Support Packages

Atlassian Cloud Support Plans_TGAU.pdf

Atlassian Cloud Support Plans

Unlock the full potential of your Atlassian Cloud investment with ongoing expert support tailored to your business.

Choose from our flexible Bronze, Silver, and Gold packages to put locally based Atlassian-certified specialists on your team, ready to:

• Optimise your setup

• Resolve issues fast

• Keep you ahead of every new feature or update

Whether you need troubleshooting, proactive platform health checks, or help with complex technical challenges, we make sure your Atlassian tools work seamlessly for you.

Why Choose Togetha Support?

Expert Access

Your IT staff get direct access to our experts to help solve day-to-day Atlassian issues quickly and efficiently.

Vendor Relationships

We leverage our relationships with Atlassian and Marketplace Vendors to resolve deeper technical issues that might otherwise remain unresolved.

Proactive Management

On advanced plans, our technicians take proactive steps to ensure your Atlassian product suite is always optimally configured with behind-the-scenes operational hygiene.

Our Support Plans

Explore the table below to find the Support Plan that best fits your needs.

Ask your Togetha representative about our Atlassian Platform Health Check service, which may be required prior to commencing a Support Plan.

You May Use Our Support Hours For

Technical Support

Our team can provide their deep technical expertise to your Atlassian system administrators. We assist your staff with challenges in configuring and managing any aspect of your Cloud platform implementation.

Training Support

You may choose to use your support hours budget to run individual or group training sessions for your staff.

Marketplace App Support

We assist you to triage and resolve incidents and problems with Marketplace Vendor Apps, leveraging our vendor relationships.

Project Work

You may choose to utilise your support hours to either specify any project or run small customisation/integration projects.

Release Track Management

We manage your Atlassian ecosystem updates in coordination with your staff. Atlassian Premium or Enterprise subscriptions are required to enable release management.

Backup & Restore Testing

Our team checks that your third-party backup app and backup services are working perfectly — by testing.

Terms and Conditions

Monthly Support Hours

Support is provided by our team of professionals to your specified staff, with “hours burned’’ tracked and reported monthly in 15-minute increments.

• Any unused support hours can be rolled over for up to three months.

  • We recommend that unused hours are used for training or project work.

• Any shortfall in hours for a given month or for the overall contract can be augmented by buying blocks of time (10 hours per block).

Monthly Cost

• Invoice issued at the start of the month for that month’s support
  (e.g. for February support, invoice issued on or around 1 February).

• A 10% discount applies where annual support fees are paid in full upfront.

Reporting

Standard monthly reporting to your key representative, including key support agreement metrics such as:

• Hours burndown

• Activity lists

• SLA compliance

Report sophistication and utility increases as your monthly spend increases.

Support Hours

Support hours time zone is Sydney Time.

• 9×5 support: 9am to 6pm Mon–Fri

• 12×5 support: 8am to 8pm Mon–Fri

Support Channels

We offer a combination of dedicated phone line, Help Centre or Email channels for support.

With our Gold plan we also offer direct B2B integration with your service desk for seamless escalation and ticket management.

Account Management

Our Account Manager is your constant point of contact and has your business interests at heart.

Account Managers bring a significant depth of Atlassian product knowledge to help guide and optimise your Atlassian platform usage.

Proactive Advice

Where appropriate, we will include proactive recommendations to enhance the value you gain from your Atlassian platform.

Audit Log Review

Our staff regularly inspect your audit logs and raise any identified concerns with your designated contact.

Onsite Support

Onsite support may be available; please check with your Togetha representative. Additional travel costs may apply.