Professional Support Package for Atlassian Services

Professional Support Package for Atlassian Services

Overview: We specialize in providing comprehensive IT support and services for Atlassian tools, catering to software companies across all verticals and industries. Our expertise ensures that businesses—ranging from startups to large enterprises—can seamlessly manage and optimize their Atlassian environments. Whether you operate in technology, healthcare, finance, manufacturing, or any other sector, our solutions are tailored to meet the unique needs of your organization. With a team of certified L1 and L2 support engineers, we provide proactive, reliable, and scalable support that ensures your operations remain uninterrupted. By offering competitive pricing and adhering to strict SLAs, we empower companies to focus on their core objectives while we handle the technical challenges.

Support Package Inclusions:

1. Core Services:

1. • L1 Support:
     • Initial incident logging and prioritization.
     • Basic troubleshooting and resolution of common issues.
     • User account and permissions management.
     • Documentation and FAQs for common queries.

1. • L2 Support:
     • Advanced troubleshooting for complex issues.
     • Configuration and customization assistance.
     • System health monitoring and performance tuning.
     • Root cause analysis and incident reporting.

1. Coverage Scope:

1. • Jira Software
   • Jira Service Management
   • Confluence
   • Bitbucket
   • Additional Atlassian tools (available on request).

1. Service Hours:
   • Standard Support: Monday to Friday, 9:00 AM to 6:00 PM (client’s time zone).
   • Extended Support: 24/7 coverage for critical issues (available as an add-on).

1. SLA Commitments:
   • Incident Response Times:
     • Critical Issues: Initial response within 30 minutes, resolution within 4 hours.
     • High Priority: Initial response within 1 hour, resolution within 8 hours.
     • Medium Priority: Initial response within 4 hours, resolution within 24 hours.
     • Low Priority: Initial response within 8 hours, resolution within 48 hours.
   • Regular SLA performance reviews to ensure compliance and continuous improvement.

1. Reporting and Analytics:
   • Monthly performance and SLA adherence reports.
   • Incident trend analysis and recommendations for system optimization.

1. Value-Added Services:
   • User training sessions on Atlassian tools.
   • Best practices guidance for workflows and system usage.
   • Assistance with Atlassian tool upgrades and migrations.

Pricing Structure:

We offer flexible pricing options to suit the needs of businesses of all sizes. Our competitive pricing ensures exceptional value without compromising on service quality.

1. Fixed Monthly Plans:
   • Suitable for consistent support requirements.
   • Pricing based on the number of users and tools supported.

1. Pay-As-You-Go:
   • Ideal for companies with sporadic support needs.
   • Hourly rates for support services.

1. Custom Packages:
   • Tailored solutions for enterprises with specific requirements.
   • Includes additional services, extended support hours, and on-site assistance.

Why Choose Us?

• Expert Team: Certified Atlassian support engineers with extensive experience in L1 and L2 support.
• Cost-Effective Solutions: Competitive pricing without compromising on quality.
• Proactive Support: Focus on preventing issues before they occur.
• Scalability: Ability to support businesses of any size, from startups to enterprises.
• Customer-Centric Approach: Dedicated account managers and personalized service.

Contact Us: Let us help you streamline your Atlassian tools and maximize their potential. Reach out to us today to discuss your requirements and receive a customized proposal.