Isos Support Answers Your Most Frequently Asked Questions About Atlassian Services: Part 2

Don’t have hours to wait on hold before getting connected to a customer service representative? Me neither! That’s why I appreciate companies that offer live chat on their websites, like we do at Isos Technology. In fact, one of my responsibilities here at Isos is to answer questions that come in via live chat, and I've noticed that I get many of the same ones over and over again.

So, in this blog series (see part 1), I've rounded up all the answers to your most frequently asked questions.

General Atlassian Technical Support Inquiries

First off, I get a lot of questions (like the ones below) from people looking for general technical support.

• I’m having trouble logging into my account.
• I am receiving an error message when trying to access my Jira Cloud account.
• Is there a way to adjust my workflows so that they link directly to my email?
• Why do I keep getting assigned tickets to my personal email address instead of my work email?

If you have Atlassian tech support questions like the ones above, the Atlassian Support Site has tons of helpful resources. 

And here are 7 more of your frequently asked questions, along with answers!

1. I was hoping you would have something through OMNIA Partners, Sourcewell, TIPS, or a cooperative like that.

Unfortunately, we do not have partnerships with those organizations. GSA is the only government cooperative contract that we are able to work under. We do work with Carahsoft, but solely on a licensing front.

2. Are you L5 certified?

Isos Technology is not L5 certified at this time, but we do have a GSA contract that we use to engage with government entities.

3. Is Jira Service Management 508 compliant?

Please visit the Atlassian Accessibility page and review the VPAT documents describing how different Atlassian products address WCAG 2.1 AA (which complies with Section 508 of the U.S. Rehabilitation Act.)

4. How many Jira Service Management implementations have you done?

As an Atlassian Platinum Solution Partner, we have done several hundred Jira Service Management (formerly Jira Service Desk) implementations, so you can rest assured we bring extensive knowledge and experience pertaining to all things Atlassian. We’ve seen it all, we’ve done it all, and we are fully confident that we will provide the best services for your organization’s Atlassian needs. 

5. I’m looking for Jira training certifications. Where can I access them?

Atlassian offers a few free courses on their website with certifications. Here is a link with more information on how to get certified. 

6. Are Jira Roadmaps and Advanced Roadmaps available on-prem?

For users with Jira Software Data Center licenses, Advanced Roadmaps is available to download for free. Users have access to the latest version of Atlassian applications as long as the licensing renewal payment is up to date. For more information, visit this Atlassian page. 

7. Can you explain the difference between managed services and professional services?

Managed services are typically built around a set of services that need to be delivered on an ongoing basis or a specific number of hours per month that our experts can dedicate to a client to use in the way that best meets their needs at the time.

Professional services are more likely to be one-time projects focused on helping clients achieve a specific goal, like an implementation or a cloud migration. With professional services, our team outlines a process, estimates the total number of hours needed for the work to be done, and provides an estimated timeline for completion.