Managed Support Services for Atlassian

Organizations use Atlassian products to enable their teams to deliver business critical software and services by enabling increased collaboration and visibility across the company. Whether you have a few dozen or a few thousand users, your teams need stability, performance, and best practices advice to maximize their use of business critical Atlassian tools.

Atlassian tools like Jira Software, Confluence, Jira Service Desk, and Bitbucket allow your teams to streamline project tracking, development, operational activities, content creation, real-time communication, and service management, but maximizing their value is often a full-time job.

Unfortunately, this admin role is often supported by one or more personnel who either aren’t adequately trained or, do not have enough time to keep up with updates and capability improvements – that’s where we come in.

Forty8Fifty Labs’ Managed Support Services for Atlassian allow your internal teams to spend less time managing tools and more time improving delivery, velocity, and driving business value.

Let us help you maximize the value of your Atlassian investment with our dedicated team of Atlassian Certified experts that will help you continually improve and evolve your capabilities with Atlassian tools.

Forty8Fifty Labs’ Managed Support for Atlassian offers a variety of valuable services:

Assessing your current Atlassian products, plug-ins and configurations
Reviewing your infrastructure and performance standards
Developing a custom support remediation plan
Coordinating on-premises and cloud licenses, which also reduces administrative costs
Applying patches and updates regularly to ensure you always run the latest versions
Managing joint technical support issues with Atlassian and third-party software tools

Forty8Fifty Labs Atlassian Managed Support Services Tiers

Forty8Fifty Labs provides Atlassian Managed Support Services from our Cloud Services Operations Center– staffed 24×7 by industry professionals following ITIL service management methodologies. Each of our service tiers includes defined SLAs for problem and incident response. A variety of functional administrative activities such as routine maintenance, security and audit reporting, performance and utilization tracking are included across the supported Atlassian products.

Choose from three service level tiers, or ask us to create a custom support and services model for your unique needs.

Atlassian Cloud Support Tiers

	Cloud Basic	Cloud Premier	Cloud Enterprise
Supported Services	• Jira Core • Jira Software • Jira Service Desk • Confluence • Trello	• Atlassian Access • Jira Core • Jira Software • Jira Service Desk • Confluence • Trello	• Atlassian Access • Jira Core • Jira Software • Jira Service Desk • Confluence • Trello
Atlassian Access Support	Not Included	Included	Included
Active Support Hours	9AM-5PM, M-F	7AM-11PM, M-F	24x7x365
Included Support Hours	4 hours/week	8 hours/week	12 hours/week
Remote Consulting	Not included	Up to 3 days/quarter	Up to 5 days/quarter
Atlassian Premier Support	Not Included	Not Included	Included
Atlassian Escalation	Not Included	Included	Included
Other Features		Periodic Usage Reports Health Checks Regular Touch-base meetings Proactive Maintenance	Annual Usage Report Health Checks 3rd-party Apps vetting Proactive and On-Demand Maintenance User Auditing Bi-Weekly Touchpoint Monthly Cumulative Burndown Report License Management

On-Premise (Server & Data Center) Support Tiers

	Basic Support	Premier Support	Enterprise Support
Supported Services	• Jira Core • Jira Software • Jira Service Desk • Confluence	• Atlassian Crowd • Jira Core • Jira Software • Jira Service Desk • Confluence	• Atlassian Crowd • Jira Core • Jira Software • Jira Service Desk • Confluence • Bitbucket • Bamboo • Fisheye/Crucible
Data Center Support	Not Included	Included	Included
Active Support Hours	9AM-5PM, M-F	7AM-11PM, M-F	24x7x365
Included Support Hours	4 hours/week	8 hours/week	12 hours/week
Remote Consulting	Not included	Up to 3 days/quarter	Up to 5 days/quarter
Upgrades	Not included	Not Included	1 Planned Upgrade
Patches	Not included	1 Emergency Patch	1 Emergency Patch
Atlassian Premier Support	Not Included	Not Included	Included
Atlassian Escalation	Not Included	Included	Included
3rd-Party Vendor Escalation	Not Included	Included	Included
Other Features	Discounted Licensing	Periodic Usage Reports Health Checks Regular Touch-base meetings Proactive Maintenance Discounted workshops, training	Environment Sync Annual Usage Report Health Checks Regular Touch-base meetings 3rd-party Apps vetting Proactive Maintenance Proactive Auditing

Capitalize on all the functionality your Atlassian tools deliver and keep your software teams focused on improving application performance.