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Technical and functionnal Atlassian support

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Compare our support offers and find the right fit

Silver

Silver Plan
Bundles of support hours giving you access to Atlassian specialist support as and when you need it.
  • How it works
    • Bank of hours for ad-hoc support (25h, 50h, 100h, 200h)
    • Time spent is deducted in increments of 15m
    • Can be topped up anytime
    • Guaranteed response times
    • No long-term commitment but must be used within 12 months

Gold

Gold Plan
Unlimited Atlassian tools support & remote administration for your IT teams
  • How it works
    • Unlimited 2nd line Atlassian support for up to 5 technical contacts in your organization
    • Guaranteed response times
    • Priced per number of Atlassian platforms & users licensed
    • Multi-annual contract

Platinum

Platinum Plan
Full outsourcing of your Atlassian application support, from end-user support to 3rd line complex problems.
  • How it works
    • Full outsourcing of Atlassian tools application support
    • We handle everything from 1st line end-user tickets to 3rd line advanced problem resolution
    • No limits on usage
    • Guaranteed response times
    • Priced per number of Atlassian platforms & users licensed
    • Multi-annual contract

Compare plans

Silver Gold Platinum
Contact channels
Service access Up to 5 technical contacts Up to 5 technical contacts Unlimited
Portal & Email
Phone & Chat
Custom portal & knowledge base
Use your own service desk tool
extra cost
Remote Atlassian tools administration
Incident management
Service request management
Small change requests
Full application management (uptime commitment)
Governance
Standard response time SLA
Monthly reporting
Co-ordination with vendors & OEMs support
Service review meetings Quarterly Monthly
Designated customer success manager
Options
24/7 coverage
→ More info
Advanced response time SLA
→ More info
Extension Additional hours Additional technical contacts
(5 included)

already unlimited
Proactive maintenance (onsite services)
→ More info
Choose Silver Choose Gold Choose Platinum

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Optional services for your global & mission-critical Atlassian applications


Choose a higher response time SLA

Included

Standard Response time SLA
  • Incidents
    • S1: 2h  |  S2: 4h
    • S3: 8h  |  S4: 16h
    Service requests
    • Urgent: 2h
    • Non-urgent: 16h
  • Changes
    Reviewed within 8h
White Arrow

Optional

Advanced Response time SLA
  • Incidents
    • S1: 1h  |  S2: 2h
    • S3: 6h  |  S4: 16h
    Service requests
    • Urgent: 2h
    • Non-urgent: 16h
  • Changes

    Reviewed within 8h


Choose 24/7 coverage

Included

Business hours
  • EU: 8am-6pm CET
    NA: 8am-6pm EST
White Arrow

Optional

24/7
  • 24/7 for Severity 1
    incident tickets
  • EU/NA: Monday 0:01am to
    Friday 23:59pm for all other tickets

Choose onsite services (optional)

Regular onsite visits
Full time onsite presence

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+ clients trust
Valiantys support
Support Centers across the globe
+ Number of resolved tickets on average per month
24/7 Coverage

Averil F.

Making Jira work: Valiantys Support guides System C Healthcare

"In just one year our Jira deployment has grown to become enterprise-wide, and the range of services available through Valiantys support has allowed us to continue to grow. We can access emergency trouble shooting, advice and assistance with administrative tasks to ensure a stable and high performing platform for our 24/7 healthcare customer base."


Averil F.
System C Healthcare

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