As authorized providers of Level 1 support for Atlassian software products, RightStar is your first line for prompt, reliable issue resolution. In addition, RightStar is your liaison with Atlassian and selected third-party plugin vendors, resolving issues requiring Atlassian Level 3 support on your behalf. RightStar L1 support provides you with access to the most current releases and versions of your product, including any fixes, patches or workarounds.
RightStar offers technical support at two levels: Fast-Track and 24x7 Continuous.
Fast-Track and Continuous Support both include:
- Priority attention to your call
- Current releases and versions of your product
- Fixes, patches or workarounds specific to your software
- Direct access to Customer Service to report issues via phone, email or website (self-service)
- Availability to technicians who have been trained to provide prompt, comprehensive and accurate issue resolution
- 24x7 availability of knowledge base, tech docs, and best-practice documentation via self-service
- Coordination of efforts with vendor, operations and sales to address issues that you have opened or reported
- Log incident with Atlassian as appropriate and document reported issues. We make every attempt to resolve the issue on a first-call basis. When that's not possible, we work with the customer and Atlassian through to resolution.
- Answers to your questions about the application and best practices; where to find additional information
- Troubleshooting of existing business automation process, advice for new implementation of business automation, and suggestions for changes to existing business rules
Fast-Track Support guarantees a one-hour response from the Technical Support Center during business hours for Severity 1 issues.
24x7 Continuous Support guarantees a one-hour response from the Technical Support Center 24 hours a day, seven days a week for Severity 1 issues, and includes additional services.
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