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Service-level agreement

Response times

On business days, we guarantee a response within 24 hours from the time of your support request. However, as we are strongly focused on satisfying the needs of our customers quickly, we usually get back to you much sooner.

Business hours

Our business hours are Monday to Friday from 8:00 am to 5:00 pm in the CEST timezone.

Support channels

The primary channel of support is via our service help desk.

Alternatively, you can contact us at or make a request via the Atlassian Community. However, requests made through open forums such as the Atlassian Community are monitored and responded to only on a best-effort basis.

In any case, we would like you to describe your request the best you can (if necessary with pictures or screen shots), so that we can understand the problem and help you quickly.

Support includes

Support does not include