Support and Maintenance | New Verve Consulting

Managed Support

When you purchase an Atlassian subscription, Atlassian bundles support appropriate to your plan (e.g. Standard plans include ‘Select’ support which provides an initial response SLA for business days between 9 and 5).

New Verve support

To get flexible support coverage, adjusted to your needs, New Verve can support you directly. Our fully-managed support plans are flexible with no limitations on what you can ask. It’s up to you how you use your support hours.

Remote support (with local support provided in Scotland)
Coverage for Atlassian products and Marketplace apps
Coverage for all of your users, not just admins or named contacts
Solid Service Level Agreements
Access to a 24-hour user-friendly service desk
Telephone and remote support
Insights and proactive recommendations that align with your specific needs

We provide two main service plans: Standard and Premium. If you’d like to discuss your Enterprise needs, please reach out to our team.

Each of our plans includes a provision of support hours to cover your high-priority needs. If you need additional help to set up, configure, and administer your Atlassian applications, you have the option to purchase additional support hours.

Atlassian (bundled) support

Premier support

Bundled with Enterprise Cloud subscriptions, Premier Support gives your Enterprise teams access to a dedicated team committed to delivering higher level SLAs, health checks, and account on-boarding and familiarity.

Premium support

This is included in Premium Cloud subscriptions and includes a 99.9% uptime SLA, unlimited storage, and 24/7 support with one hour response times for critical issues.

Priority support

If you’re on Data Center, Priority Support is bundled with most of your products. This gives your admin users access to dedicated SLAs with 24/7 coverage for critical issues, faster triage, and faster resolutions.

FAQs

Which support offering is best for us?
New Verve’s fully managed support option is a better choice for your business if you are seeking:
- tailored support
- lower prices that align with your budget as a small or medium-sized business
- coverage for non-Atlassian products (e.g. eazyBI, Tempo)
- support coverage for all users of your Atlassian software, not just admins or named contacts
What products does New Verve support?
We are experts in all things Atlassian. We provide consulting and support across Cloud and Data Center:
Our team of consultants have a wide and deep knowledge across many Marketplace apps, including (but not limited to):
- Adaptavist Scriptrunner
- eazyBI
- Projectrak
- RefinedTheme
- the Tempo product suite
- Zephyr Test Management
What value does New Verve add?
In addition to maintaining and supporting your services, we proactively provide your team with useful insights and recommended best practices. Our experts are on hand to ensure you are getting maximum value from the tools you use.

Support hours cover assistance to all end-users whether they are administrators, project leads, or team members. For example, we can help with:
- user and group management
- security and permissions
- project configuration (e.g. dashboards)
- automation and Atlassian Intelligence features
- user communications (e.g. emails, announcements, notifications)
- layouts and design
- application troubleshooting
- Confluence space administration (e.g. imports, exports, templates)
- Jira Kanban and Scrum boards
- Jira issue types, fields, and screens
- Jira workflows
- Jira and Confluence integration
- Jira and Confluence add-on installation and configuration
- advanced user features such as macros and JQL
Where can I raise a support request?

We provide a 24-hour user-friendly service desk, where you can raise and track unlimited requests.

Need a quote?

We understand that different companies have different needs. There is no one size fits all. That’s why we provide bespoke solutions for all our clients.

Simply call us on +44 141 674 9505 or email us at info@newverveconsulting.com and we’ll be happy to help.