100 % effort for 360° Atlassian Support Solutions

Are your teams struggling with bugs in IT systems like Jira and Confluence? Do you wish for an expert for migration, installation and system adaptation? When questions, bugs and wishes appear in your daily routine, you are in need of a flexible and reliable Atlassian support partner like Actonic.

We are your problem solver and company of action. With short response time we enable a stable Atlassian environment and support you in:

Questions concerning your Atlassian toolstack
installation and login problems
and with individual development requirements

Advantageous all around

German- & English-speaking support

Proactive support for complete Atlassian toolstack

Guaranteed SLAs & better Performance

Flexible & customized supporting contracts

Collaboration with partners

Individual solutions & developments

Powerful IT support for powerful teams

Our support packages

With our individually customized support packages for Jira, Confluence and Co., you are able to stay focused on what you can do best – your daily business. Our international Atlassian support team, partially based in Stuttgart, is taking care of the rest!

Scope	Silver	Gold	Platinum
Pricing	up from 8.000 € / year up from 700 € / month	up from 14.000 € / year up from 1.200 € / month	up from 25.000 € / year up from 2.000 € / month
Response time	48 hours	24 hours	Incidents 2 hours Others 8 hours
Availability	Mo-Fr 9am-5pm	Mo-Fr 9am-5pm	Mo-Su 7am-7pm
Allocation per year / month	5 days per year / callable max. 1 day per month	10 days per year / callable max. 2 days per month	15-25 days per year / callable max. 5 days per month
Mail Support
Service Hotline
1st, 2nd & 3rd Level Support
Application support & consulting
Escalation management

Found the right package? Have individual requirements?

You can rely on our IT support team if ...

… a problem occurred and you need a quick solution for Jira or Confluence.
… you are looking for a long term solution for your Atlassian IT system or plugins.
… you are planning on extending your workflows and processes.
… you would like to save costs.
… you have questions for your current Atlassian software.
… you are installing or migrating new software and apps or have done so in the past.
… you wish for more efficiency & contentment of your users.

“Having access to a reliable support service can be a game changer for your business. At Actonic, we’re always prompt in responding and provide clear and customized solutions tailored to your requirements. We’ll help you on your way to success while you can focus on growing your business.”

Mehmet Salih Büyücek

Atlassian Consultant

You are in good hands.

These companies are unfolding their potential with us:

ASEKURADO

“In order to optimize internal technical processes, we were looking for a flexible and trustworthy expert with a wide knowledge base in IT. In Actonic we were able to find a strong partner and would like to say thank you for quick implementations!”

Kai Doerk

CEO, ASEKURADO Versicherungsmakler GmbH

SENEC

“Again, Actonic has supported us with its expertise and delivered great results which were quickly implemented in a productive environment.”

SENEC GmbH, Leipzig

Softwareplant

“We really enjoy cooperating with Actonic. It’s fun and has produced some great outcomes!“

Adriana Fibingier-Pawelska

Communications and Partner Relations, SoftwarePlant

360° support with extensively, individual solutions

As Actonic partner you need support for your upcoming projects?
For trouble-free business processes you are looking for support experts?

Most common questions answered

Why is a good Atlassian toolstack support so important?

Oftentimes Jira, Confluence and Co. are crucial for daily business of agile teams, which is why they should work perfectly.

In order to maintain a great user experience and productive daily business for Atlassian users of different systems, instances, tools and apps an agile and experienced support team is requested – for installation, daily use and individual development. With the external, on-demand support from Actonic you save unnecessary support costs.

Where are our support clients coming from?

Our support customers belong to various industries and company sizes. They contact us after successful consultation, implementation projects or training sessions.

In addition to that we also collaborate with our partners in case of capacity shortage for support projects.

What are common support requests?

Users have issues with installing Atlassian tools
Users have issues with logging into Atlassian tools
Users have issues with permission settings
Users need help with handling of an app
Users are not able to find different buttons, custom fields etc.
Customers request assistance with project creation in Jira or Confluence
Customers would like to add new apps and need assistance
Customers would like to reach out to other app vendors to talk about implementation

How to request Actonic's support service?

In order to request our support service, you simply send a non-committal request through our contact buttons on this page. Afterwards we will get in touch with you with an offer or to discuss the details. When the support contract is set up, we will start with working on your support requests.

Send in support request

Who is, generally speaking, sending in support requests?

Setting up a support contract is mostly done by stakeholders, managing executives, team or project leads and system admins. Sending in single requests can be done by system users themselves or by their supervisors, e.g. admins. This can be defined in your support contract.

Who is taking care of my support requests?

Our support team is divided into 3 level: 1st, 2nd and 3rd Level. Depending on the topic and its’ complexity your request will be categorized and taken care of. Our support team is bilingual (German and English) with a respective IT background. Your benefit: Our support team is not only working on your tickets, but giving you additional advice to some degree as well.

What is the difference between 1st, 2nd and 3rd level support?

1st Level

First customer contact
Classification & Documentation
Issue analysis
Quick first solutions for smaller problems & requests (e.g. creating project, permission adjustments)
Forwarding to 2nd level support

2nd Level

IT specialists
Installation & issue solving
Contacting other vendors
Checking app documentations for you
Maintenance (of database)
Frontend & backend support

3rd Level

IT experts / software developers
Expert knowledge & solutions
Setting up test environments
Research & development of new solutions

What happens when my support request takes more time than contracted?

When you booked contingent is used up, but further requests appear, we will get in contact and discuss a contact renewal.

Questions?

We have merged our Atlassian licensing and consulting business with our partners over at Seibert Group. The Actonic apps will continue to be developed by the same caring team as before.