playsql.atlassian.net/servicedesk.
Don't forget to mention "Data Center" to be in the right queue.
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We actively monitor the response times on this queue.
Our target is to provide an answer within 4hrs during working days.
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In the support request, click "Escalate".
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We will receive an email on our mobile phones, telling us you
are expecting an answer for this request.
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For any information on support times and SLA Statement, please see the legal page.