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Jira Managed Service Subscription
Make Jira support predictable, documented and easier to govern.
Establish a dependable picture of your Jira environment, then use reserved monthly capacity for administration, configuration support, troubleshooting and practical advice—through one controlled support channel.
Response objectives apply during the published service window. This is a managed support service, not a 24/7 emergency restoration service.
One governed channel
Visible priorities, time tracking and written approval before extra capacity is used.
Environment baseline
AUD $3,000
One-time documented current-state review
Managed support
AUD $2,000/month
Up to 8 support hours each month
Approved extra time
AUD $200/hour
Tracked in 15-minute increments; no surprise overages
The operating problem
Jira becomes hard to support when its history only lives in people’s heads.
Requests arrive through different channels, configuration changes accumulate and urgent work competes with planned improvement. The result is less confidence about what is safe to change, what capacity remains and who owns the next step.
Undocumented configuration
Projects, schemes, apps and integrations are understood unevenly across the team.
Reactive support
Small requests interrupt delivery because there is no reserved, governed service capacity.
Invisible effort
Stakeholders do not see time usage, priorities or when additional approval is required.
Repeat issues
Symptoms are fixed without a maintained runbook, risk register or improvement rhythm.
Stage one · Environment baseline
Start support from documented reality—not assumptions.
The one-time baseline establishes the configuration, access model, material risks and operating knowledge needed to support the environment responsibly.
Environment dossier
A concise current-state view of deployment, versions, licensing, access and operating context.
Configuration inventory
Projects, schemes, workflows, fields, automations, notifications and material integrations.
Risk register
Visible configuration risks, support constraints, dependencies and priority improvements.
Support runbook
Practical knowledge for common administration, escalation and repeat support activities.
Initial roadmap
A prioritised improvement view separating service requests from larger project work.
Stage two · Monthly managed support
Reserved capacity for the work that keeps Jira useful.
The monthly allowance supports agreed administration, configuration, investigation and advice. Environment knowledge is retained, so each request starts with more context.
User and project support
Agreed user, group, role, permission and day-to-day project administration.
Workflow and field changes
Controlled changes to schemes, screens, fields, statuses and notifications.
JSM service design
Requests, forms, queues, SLAs, permissions and customer-facing configuration.
Rules and notifications
Small, supportable improvements to automation, email behaviour and handoffs.
Issue investigation
Practical diagnosis of reported behaviour, recent changes and configuration causes.
Dashboards and filters
Support for useful filters, dashboards and operational reporting configuration.
Integration liaison
Configuration support and vendor liaison for agreed material apps and integrations.
Guidance and documentation
Decision support, recommendations and maintained environment knowledge.
A controlled request lifecycle
Every request has a visible path from intake to closure.
One support channel keeps context together, while estimates and capacity controls prevent small requests from becoming unapproved projects.
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01
Submit
Raise the request through the agreed support channel with useful context.
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02
Triage
Confirm priority, impact, ownership and the appropriate next action.
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03
Estimate
Provide an estimate before work expected to exceed one hour.
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04
Implement
Make and test the agreed change using the available environment controls.
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05
Close
Resolve with a summary, time used and any recommended follow-up.
At 6 of 8 hours
You receive a 75% usage warning with the current priority view.
At 8 hours
Non-critical work pauses until written approval or next-month scheduling.
Beyond allowance
Only approved extra time proceeds at AUD $200/hour.
Service window
Clear response objectives for business-hours support.
Priority response objectives
- P1 Critical business impact Within 2 business hours
- P2 High impact Within 4 business hours
- P3 Normal support Within 1 business day
- P4 Low priority / advisory Within 2 business days
The subscription does not include after-hours coverage, 24/7 support or guaranteed emergency restoration. If those controls are required, they need a separately designed service.
Commercial model
Baseline first. Then predictable monthly capacity.
The two-stage model reduces onboarding ambiguity and makes the ongoing support boundary visible to both teams.
Environment baseline
AUD $3,000
Document the environment before ongoing support begins.
- Current-state dossier and inventory
- Risk and improvement register
- Support runbook and initial roadmap
Managed support subscription
AUD $2,000/month
Reserved capacity and a governed request channel.
- Up to 8 support hours
- Priority triage and tracked usage
- Monthly service summary
- No rollover of unused hours
Additional capacity
AUD $200/hour
Use extra time only when written approval has been provided.
- 15-minute tracking increments
- Estimate for work over one hour
- Larger projects quoted separately
Prices are in AUD and exclude GST. The recommended initial term is three months, then month-to-month with 30 days’ notice. Monthly fees are invoiced in advance, with 14-day payment terms. Final commercial terms are confirmed in the service agreement.
Scope clarity
Support stays effective when project work is named honestly.
The subscription is designed for recurring operational support. Material transformation, specialist engineering and formal assurance remain separate engagements.
A strong subscription fit
- One Jira Cloud site or Data Center deployment
- Production and non-production where present
- Up to 10 projects in the detailed baseline review
- Up to 5 material apps or integrations
- Timely access to environments, documentation and contacts
- Configuration-level administration and improvement
Usually separate project work
- Major upgrades, migrations or platform consolidation
- Large redesigns or new enterprise implementations
- Custom development, large scripts or bespoke integrations
- Infrastructure, OS, database, network, IdP or backup ownership
- Formal security, compliance, legal or licence audits
- After-hours, on-call or 24/7 support coverage
Governance that stays useful
A service record your team can actually use.
Monthly reporting is deliberately practical: capacity, work status, changes, risks and the next priorities—without turning support into a reporting exercise.
Monthly service summary
Allowance used, time remaining, ticket status, completed changes, repeat issues and recommended priorities.
Maintained operating knowledge
Relevant runbook and environment notes are updated as support work changes the supported configuration.
Shared responsibilities
DesignEpic provides the agreed support service; your team supplies timely access, business decisions, testing input and written approval when scope expands.
Projects remain visible
Requests that exceed the subscription boundary are identified, estimated and moved into a separately approved piece of work.
Start with the environment
Is your Jira support ready for a managed service?
Share your deployment, project footprint, important apps and the issues consuming the most team time. DesignEpic will confirm baseline fit, access needs and the clearest next step.
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