Tiered support with SLAs, and architects who stay.
Managed support is a standing team that runs and improves the platform after the project ends. Atlas Bench takes the administration, the backlog, and the platform roadmap, so improvement continues instead of stopping at handover.
Run-layer support with defined SLAs, plus embedded architects and admins who work inside your team rather than around it.
The problem
Support that does not know your architecture produces answers you have to check. The ticket closes, the underlying cause stays, and the same question arrives next month from a different team.
The other failure is quieter. An estate with no dedicated administrator drifts. Legacy categories nobody uses, automation written for cases that no longer occur, permissions granted for a project that ended. None of it breaks loudly. All of it makes the next change harder.
What the work is
Tiered support with SLAs
A defined response and resolution model by severity, staffed by the practice that designs the platform rather than by a separate queue.
Platform administration
Day-to-day configuration, request types, workflows, permissions, and the changes that would otherwise wait for a project.
Identity operations
Access requests, group changes, provisioning exceptions, and the recurring reviews, run as an operation rather than as a project.
Embedded architects and administrators
Named people working inside your team, your standups, and your change process, at whatever level you need.
Release and upgrade management
Tracking platform changes, assessing what affects your configuration, and acting before it becomes an incident.
Continuous improvement
A standing backlog of the debt found while running the estate, prioritized with you rather than quietly absorbed.
Training and adoption
Cohort training on your workflows, administrator enablement, and onboarding material that stays current.
How it runs
-
Onboarding
2 to 3 weeksEstate review, runbook capture, access and escalation setup, and agreeing what each severity actually means in your context.
-
Stabilization
first 60 to 90 daysWorking the inherited backlog, fixing what causes repeat tickets, and documenting what was never written down.
-
Steady state
ongoingTiered support against the agreed SLAs, platform administration, identity operations, and a standing improvement backlog.
-
Quarterly review
each quarterVolume, SLA performance, recurring causes, and what to change next. This is where the run layer either earns its place or gets adjusted.
What you get
- A tiered support model with defined response and resolution targets by severity
- Runbooks covering your configuration, integrations, and escalation paths
- Named architects and administrators, embedded at the level you need
- Identity operations: access requests, group changes, and recurring access reviews
- Release and upgrade assessments against your own configuration
- A standing improvement backlog, prioritized with you rather than absorbed
- SLA, volume, and recurring-cause reporting
- A quarterly review with the people who own the platform
Proof
Organizations that had a successful identity-related breach in the last twelve months. Most access drift happens between projects, which is exactly where a run layer lives.
Palo Alto Networks, 2026 Identity Security Landscape, 2,930 respondents.
Four Atlassian Partner Award nominations, 2026: Rising Star Partner of the Year, Americas, and three finalist categories
Atlassian Partner Directory, https://partnerdirectory.atlassian.com/atlas-bench
Questions we get
Is this a help desk?
What are the SLAs?
Can we start with a few hours a week?
Do we get the same people each time?
What if we already have an administrator?
How do we know it is working?
Atlas Bench's Certified Experts helped us maximize our Atlassian investment. We now utilize Jira, Jira Service Management, and Confluence more effectively across our entire organization.
Swaroop Donthamsetty
Senior Manager of IT Operations