Overview

Every Optimizory license includes Standard Support at no additional cost. For organizations where Jira is mission-critical and downtime carries real operational or compliance impact, we offer Premium Support, an optional paid tier delivering 24/7/365 coverage, faster resolution, dedicated escalation, and a direct line to our senior engineers. Premium Support is built for enterprise and federal teams that need guaranteed availability outside business hours, predictable response times for critical issues, and a support relationship that already knows their environment.

Standard Support stays free. Premium Support is an upgrade, not a replacement. Your Standard Support entitlement continues exactly as it is.

Launching Jul 1, 2026

Apps covered: RMsis - Requirements Management for Jira

Book a call: https://calendly.com/optimizory-support/30min

What Premium Support Includes

Your tickets route straight to senior engineers who know our products at depth. No first-line queue, no repeating context to a new agent each time.

When an issue needs the product team, Premium Support tickets move to the front of the development escalation queue and are actively coordinated through to resolution, not handed off and forgotten.

For anything complex, we get on a live call. Screen shares, walkthroughs, and real-time troubleshooting instead of a long back-and-forth over tickets.

Scheduled health checks across your production and staging environments to catch configuration drift early, confirm you are on supported versions, and flag anything that could cause problems before it does.

At the start of your Premium Support engagement we capture and document your setup: Jira version, deployment type, installed apps, key configurations, and any past issues. That context stays on file so every ticket starts with us already understanding your environment.

Critical issues stay actively worked through our global coverage model. Urgency is maintained across time zones so a Severity 1 raised at any hour keeps moving toward resolution.

Coverage and Service Levels

Standard Support

Standard Support provides an 8-hour SLA, delivered by our team in India during IST business hours. It is included free with every license. Given the time-zone overlap, a ticket raised at the end of your workday is typically answered before you are back at your desk.

Premium Support

Premium Support provides 24/7/365 availability, dedicated escalation paths, a dedicated support channel for your team, and priority severity targets listed below.

Weekend and Holiday Coverage

Premium Support covers weekends and holidays. Critical issues are handled regardless of the calendar.

Phone and Call Support

Direct call support is available to Premium Support customers for live troubleshooting and escalation.

Severity Response Times

Capability	Standard Support	Premium Support

Capability	Standard Support	Premium Support
Deployment options	Data Center and Cloud	Data Center and Cloud
Self-help resources and documentation	INCLUDED	INCLUDED
Community support	INCLUDED	INCLUDED
Customer portal access	INCLUDED	INCLUDED
Hours of availability	IST business hours	24/7/365
Severity 1 (production down / critical)	8 business hours	1 hour
Severity 2 (serious degradation)	12 business hours	4 hours
Severity 3 (moderate impact)	24 business hours	8 hours
Severity 4 (low impact / general question)	48 business hours	1 business day
Dedicated senior support engineers	NOT INCLUDED	INCLUDED
Phone and call support	NOT INCLUDED	INCLUDED
Development escalation priority	NOT INCLUDED	INCLUDED
Onboarding and environment familiarity	NOT INCLUDED	INCLUDED
Health checks (production and staging) (If end users allows to run)	NOT INCLUDED	INCLUDED (Quarterly)
Dedicated escalation management	Standard	Dedicated paths
Post-incident summary on critical issues	NOT INCLUDED	INCLUDED
Apps covered	All	RMsis - Requirements Management for Jira
Price	-	$20,000/year

Severity definitions: Sev 1 = system unusable or production down with no workaround. Sev 2 = major feature impaired, significant business impact, no reasonable workaround. Sev 3 = partial or non-critical impact with a workaround available. Sev 4 = general questions, minor issues, or requests for information.

Terms and Conditions

Eligibility

Named Contacts. Requests must be filed by designated named contacts on your account. Each named contact must use an individual email address on your company domain. Named contacts are not shared mailboxes or group aliases, and credentials must not be shared. You can update your list of named contacts at any time.
Active and Current License. The underlying Optimizory app license must be active and current. Premium Support covers the licensed app on a supported, maintained instance.
Timely Information and Logs. Effective support depends on getting the right information quickly. You agree to provide relevant configuration details, logs, and environment information in a timely manner so our team can drive root cause analysis and resolution.

What Premium Support Does Not Cover

Tickets raised by anyone other than your named contacts.
Instances running on an expired or inactive license.
Customized versions of our apps where the original product code has been modified.
Issues caused by third-party apps or integrations not built by Optimizory.
Feature requests, bug-fix commitments, or roadmap guarantees (handled through our standard product process).
Product training or implementation consulting.
On-site work or travel. Support is delivered remotely through the customer portal, screen shares, calls, and other electronic means.
Non-English language support.
Remote administration of your environment on your behalf.

Additional Policies

All Optimizory apps are sold and billed through the Atlassian Marketplace. Licensing, renewals, and billing follow Atlassian's terms.
For US federal procurement, Optimizory apps can be acquired through Carahsoft Technology, which supports BPAs and other federal contract vehicles.
Premium Support is an Optimizory service delivered directly by Optimizory. It is separate from Atlassian's own support offerings.

Last updated: Jun 18, 2026. Premium Support launches Jul 1, 2026. For current pricing and severity targets for your user count, contact us at support@optimizory.com or book a call: https://calendly.com/optimizory-support/30min

Optimizory Premium Support: Features, Coverage, and Terms