Emergency Atlassian products support available 24x7 and ongoing proactive Atlassian products maintenance so your enterprise doesn’t experience an emergency in the first place.

Whenever you need support, Appnovation will be there. Our expert Atlassian support team offers 24x7 assistance, with all your Atlassian product software issues. Our Atlassian support and maintenance experts will determine the problem and deliver the solution. From easy fixes to complex, multi-technology ones, our Atlassian support packages are affordable, reliable and never take a holiday because our experts are ALWAYS available. We also provide ongoing maintenance so your enterprise doesn't need emergency support in the first place. 

We are an enterprise grade support and maintenance managed services solution for those enterprise level entities who want and need experts on hand to handle their issues as they happen as well as diagnose them before they happen. 

Package
Business
Corporate
Enterprise
Enterprise +
osCaddie - Seat
(24/7/365 Portal
Phone, Email)
Max 1 User
Max 3 Users
Unlimited users
Unlimited users
Scale
(Number of Servers
and URLs)
Low
Low
Medium
High
Complexity
Low
Low
Medium
High
Volume
Low
Medium
High
High
Reviews
(Monthly Subscription Review,
Quarterly needs/
strategy reviews, Annual
architecture reviews)
Quarterly Review Only
 
 
 
Monthly Expert
Hours Included
Up to 5hrs
Up to 18hrs
Up to 45hrs
Custom
On Demand
Expert Hour Rate
$180/hr
$160/hr
$150/hr
Custom
Services

Technologies
Atlassian
Pre-Onboarding Remediation
Any work required to bring site
to minimum specification will be
scoped and priced outside of
Managed Services
Not Included
Not Included
Not Included
Not Included
Service Level Objective
 
 
 
 
 
P1: 1 Hr Response, 24 hr Mean Time To Repair (MTTR)
P2: 2 Hr Response, 48 hr MTTR
P3: 4 Hr Response, 3 day MTTR
P4: 24 Hr Response, 1 wk MTTR
P5: 48 Hr Response, 1 wk MTTR
Strategic Reviews
Monthly Subscription Review,
Quarterly Needs/
Strategy Review,
Annual Architecture Review
Quarterly Review Only
Quarterly Review Only
 
 
Expedited Project Management
(Project Management, scoping,
SOW and contracts)
 
 
 
 
Portal Access
ticket logging and tracking.
Detailed Monthly Report.
Unlimited Tickets submission
 
 
 
 
Dedicated Subscription
Manager
 
 
 
 
Option to Purchase Expert
Hour Services Packages
 
 
 
 
Program Specific Services

Self-Help Resources Support
 
 
 
 
Online Ticket Creation
 
 
 
 
24hr Weekday Coverage
 
 
 
 
Weekend Coverage
 
 
 
 
Weekday Business Hours
Phone Support
 
 
 
 
24hr Phone Support
 
 
 
 
Mission Critical Response
 
 
 
 
Base Application Support
 
 
 
 
Custom Application Support
(Enhancements / Mods & Changes)
 
 
 
 
Custom Plugin Development
No
(Available on Demand)
No
(Available on Demand)
No
(Available on Demand)
No
(Available on Demand)
Custom Application Development
 
 
 
 
Staffed Only with Dedicated
Senior Engineers
 
 
 
 
Development Escalation Priority
 
 
 
 
Health Checks & Preventative
System Analysis
 
 
 
 
On-Boarding and Environment Familiarity
 
 
 
 
Global Warm Handoffs for
Critical Issues
 
 
 
 
Post-Incident Report Requests
 
 
 
 
Strategic Review
 
 
 
 
Vendor Management
 
 
 
 
Dedicated Technical Manager
 
 
 
 
Option to Purchase Additional
Atlassian Expert Hour Services Packages

5 Hours / mo.= $875 / mo
10 Hours / mo.= $1750 / mo
25 Hours / mo. = $4000 / mo
50 Hours / mo. = $8000 / mo
100 Hours / mo. = $15000 / mo
No Discount
12% Discount
17% Discount
Custom
Included Services
Site Discovery and Review
  • Size and Complexity
  • Gather Support Docs
 
Onboarding
  • Open Ticket Review
  • Technical Review
  • Code Review
  • Portal Setup
  • Set Up Billing and Ticket Flow
  • Welcome Package
  • Portal and Wiki Training
  • Configure Backup
  • Configure Monitoring
Unlimited Services
Tickets created for any of the below services will be completed within 60 minutes maximum then draws from Expert Hours / Expert Support Services
  • Basic Application Support
  • Ticket Estmates
  • Basic Vendor Management Requests
  • Change Management
  • Licence Management
  • Minor Maintenance Requirements
  • Minor BG Fixes / Patches
  • Minor Software Patches
  • Basic Website Work (ie Content Changes, Ba- sic Code Changes)
Optional
Expert Support Services
Tickets created for any of the below services, such that the ticket will take more than 60 minutes to complete, (Submission of a ticket grants approval for work up to 4 hours.)
  • Application Support
  • Major Maintenance Requests & Coordination
  • Major Maintenance Requests
  • Major Bug and Security Fixes / Patches
  • Major Software Patches
  • Major Security
  • Intermediate and Major Website Work (ie any request for code change to the web- site, or major page / site revisions)
Package
Business
osCaddie - Seat
(24/7/365 Portal,
Phone, Email)
Max 1 User
Scale
(Number of Servers
and URLs)
Low
Complexity
Low
Volume
Low
Reviews
(Monthly Subscription Review,
Quarterly needs/
strategy reviews, Annual
architecture reviews)
Quarterly Review Only
Monthly Expert
Hours Included
Up to 5hrs
On Demand
Expert Hour Rate
$180/hr
Technologies
Atlassian
Pre-Onboarding Remediation
Any work required to bring site
to minimum specification will be
scoped and priced outside of
Not Included
SLO
 
  P1: 1 Hr Response, 24 hr MTTR
P2: 2 Hr Response, 48 hr MTTR
P3: 4 Hr Response, 3 day MTTR
P4: 24 Hr Response, 1 wk MTTR
P5: 48 Hr Response, 1 wk MTTR
Strategic Reviews
Monthly Subscription Review,
Quarterly Needs/
Strategy Review,
Annual Architecture Review
Quarterly Review Only
Expedited Project Management
(Project Management, scoping,
SOW and contracts)
 
Portal Access
ticket logging and tracking.
Detailed Monthly Report.
Unlimited Tickets submission
 
Dedicated Subscription
Manager
 
Option to Purchase Expert
Hour Services Packages
 
Self-Help Resources Support
 
Online Ticket Creation
 
24hr Weekday Coverage
 
Weekend Coverage
 
Weekday Business Hours
Phone Support
 
24hr Phone Support
 
Mission Critical Response
 
Base Application Support
 
Custom Application Support
(Enhancements / Mods & Changes)
 
Custom Plugin Development
No
(Available on Demand)
Custom Application Development
 
Staffed Only with Dedicated
Senior Engineers
 
Development Escalation Priority
 
Health Checks & Preventative
System Analysis
 
On-Boarding and Environment Familiarity
 
Global Warm Handoffs for
Critical Issues
 
Post-Incident Report Requests
 
Strategic Review
 
Vendor Management
 
 
Dedicated Technical Manager
 
 
Option to Purchase Additional
Atlassian Expert Hour Services Packages

5 Hours / mo.= $875 / mo
10 Hours / mo.= $1750 / mo
25 Hours / mo. = $4000 / mo
50 Hours / mo. = $8000 / mo
1000 Hours / mo. = $15000 / mo
No Discount
Package
Corporate
osCaddie - Seat
(24/7/365 Portal,
Phone, Email)
Max 3 Users
Scale
(Number of Servers
and URLs)
Low
Complexity
Low
Volume
Medium
Reviews
(Monthly Subscription Review,
Quarterly needs/
strategy reviews, Annual
architecture reviews)
 
Monthly Expert
Hours Included
Up to 18hrs
On Demand
Expert Hour Rate
$160/hr
Technologies
Atlassian
Pre-Onboarding Remediation
Any work required to bring site
to minimum specification will be
scoped and priced outside of
Not Included
SLO
 
  P1: 1 Hr Response, 24 hr MTTR
P2: 2 Hr Response, 48 hr MTTR
P3: 4 Hr Response, 3 day MTTR
P4: 24 Hr Response, 1 wk MTTR
P5: 48 Hr Response, 1 wk MTTR
Strategic Reviews
Monthly Subscription Review,
Quarterly Needs/
Strategy Review,
Annual Architecture Review
Quarterly Review Only
Expedited Project Management
(Project Management, scoping,
SOW and contracts)
 
Portal Access
ticket logging and tracking.
Detailed Monthly Report.
Unlimited Tickets submission
 
Dedicated Subscription
Manager
 
Option to Purchase Expert
Hour Services Packages
 
Self-Help Resources Support
 
Online Ticket Creation
 
24hr Weekday Coverage
 
Weekend Coverage
 
Weekday Business Hours
Phone Support
 
24hr Phone Support
 
Mission Critical Response
 
Base Application Support
 
Custom Application Support
(Enhancements / Mods & Changes)
 
Custom Plugin Development
No
(Available on Demand)
Custom Application Development
 
Staffed Only with Dedicated
Senior Engineers
 
Development Escalation Priority
 
Health Checks & Preventative
System Analysis
 
On-Boarding and Environment Familiarity
 
Global Warm Handoffs for
Critical Issues
 
Post-Incident Report Requests
 
Strategic Review
 
Vendor Management
 
Dedicated Technical Manager
 
Option to Purchase Additional
Atlassian Expert Hour Services Packages

5 Hours / mo.= $875 / mo
10 Hours / mo.= $1750 / mo
25 Hours / mo. = $4000 / mo
50 Hours / mo. = $8000 / mo
1000 Hours / mo. = $15000 / mo
12% Discount
Package
Enterprise
osCaddie - Seat
(24/7/365 Portal,
Phone, Email)
Unlimited users
Scale
(Number of Servers
and URLs)
Medium
Complexity
Medium
Volume
High
Reviews
(Monthly Subscription Review,
Quarterly needs/
strategy reviews, Annual
architecture reviews)
 
Monthly Expert
Hours Included
Up to 45hrs
On Demand
Expert Hour Rate
$150/hr
Technologies
Atlassian
Pre-Onboarding Remediation
Any work required to bring site
to minimum specification will be
scoped and priced outside of
Not Included
SLO
 
  P1: 1 Hr Response, 24 hr MTTR
P2: 2 Hr Response, 48 hr MTTR
P3: 4 Hr Response, 3 day MTTR
P4: 24 Hr Response, 1 wk MTTR
P5: 48 Hr Response, 1 wk MTTR
Strategic Reviews
Monthly Subscription Review,
Quarterly Needs/
Strategy Review,
Annual Architecture Review
 
Expedited Project Management
(Project Management, scoping,
SOW and contracts)
 
Portal Access
ticket logging and tracking.
Detailed Monthly Report.
Unlimited Tickets submission
 
Dedicated Subscription
Manager
 
Option to Purchase Expert
Hour Services Packages
 
Self-Help Resources Support
 
Online Ticket Creation
 
24hr Weekday Coverage
 
Weekend Coverage
 
Weekday Business Hours
Phone Support
 
24hr Phone Support
 
Mission Critical Response
 
Base Application Support
 
Custom Application Support
(Enhancements / Mods & Changes)
 
Custom Plugin Development
No
(Available on Demand)
Custom Application Development
 
Staffed Only with Dedicated
Senior Engineers
 
Development Escalation Priority
 
Health Checks & Preventative
System Analysis
 
On-Boarding and Environment Familiarity
 
Global Warm Handoffs for
Critical Issues
 
Post-Incident Report Requests
 
Strategic Review
 
Vendor Management
 
Dedicated Technical Manager
 
Option to Purchase Additional
Atlassian Expert Hour Services Packages

5 Hours / mo.= $875 / mo
10 Hours / mo.= $1750 / mo
25 Hours / mo. = $4000 / mo
50 Hours / mo. = $8000 / mo
1000 Hours / mo. = $15000 / mo
17% Discount
Package
Enterprise +
osCaddie - Seat
(24/7/365 Portal,
Phone, Email)
Unlimited users
Scale
(Number of Servers
and URLs)
High
Complexity
High
Volume
High
Reviews
(Monthly Subscription Review,
Quarterly needs/
strategy reviews, Annual
architecture reviews)
 
Monthly Expert
Hours Included
Custom
On Demand
Expert Hour Rate
Custom
Technologies
Atlassian
Pre-Onboarding Remediation
Any work required to bring site
to minimum specification will be
scoped and priced outside of
Not Included
SLO
 
  P1: 1 Hr Response, 24 hr MTTR
P2: 2 Hr Response, 48 hr MTTR
P3: 4 Hr Response, 3 day MTTR
P4: 24 Hr Response, 1 wk MTTR
P5: 48 Hr Response, 1 wk MTTR
Strategic Reviews
Monthly Subscription Review,
Quarterly Needs/
Strategy Review,
Annual Architecture Review
 
Expedited Project Management
(Project Management, scoping,
SOW and contracts)
 
Portal Access
ticket logging and tracking.
Detailed Monthly Report.
Unlimited Tickets submission
 
Dedicated Subscription
Manager
 
Option to Purchase Expert
Hour Services Packages
 
Self-Help Resources Support
 
Online Ticket Creation
 
24hr Weekday Coverage
 
Weekend Coverage
 
Weekday Business Hours
Phone Support
 
24hr Phone Support
 
Mission Critical Response
 
Base Application Support
 
Custom Application Support
(Enhancements / Mods & Changes)
 
Custom Plugin Development
No
(Available on Demand)
Custom Application Development
 
Staffed Only with Dedicated
Senior Engineers
 
Development Escalation Priority
 
Health Checks & Preventative
System Analysis
 
On-Boarding and Environment Familiarity
 
Global Warm Handoffs for
Critical Issues
 
Post-Incident Report Requests
 
Strategic Review
 
Vendor Management
 
Dedicated Technical Manager
 
Option to Purchase Additional
Atlassian Expert Hour Services Packages

5 Hours / mo.= $875 / mo
10 Hours / mo.= $1750 / mo
25 Hours / mo. = $4000 / mo
50 Hours / mo. = $8000 / mo
1000 Hours / mo. = $15000 / mo
Custom
Included Services
Site Discovery and Review
  • Size and Complexity
  • Gather Support Docs
 
Onboarding
  • Open Ticket Review
  • Technical Review
  • Code Review
  • Portal Setup
  • Set Up Billing and Ticket Flow
  • Welcome Package
  • Portal and Wiki Training
  • Configure Backup
  • Configure Monitoring
Unlimited Services
Tickets created for any of the below services will be completed within 60 minutes maximum then draws from Expert Hours / Expert Support Services
  • Basic Application Support
  • Ticket Estmates
  • Basic Vendor Management Requests
  • Change Management
  • License Management
  • Minor Maintenance Requirements
  • Minor Background Fixes / Patches
  • Minor Software Patches
  • Basic Website Work (i.e. Content Changes, Basic Code Changes)
Optional
Expert Support Services
Tickets created for any of the below services, such that the ticket will take more than 60 minutes to complete, (Submission of a ticket grants approval for work up to 4 hours.)
  • Application Support
  • Major Maintenance Requests & Coordination
  • Major Maintenance Requests
  • Major Bug and Security Fixes / Patches
  • Major Software Patches
  • Major Security
  • Intermediate and Major Website Work (ie any request for code change to the web- site, or major page / site revisions)
24x7 Atlassian Support Services

24/7/365 Atlassian Support - Our global Managed Services team is staffed around the clock with some best technology and Atlassian experts on the planet. Providing support via the osCaddie portal, our customer success team can deliver remote deskside support utilizing award winning remote tools that allow staff to share screens with clients in order to rapidly diagnose and resolve emergent issues.

Disaster Recovery - Appnovation can provide disaster recovery services inclusive of providing emergency hosting and support in the event that current service providers are unable to meet their obligations. Depending on the specific customer needs, we can commit to having a fully functional service restored with an alternate provider in as little as 30 minutes.

Environment Backup & Restore - Appnovation offers an automated cloud-based backup and restore process to ensure the environments we support are backed up offsite providing complete peace of mind and allowing us to engage our multi-cloud disaster recovery process should it be required.

Ongoing Atlassian Maintenance

Maintenance of Environments -

  • Security Patching - Our Appnovation maintenance team ensures that all systems under management are patched, secured and aligned with current industry best practices for maintaining large scale production systems.

  • Application Development Support Business - Drawing from the same resource pool as Appnovation Technology Enabled Services, Managed Services is able to provide development services for clients. This may be in the form of bug fixes or, in some cases, a method for assisting clients in the implementation of a continuous improvement/continuous delivery solutions.

  • Static Source Code Analysis - Appnovation can provide both automated and manual source code analysis to ensure that code is checked for errors (such as CSRF or SQL injection) before it enters a production environment, minimizing the risk of both downtime and possible exposure to potential compromise.

  • Code Review Analysis - Appnovation can act as a trusted third party to provide code audits and review. Drawing from our global pool of experts, many of whom are heavily involved in contributing to the products themselves, we are able to offer a world-leading review process.

Architecture Review & Capacity Planning - Ensuring all environments are kept inline with current best practices, this essential section of a Managed Services contract gives us the opportunity to continue the architectural discussion about the solutions and how it fits with the rapidly evolving business environment, both internal and external.

Service Management Review - Appnovation assigns a dedicated Managed Services Subscription Manager (SM) to act as the overall point of contact for each client's MS account and related contracts. The SM is a resource focused entirely on client overall satisfaction and serves as an escalation point for issues and requests. In addition, the SM takes on the role of coordinating monthly meetings with clients to help oversee the smooth running of their MS account and contracts.

Atlassian Products We Support & Maintain

Our Atlassian experts can provide digital solutions using any of the following software and Atlassian products:  

Plan, Track and Support

  • Jira Software (Project and issue tracking)

  • Jira Service Desk (IT service desk and customer service)

  • Jira Core (Essential business management)

  • Status Page (Incident communication)

Collaborate and Chat

  • Confluence Document Collaboration

  • Trello Collaborate (visually on any project)

  • Hipchat Team (chat, video, file sharing)

Code, Ship and Build

  • Bitbucket Git Code Management

  • SourceTree Git and Mercurial Desktop Client

  • Bamboo Integration and Release Management

Atlassian Managed Services Benefits for the Enterprise

Managed Services Benefits

  • A Single Point of Contact (SPOC) for operational support and maintenance of complex multi-vendor environments.

  • 24/7/365 access to the osCaddie customer portal where customers can access the service desk to raise support tickets and feature requests.

  • 24/7/365 access to the emergency support line staffed by a dedicated support team for rapid issue response and resolution.

  • Issues raised via the portal are triaged and assigned to the correct stakeholder and tracked.

  • In addition to our Atlassian Gold Solutions partnership, we are also able to leverage our strong business partnerships with other major open technology vendors such as Acquia (Preferred Partner), MuleSoft (Premium), Alfresco (Platinum), Google, Magento, Janrain and more.

  • Support and maintenance for ALL Atlassian products available

  • Best practices, as well as the latest innovations, are researched and deployed to meet client support and maintenance needs.

Customers may continue to contact partner support directly, but by using osCaddie's support process they gain the added advantage of the strong ties we have with our hosting partners culminating in even faster turnaround times which otherwise may not be possible.

The osCaddie portal offers a custom and rapid escalation process which allows users to instantly escalate a support case to our success management team. This feature has allowed us to achieve just over 98% "Excellent" (5/5) rating thus far from our support customers.

Working with Appnovation
Four Subscription Pricing Options
Four Subscription Pricing Options
We provide options when it comes to Atlassian support and maintenance. Four different levels of support and maintenance services designed to meet both budget and need.
Proven, Reliable & Rapid Support
Proven, Reliable & Rapid Support
We not only have Atlassian experts ready to help, but our enterprise support and maintenance team includes pros across a variety of technology platforms and applications.
24x7 Atlassian Support & Maintenance
24x7 Atlassian Support & Maintenance
Not only are we there to help whenever you need it, we are also proactively doing everything we can to make sure that need never happens in the first place.
Dedicated Lines of Communication
Dedicated Lines of Communication
We provide a single point of contact and offer 24/7/365 access to both our osCaddie support portal AND an emergency support line staffed by a dedicated support team.
Customer Satisfaction
Customer Satisfaction is the #1 Priority
Our managed services division has achieved a documented just over 98% “Excellent” (5/5) rating thus far from our support customers.
Why Appnovation for Atlassian Support and Maintenance
Achieved just over 98% "excellent" (5/5) rating from current support customers
Annual subscription based pricing model for support and maintenance services
Atlassian Gold Solutions Partner
Clients can be hosted anywhere, internal or external
Cross-functional team of experts based in North America, Europe & Asia
Dedicated customer support portal with 24/7/365 access
Emergency support capabilities 24/7/365 with dedicated expert staff
Full suite of Atlassian products support and maintenance services offerings
Multi-disciplinary team of experts certified & experienced in a plethora of techs
Proven track record of successfully providing support and maintenance
Single point of contact for continued operational support and maintenance
Brands that Trust Us
Featured Atlassian Project
Atlassian Jira Migration
Pfizer
Pfizer, Inc. is an American multinational pharmaceutical corporation headquartered in New York City, with its research headquarters in Groton, Connecticut. It is one of the world's largest pharmaceuti...
Get In Touch & Get Started Today!

Want or need 24x7 Atlassian products support to handle even the most critical of issues when they arise?  Looking for ongoing Atlassian products maintenance to address those issues proactively so they never arise in the first place? We can most definitely help! Appnovation can provide the “on call”, “at your service” and “emergency” support you need around the clock as well as maintain even the most complex of enterprise Atlassian environments. Its our high level and comprehensive services that have garnered our Managed Services team a 98% "Excellent" (5/5) rating thus far from our support and maintenance customers. So if you are shopping for a new vendor or looking to make a change from your existing one, make sure you check out what we have to offer and talk to us.