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Technical and functional Atlassian support

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Standard Enterprise Essential Advanced Critical
SLA response time
Incidents - S1: Production Application Down 4h 2h 4h 2h 1h
Incidents - S2: Serious Degradation 6h 4h 6h 4h 2h
Incidents - S3: Moderate Impact 8h 6h 8h 6h 4h
Incidents - S4: Limited Impact 16h 12h 16h 12h 8h
Assistance - Blocker issues 8h 4h 8h 4h 2h
Assistance - Non-blocker issues 16h 8h 16h 8h 4h
Services
Monthly usage report by email
Support portal
Email Support
Phone support
Screen sharing sessions & remote tools administration
Personalized client portal & knowledge base
Named contacts 3 5 6 8 10
Standard coverage (extendable as an additional option) 10/5: Monday to Friday from 8am to 6pm in the time zone defined within your support contract
Options
Extended hours coverage 24/5 or 24/7
Additional named contacts

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Discovery offer

Not sure you're ready to commit to a long-term contract?
Designed for new clients, our Discovery Offer allows you give our support a test drive. It consists of 10 hours of Standard Support or Enterprise support (which can not be renewed).

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+ number of
current contracts
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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