General

1. What is Atlassian OnDemand?

The new Atlassian OnDemand features fully-integrated cloud-based versions of all our most popular development tools to help take you from concept to launch. These services are now offered a la carte, meaning that you can pick and choose the applications you want. All applications will come automatically integrated, pre-configured and ready to use.

2. What's happening to JIRA Studio and Enterprise Hosting?

JIRA Studio as a brand is being phased out and replaced by Atlassian OnDemand. The service will continue as today under the Atlassian OnDemand brand, and JIRA Studio customers will be able to customize their instances by choosing which products and Add-ons they'd like to use and how many users they'd like for each. Enterprise Hosting will no longer be offered to new customers; however, we are committed to ensuring our existing customers continue to enjoy the same level of service they've come to expect.

JIRA Hosted customers may now begin migrating to OnDemand, please see the Migrating for JIRA Hosted to Atlassian OnDemand documentation.

Confluence Hosted customers may now begin migrating to OnDemand, please see the Migrating from Confluence Hosted to Atlassian OnDemand documentation.

3. What are the benefits of Atlassian OnDemand versus Enterprise Hosting?

• Awesome integration, Google Apps-ready
• Automatic updates to the latest release
• Pick and choose your services
• Starts at only $10/month for 10 users!

4. What are the benefits of Atlassian OnDemand versus JIRA Studio?

Atlassian OnDemand allows more flexibility giving customers the choice of selecting their desired products and user levels. Moving to Atlassian OnDemand includes access to new Add-ons: Team Calendars for Confluence and Bonfire for JIRA.

5. What domain is used with Atlassian OnDemand?

Atlassian OnDemand for existing Enterprise Hosted customers will be offered on atlassian.net (so your service URL would be at account.atlassian.net). JIRA Studio customers will retain their existing jira.com URL.

JIRA Studio

1. When will I be able to get the new pricing?

Your JIRA Studio service has not yet been upgraded to support the new à la carte pricing model. We expect to upgrade JIRA Studio accounts in February 2012, after which you will be able to log into my.atlassian.com/ondemand/migrate and configure your Atlassian OnDemand subscription. We will email customers once the upgrade has been scheduled. Stay tuned...!

2. How can I determine my cost if I moved to Atlassian OnDemand?

While existing JIRA Studio customers won't be able to opt-in to Atlassian OnDemand till February 2012, in the meantime you can get an idea of the cost. Use our Atlassian OnDemand Configurator to add and remove applications, Add-ons and the user tiers for each.

In February we will let JIRA Studio customers know via email when they can opt-in for Atlassian OnDemand at my.atlassian.com/ondemand/migrate.

3. What is involved with moving to OnDemand?

In February 2012, JIRA Studio instances will be upgraded to the version which allows OnDemand a la carte modifications. Your JIRA Studio service will continue to function as today with the same billing. At that point, you will be able to log in and accept the new OnDemand pricing, or you may elect to continue on your current pricing. In either case, your service will continue as today.

4. What will change if I migrate from JIRA Studio to Atlassian OnDemand?

• Flexibility: Atlassian OnDemand allows you to customize which applications you use and how many users may access each application.
• Add-ons: Atlassian OnDemand includes access to new add-ons: Team Calendars for Confluence and Bonfire for JIRA. These add-ons will not be available for purchase if you elect to continue with the JIRA Studio pricing.
• Balsamiq is no longer available for purchase from Atlassian for OnDemand customers. The plugin will continue to work and be available to both new and current subscribers. The difference is that licenses will now be purchased directly from Balsamiq Studios. This change will enable use of a Balsamiq license with a different number of users from the JIRA or Confluence license.
• Your current jira.com URL will remain the same.
• Please see the Migrating from JIRA Studio to Atlassian OnDemand documentation for more detials.
• Please Note: any customizations made in your JIRA Studio environment are not supported in OnDemand and will not be carried forward.

 

5. I'm not using one or more of the applications in JIRA Studio, can I remove it in Atlassian OnDemand?

Yes, the new Atlassian OnDemand service allows you to choose which application(s) and Add-on(s) you would like to use and select the user tiers for each application.

Please note: Add-ons must match the user tier of the parent application.

6. How are Add-ons (GreenHopper, Gliffy and Balsamiq) going to work now?

GreenHopper and Gliffy can be configured from my.atlassian.com/ondemand/migrate.

Balsamiq is no longer available for purchase from Atlassian for OnDemand customers. The plugin will continue to work and be available to both new and current subscribers. The difference is that licenses will now be purchased directly from Balsamiq Studios. This change will enable use of a Balsamiq license with a different number of users from the JIRA or Confluence license.

7. What happens to Developers and Collaborators users?

With Atlassian OnDemand, the Developer/Collaborator terminology is no longer valid. Application access for users is managed using the Application Access console; by default, users who were classified as Developers will be given access to all applications, and users who were classified as Collaborators will be given access to JIRA and Confluence only.

8. What if I don't want to move from JIRA Studio to Atlassian OnDemand?

Your service will continue as today until you opt-in to the new pricing by selecting the applications and Add-ons at my.atlassian.com/ondemand/migrate. All of your JIRA Studio applications will continue to be available at the same pricing as today, however users in your system will be managed differently (see the section on Developers and Collaborators, above). You may continue to renew your service under the existing JIRA Studio products until 31-Dec-2012, at which point it will be necessary to opt-in to Atlassian OnDemand.

9. What happens if I do not do anything?

After 31-Dec-2012, your service will be automatically updated to Atlassian OnDemand, with all applications enabled for the total number of users in your current service.

Billing and Purchasing

1. I just purchased my annual JIRA Studio service. Can I get a refund/credit?

JIRA Studio annual payment customers can receive a refund for the JIRA Studio annual account within 30 days of payment. To request a refund please contact our Sales Team.

2. I just purchased my annual JIRA Hosted and/or Confluence Hosted service. Can I get a refund/credit?

JIRA and Confluence Hosted annual payment customers can receive a refund for the JIRA and/or Confluence Hosted annual account within 30 days of payment. To request please contact our Sales Team.

3. I'm a monthly JIRA/Confluence Enterprise Hosted customer, can I get a credit for last month's service?

There is no credit for prior service; however, to opt-in for the new Atlassian OnDemand pricing, please log in to my.atlassian.com/ondemand/migrate. Once complete the new pricing will be reflected at the next billing cycle.

4. I want the cheaper pricing now - what do I need to do?

To opt-in, log in to my.atlassian.com/ondemand/migrate. Once complete your next billing cycle will reflect the new pricing.

Cost & payment: For monthly Hosted customers, your AOD site will be free for one month. For annual Hosted customers, it'll be free until your next annual payment.
    •    You can use this free period to test and prepare for the migration.
    •    Atlassian will automatically use your credit card on file to process payment for your AOD service.
    •    Your first payment will occur on the date the free period ends.
    •    If you need additional time to complete the migration, contact Atlassian Sales and request an extension.

5. How will the billing change with the new Atlassian OnDemand compared to Studio?

Atlassian OnDemand allows for a flexible à la carte pricing model which allows you to pay per-user tier and per-product. Customers will be able to select their desired products and user levels instead of adapting to the one-size-fits-all model of JIRA Studio's Developer and Collaborator user configuration.

6. The new Atlassian OnDemand pricing will make my Studio service more expensive. Is there grandfathering?

9 out of 10 customers will see their subscription costs drop with Atlassian OnDemand. However, for the few who this isn't the case, we are offering limited time grandfathering under the old pricing model.

Monthly payment customers: Unless you opt-in to the new pricing, your current billing will remain at the current rate until 31-Dec-2012.

Annual payment customers: your current rate will be applied through the end of your current billing period, after which it will be necessary to opt-in to the new pricing.

7. I was originally a Confluence Hosted for Small Business customer, what happens to my grandfathered pricing?

Your pricing will continue to be grandfathered at the existing rates through December 2011. After December 2011, the Enterprise Hosted pricing will be in effect until you opt-in to Atlassian OnDemand pricing at my.atlassian.com/ondemand/migrate.

8. What is the deadline for selecting the new Atlassian OnDemand pricing?

In order to receive the new pricing and migrate to Atlassian OnDemand, customers should log in to my.atlassian.com/ondemand/migrate and configure their accounts by 31-Dec-2012. After this date, all remaining legacy services will expire and be disabled.

9. What happens if I have an open quote for a JIRA Studio or Enterprise Hosted subscription?

All open JIRA Studio and Enterprise Hosted subscription quotes have been canceled/deleted because these services are no longer available.

To request a new quote for Atlassian OnDemand, please complete our Quote & Order Form. Once done, a new quote for the Atlassian OnDemand applications and Add-ons will be emailed to the nominated billing and technical contacts.

10. Can I get a refund for JIRA Studio or Enterprise Hosted subscription?

Refunds for JIRA Studio or Enterprise Hosting subscriptions are only available within the first paid month after the evaluation period for monthly subscriptions and within 30 days of payment for annual subscriptions. After these periods we cannot offer refunds.

To cancel your evaluation/subscription for JIRA Studio or Enterprise Hosting subscriptions, please follow the instructions below:

1. Log in to your my.atlassian.com account, the account page will display. JIRA Studio or Enterprise Hosting will be listed in the Licenses section.
2. Click the '+' sign for your hosted product subscription, your account management screen will display.
3. Click the 'Cancel Subscription,' or 'Cancel Evaluation," link to request the cancellation of your account.

The JIRA Studio or Enterprise Hosting subscription will be terminated at the end of the current billing cycle and your credit card will not be charged again. No credit is offered for canceling an account prior to the end of a billing cycle.

To request a refund during the first month of paid service (following an evaluation) or within 30 days of payment for an annual subscription, please contact our Sales Team.

JIRA & Confluence Hosted

1. When will I be able to get the new pricing?

JIRA Hosted customers can begin migrating to OnDemand now; Confluence customers will be notified shortly. To start your JIRA migration, log into my.atlassian.com/ondemand/migrate to begin the proccess and opt-in for the new pricing, which will be applied to your subscription at the next billing cycle.

Please note: a la carte products will not be available until an instance is migrated. Opting-in prior to migration allows customers to benefit from the new pricing for JIRA and Confluence.

2. I want to continue using JIRA/Confluence in a Managed Hosted environment, can I continue using Atlassian Hosted services?

Atlassian is no longer offering managed hosted services. If you decide that you cannot move to the new Atlassian OnDemand platform, you have the option to move your instance to another managed hosting provider of your choice.

Contact one of the Atlassian Experts listed below, or choose one from our directory. Once you've established a relationship with the Expert of your choice, simply request an export of your data and settings via our Support System. Your data can then be imported to the Expert's hosting platform.

• Americas: Contegix
• EMEA: Adaptavist, Pix Software
• APAC: Conexim

There are a number of additional Experts that offer JIRA and Confluence Hosting worldwide. You can locate one using our Experts Directory.

Please ensure that you have migrated to either Atlassian OnDemand or a managed hosting provider before 31-Dec-2012 - after this date, all remaining legacy services will expire.

3. I am not ready to commit yet, how do I see what this new Atlassian OnDemand offering is like?

Please sign up for a free 30 day evaluation of Atlassian OnDemand to check it out.

Please note: we are reserving the same URL as you Enterprise Hosted serivce so if you want to kick the tires of OnDemand then please select a different url.

4. What happens if I do not do anything?

After 31-Dec-2012, Atlassian will no longer offer Managed Hosted services. All customers should elect to opt-in to the new Atlassian OnDemand platform or move to a 3rd party managed hosting provider like before 31-Dec-2012. Accounts that do not move by this date will be disabled.

Contact one of the Atlassian Experts listed below, or choose one from our directory. Once you've established a relationship with the Expert of your choice, simply request an export of your data and settings via our Support System. Your data can then be imported to the Expert's hosting platform.

• Americas: Contegix
• EMEA: Adaptavist, Pix Software
• APAC: Conexim

There are a number of additional Experts that offer JIRA and Confluence Hosting worldwide. You can locate one using our Experts Directory.

5. I have signed up for a free Atlassian OnDemand evaluation. Can Atlassian import my data from my Enterprise Hosted account to the OnDemand account?

Enterprise Hosted customers can move to the new system beginning in Fall 2012. JIRA Hosted customers can find details on migrating in the Migrating from JIRA Hosted or Atlassian OnDemand documentation. Confluence Hosted customers will be notified shortly.

6. I'm an Enterprise Hosted monthly subscription customer. What must I do to get the new service?

Enterprise Hosted customers should log into my.atlassian.com/ondemand/migrate to opt-in to the new Atlassian OnDemand pricing. After you opt-in, we will work with you to migrate your instance to the new Atlassian OnDemand platform beginning sometime in Fall 2012. We will contact customers via email when the migration window is near.

Cost & payment: For monthly Hosted customers, your AOD site will be free for one month. For annual Hosted customers, it'll be free until your next annual payment.
    •    You can use this free period to test and prepare for the migration.
    •    Atlassian will automatically use your credit card on file to process payment for your AOD service.
    •    Your first payment will occur on the date the free period ends.
    •    If you need additional time to complete the migration, contact Atlassian Sales and request an extension.

7. When will the migration occur and what is the process?

Enterprise Hosted customers can move to the new system beginning in Fall 2012. We have created a list of Migration FAQs as well as the specific instructions for JIRA and Confluence Hosted customers:

• JIRA Hosted customers can find details on migrating in the Migrating from JIRA Hosted or Atlassian OnDemand documentation.
• Confluence Hosted customers can find details on migrating in the Migrating from Confluence Hosted to Atlassian OnDemand documentation.

8. How are Add-ons (GreenHopper, Gliffy and Balsamiq) going to work?

Atlassian will automatically configure your OnDemand site with the same products and number of users as your Hosted site, with the following exceptions:
    •    If you have Balsamiq enabled in JIRA Hosted and it is licensed using the shared Enterprise Hosted Balsamiq license, you will need to get a new license from Balsamiq Studios.

9. What will change if I migrate from Confluence Hosted to Atlassian OnDemand?

The Atlassian OnDemand platform has several advantages over your current platform; however, there are some functional differences that you need to be aware of.

• The URL for your service will change from account.onconfluence.com toaccount.atlassian.net.
• Atlassian OnDemand is a service which keeps you updated with the latest release of Atlassian's products, Add-ons and supported plugins. However, this also means that you will not have the ability to stay on older versions - all customers are upgraded to the latest version at the same time.
• Only those plugins which are pre-bundled with Atlassian OnDemand may be used; the addition of custom or 3rd party plugins is not supported. Any 3rd party plugins which are in use in the Enterprise Hosted environment will not be migrated to the new service.
• See Restricted Functions in Atlassian OnDemand for more information.

10. What will change if I migrate from JIRA Hosted to Atlassian OnDemand?

The Atlassian OnDemand platform has several advantages over your current platform; however, there are some functional differences that you need to be aware of. 

• The URL for your service will change from account.onjira.com to account.atlassian.net  
  
• Atlassian OnDemand is a service which keeps you updated with the latest release of Atlassian's products, Add-ons and supported plugins.  However, this also means that you will not have the ability to stay on older versions - all customers are upgraded to the latest version at the same time.
• Only those plugins which are pre-bundled with Atlassian OnDemand may be used; addition of custom or 3rd party plugins is not supported. Any 3rd party plugins which are in use in the Enterprise Hosted environment will not be migrated to the new service.
• See Restricted Functions in Atlassian OnDemand for more information.

11. I have both JIRA Hosted and Confluence Hosted - what are my options?

If you subscribe to both Enterprise Hosted services, you will perform the two migrations separately. Once your instances have been moved over, you will be able to use application linking to connect the two instances. If at that point you wish to consolidate to a single instance, our support team can assist you.

12. I have plugins not supported by Atlassian. Can I use them in the new Atlassian OnDemand service?

Only those plugins which are pre-bundled with Atlassian OnDemand may be used; addition of custom or 3rd party plugins is not supported. Any 3rd party plugins which are in use in the Enterprise Hosted environment will not be migrated to the new service. In most cases, the data will not be lost. If the plugin is not part of the OnDemand Plugin Policy, it is the responsibility of the user to determine steps and workarounds. If you require plugins not supported in Atlassian OnDemand, you will want to move to a 3rd party managed hosting provider.

Contact one of the Atlassian Experts listed below, or choose one from our directory. Once you've established a relationship with the Expert of your choice, simply request an export of your data and settings via our Support System. Your data can then be imported to the Expert's hosting platform.

• Americas: Contegix
• EMEA: Adaptavist, Pix Software
• APAC: Conexim

There are a number of additional Experts that offer JIRA and Confluence Hosting worldwide. You can locate one using our Experts Directory.

13. Can I keep my domain name if I migrate?

The domain name for your service will change account.atlassian.net as part of the migration to Atlassian OnDemand, it is not possible to retain your existing domain.

14. I have Crowd Hosted integrated with my Enterprise Hosted instance. What are my options?

If you are using Crowd Hosted only for user management of your hosted Atlassian applications, we can help you migrate to Atlassian OnDemand's integrated user management. If you need to continue using Crowd for integration with external applications or LDAP, you will want to move to a 3rd party managed hosting provider.

Contact one of the Atlassian Experts listed below, or choose one from our directory. Once you've established a relationship with the Expert of your choice, simply request an export of your data and settings via our Support System. Your data can then be imported to the Expert's hosting platform.

• Americas: Contegix
• EMEA: Adaptavist, Pix Software
• APAC: Conexim

There are a number of additional Experts that offer JIRA and Confluence Hosting worldwide. You can locate one using our Experts Directory.

Account Configuration

1. I'm and Enterprise Hosted customer, how do I configure my account?

JIRA and Confluence Enterprise Hosted customers can migrate to the new Atlassian OnDemand pricing at any time. A subscription holder can log into their account to opt-in to Atlassian OnDemand using the following steps:

1. Log into my.atlassian.com/ondemand/migrate.
2. Select the Enterprise Hosted product to migrate to Atlassian OnDemand.
3. Review the current configuration and new Atlassian OnDemand pricing.
4. Click Submit.

Please note: the new pricing will be effective at the next billing cycle. There is no credit offered for pre-paid service.

2. I'm a JIRA Studio customer, how do I configure my account?

JIRA Studio customers will receive an email notification when this is available. We expect to upgrade JIRA Studio service in early February 2012, after which customers will be able to log into my.atlassian.com account to opt-in to Atlassian OnDemand.

3. Can I have a custom URL for the Atlassian OnDemand service?

Atlassian OnDemand does not support the use of custom URLs. The URL will appear as account.atlassian.net.

Download to OnDemand

1. I'm an Atlassian download product customer, how can I move to Atlassian OnDemand? May I have a credit for my existing licenses?

Atlassian OnDemand is a new SaaS subscription service. The benefits of Atlassian OnDemand includes automatic software updates, technical support, hosting costs, bandwidth and system administration. However, there are some notable differences that should be considered when moving from a download product to Atlassian OnDemand.

Atlassian OnDemand grants Administrator access (not System Administrator) to all applications. There is no SSH or file system access. Atlassian OnDemand does not support customization, the use of unsupported plugins and external repositories. For more information, please see Restricted Functions in OnDemand.

An Atlassian download license is a perpetual software license which cannot be deactivated after it is released to the licensee. This means Atlassian download licenses cannot be exchanged or upgraded to an Atlassian OnDemand subscription. However, please sign up for a 30 day evaluation and check out Atlassian OnDemand.

Customers who have purchased, upgraded, or renewed a commercial/academic perpetual license(s) after 25-Sep-2011 may receive a full refund for their order and purchase Atlassian OnDemand. To request this, please contact our Sales Team.

2. How do I upload my data to Atlassian OnDemand?

Atlassian OnDemand comes with an integrated JIRA importer to pull in your data. For more information, please see Importing Data in the Atlassian OnDemand Documentation.

The Confluence importer is currently in development, stay tuned...!

Data Migration to Atlassian OnDemand

1. When does the migration occur?

When you opt-in for Atlassian OnDemand, our Support Team will work with you to schedule the migration to the new service. We currently expect to begin migrating customers in January 2012.

JIRA Studio customers will be able to opt-in to the new service in February 2012.

2. Is there any downtime during the migration?

There will be a one-hour maintenance window, to be coordinated with you in advance.

3. Will all my existing data be migrated?

Yes, all data will be seamlessly migrated to Atlassian OnDemand. However, any unsupported plugins will not be migrated.

Enterprise Hosted and JIRA Studio Evaluations

1. I am currently evaluating JIRA Hosted/Confluence Hosted. What happens to my evaluation?

These products are no longer available. If you have not cancelled your evaluation already, we've added 30 days to your evaluation to give you time to consider moving to Atlassian OnDemand.

2. I am currently evaluating JIRA Studio. What happens to my evaluation?

JIRA Studio is no longer available. If you have not canceled your evaluation already, we've added 30 days to your evaluation to give you time to consider migrating to Atlassian OnDemand before it is converted automatically.