Do Atlassian yourself... or do it right 

(that's why we're here)

Want a hands-on, dedicated resource to manage your Atlassian tools & collaborate with your team on its configuration & place in the IT roadmap? AMS is a Proactive + Reactive tool administration service via a single point of contact, backed by Trundl's Atlassian-certified teams for whatever needs you have.

Why use Trundl for Atlassian Support?

HANDS-ON KEYBOARD

  • Workflow / Project Configuration
  • User Management / Training
  • Automation Opportunities
  • Administration / Governance

ORGANIC SCALING

  • Data Impact Behaviors
  • Permissions / Privileges
  • Capacity Planning
  • IT Roadmap Strategy
  • Prepare to Scale Atlassian
  • Legacy Application EOL
  • Change Management
  • Process Re-Engineering

IT ROADMAP GUIDANCE

2

3

1

PROACTIVE LICENSE MANAGEMENT

  • Instance Monitoring
  • Backups & Restoration
  • Incidence & Bug Fixes
  • License Co-terming

4

5

6

FLEXIBLE 

& SCALABLE

  • From 5Hrs to 120Hrs / mo 
  • Adjust Tier Mid-Contract
  • Onshore, Offshore, Hybrid
  • Includes Addon Support

ACTIVE MONITORING & INCIDENT ESCALATION

  • Pursue tickets/issue with Atlassian on your behalf
  • Solve application blockers
  • Resource utilization

The next step is easy. Reach out.

Where our Atlassian Support compares...

SELECT SUPPORT

CLOUD

SERVER

PRIORITY SUPPORT

PREMIER SUPPORT

TECHNICAL 

ACCT MGR

Engagement Type

Availability

Licenses Covered

Production Down (L1)

Serious Degradation (L2)

Moderate Impact (L3)

Limited Impact (L4)

Weekend Coverage

Atlassian-Certified Support

Phone Support

On-Call Upgrade Coverage

Application Healthchecks

Escalation Management

Post-Incident Reports

Hands-On-Keyboard Support

Continuous Improvement

Single Point of Contact

Use Case Guidance

Product Roadmap Guidance

Ad-Hoc Tool Training

 ----------------------  9-to-5  ----------------------

 24x7

 8hrs / Week

Flexible

---------------------------  Reactive Support  ---------------------------

Proactive

Analysis

Proactive + Reactive

1

Identity Manager 

Enabled Products

1

All + Addons

All

30min

Match Customer License

All

2Hr

------------  1Hr  -----------

6Hr

----------------  2Hr  -----------------

----------------  1 Business Day  ----------------

----------------  8Hr  -----------------

------------  2Hr  -----------

---------------  2 Business Days  ---------------

---------------  24Hr  ----------------

---------  L1 Only  ---------

None

All Tickets

Flexible

Dedicated Support, All Tickets

All Tickets

-----------  All Tickets  ------------

Choosing Trundl means you're investing in Jira, Confluence, and other applications as if they were your own product. We proactively maintain, improve, and scale your Atlassian instance, at an organic pace.

Frequently Asked Questions

Several of our clients already have internal resources dedicated to Atlassian Administration, and they still work with Trundl. There are 5 Main Reasons:

  1. Experience: Collectively, our team has seen, built, and supported more use cases for more types of teams than any single full-time employee.
  2. We’re Flexible: We are happy to work along side your existing administrators to improve the use and growth of the Atlassian ecosystem in your company. We are not aiming to replace people, only to enable them.
  3. Options: You can scale up or scale down your tier, mid contract.
  4. Value for Cost: We ensure you’re able to quantify why it was a good choice to work with us.
  5. Licensing Benefits

"We have an Atlassian/Jira Administrator. Why do I need this?"

Yes. Apart from choosing your Tier (# of Hrs/Mo), you also choose how much of it is spent with our onshore team and global team. Generally all AMS customers have a US-based Relationship/PM, but otherwise you tell us what you want/need.

"Can I have control over where/who my support comes from?"

Onboarding is simple. Kick-Off is entirely focused on the following:

  1. Identifying Strategic Stakeholders & Collaborators
  2. Arranging for tool Accesses & understanding Security/Access Protocols
  3. Setting & Agreeing to Communication/Meeting/Reporting Cadence, including a monthly Atlassian Steering Committee, if desired
  4. Setting up of a Service Desk Portal & building of a priority backlog of improvements

We pretty much take it from there.

"Is onboarding disruptive or complex?"

It’s up to you! Some of our customers just like to punt tasks to us through our Jira Service Desk portal, and we meet infrequently. Other customers have us deeply involved in their IT Roadmap and take advantage of regular weekly collaboration to drive Atlassian Improvement initiatives. Our service isn’t a saddle, it’s meant to lay track so you can go places!

"How much of my team’s bandwidth will be required?"

When you sign up for AMS, you can upgrade your tier as you see fit, and can downgrade your AMS to a minimum of 5hrs/mo for the remaining months, if you want. If you’re downgrading, we only ask that you downgrade once over the course of 12 months. In other words, you cannot change your tier each month. 

Consistency is important and you’ll get the best engagement/results that way.

"Once I sign an annual contract, am I locked in?"

We generally like to say… ”You select the hours, and we’ll be available to do just about any hands-on work you’d need in the Atlassian ecosystem” however, there are some understandable restrictions. Here are the main ones:

  1. Immersive / Company-wide Training: Ad-hoc Training is included in AMS
  2. Agile Coaching: We cover Agile Enablement as it relates to tool configuration, but Coaching would be considered a separate effort/cost
  3. Large/Complex Tool Deployments / Integrations / Migration Projects. These would be treated as a separate mini projects.

"What’s NOT included in AMS?"

Talk to us & see what's possible.

PREFER TO CALL?

US/CANADA: 1-510-201-9809

INDIA: 040 - 48536830

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2150 N First Street, Office 452

San Jose, CA 95131


Phone: 510-201-9909

Fax: 650-651-5885

Email: contact@trundl.com

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Nashville, TN 37219


Phone: 510-201-9809

Fax: 650-651-5885

Email: contact@trundl.com

HYDERABAD

303C, NSIC Business Park, ECIL, Hyderabad - 500062


Phone: 040 - 48536830

Email: contact@trundl.com

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