It’s not support… It’s High Octane Expertise

Atlassian Support—Make Time for Innovation

Your software teams not only deliver quality results—they’re inspired! Part of their success comes from leveraging Jira Software, Confluence, Jira Service Desk, and Bitbucket. All of these powerful Atlassian tools streamline project tracking, content creation, real-time communication, and service management. But maximizing the value each tool offers can be a part-time job.

That’s where Forty8Fifty Labs can help. Because we are an authorized Atlassian partner, you can tap into our consulting services and access a team of experts. With our Atlassian Managed Support Services, your internal teams can spend less time managing tools and more time devoted to improving business velocity and application performance. Our services help you maximize the value of your Atlassian investment by:

  • 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

We also assist you with a streamlined and super-charged Atlassian experience. No more fixing problems on your own based on email or chat room instructions—we fix them for you!

Forty8Fifty Labs Atlassian Managed Support Services Packages

Forty8Fifty Labs provides Atlassian Managed Support Services from our Cloud Services Operations Center—staffed 24×7 by software professionals following ITIL-based service management standards. Each of our service packages includes 30-minute response for critical issues such as infrastructure and applications that are down or severely impacted. We also provide ongoing application administration with quarterly patching, upgrade maintenance, and security patching.

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

Gold Platinum Platinum Plus
Supported Services
  • • Project schemes configuration
    and system-wide changes
  • • User-facing dashboard configuration
  • • Add-on application enhancement
  • • Project schemes configuration
    and system-wide changes
  • • User-facing dashboard configuration
  • • Add-on application enhancement
  • • High-level scope-of-work consulting
  • • Project schemes configuration
    and system-wide changes
  • • User-facing dashboard configuration
  • • Add-on application enhancement
  • • High-level scope-of-work consulting
Online Support 4 hours/week 8 hours/week 12 hours/week
Remote Consulting Not included Up to 3 days/quarter
(1 session)
Up to 5 days/quarter
(1 or 2 sessions)
Atlassian Escalation Included Included Included
Third-Party Add-On
Escalation
Not included Included Included
Request Process Jira Service Desk Phone
Jira Service Desk
Phone
Jira Service Desk
Example Support Incidents “How To”
Best Practices
Performance Issues
Functional Issues
All Silver Level Types
Production Down
Major Performance Issues
All Gold Level Types
Maximum Severity SEV 4 Issues
• Minimal Loss of Application Function
• Single User Impacted
SEV 2-3 Issues
• Performance Issues
• Multiple Users Impacted
SEV 1 – 3 Issues
• Annual Health Check
• Production Down Support
• Performance Tuning
Minimum Contract 3 Months 6 Months 12 Months
Other Features
  • • Third-party software add-on
    vetting (1 per quarter)
  • • PCI DSS and HIPAA compliant
  • • Third-party software add-on
    vetting (2 per quarter)
  • • PCI DSS and HIPAA compliant
  • • Third-party software add-on
    vetting (3 per quarter)
  • • PCI DSS and HIPAA compliant
Bonuses and Perks
  • • Upgrade planning workshop
  • • 1 upgrade per year for each
    supported Atlassian product
  • • Upgrade planning workshop
  • • Bonus consulting hours
  • • Up to 2 upgrades per year for each
    supported Atlassian product
  • • Upgrade planning workshop
  • • 2x bonus consulting hours
  • • Up to 2 upgrades per year for each
    supported Atlassian product

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