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Purchasing & Licensing FAQ


A Unique Purchasing Model

Atlassian is different from most companies when it comes to how we sell on-premise and Cloud software. Our goal is to build incredible, affordable tools that people can try before buying. To do this, we rely on a slightly different sales model. Here's what makes Atlassian different:

We're here to help at any time, so please contact us.

Trials

Can I trial a product for free before purchasing it? Show

Server

Du kannst unsere Serverprodukte vor dem Kauf 30 Tage lang testen (verlängerbar bis maximal 90 Tage), um die Atlassian-Software in Ruhe kennenzulernen. Atlassian stellt dir in diesem Zeitraum für alle Atlassian-Produkte eine voll funktionsfähige Serverversion zur Verfügung. Die Funktionen, die du in der Testversion nutzt, sind dieselben, die du auch nach einem Kauf erhältst.

Logge dich einfach bei My Atlassian an, um einen Testlizenzschlüssel zu generieren oder deine Testversion zu verlängern. Klicke auf New Evaluation License (Neue Evaluierungslizenz) und folge den Anweisungen, um deine Server-ID zuzuordnen. Es wird eine neue Testlizenz generiert, die du in dein Server-Produkt eingibst.

Alle installierten Testversionen beinhalten den Zugriff auf unsere technischen Supportressourcen. Testschlüssel sind für die höchste Benutzerstufe verfügbar und kompatibel mit eigenständigen Produkten/Anwendungen, Benutzerstufen und Lizenzarten.

Atlassian Cloud

Atlassian bietet voll funktionsfähige Tests unserer Standard- und Premium-Produkte für einen Zeitraum von 7 Tagen an (kann auf Wunsch auf maximal 37 Tage verlängert werden). Wenn deine Testversion abläuft, kannst du Atlassian Cloud weiterhin nutzen, indem du über dein My Atlassian-Konto eine Kreditkarte hinzufügst. Solltest du dich gegen Atlassian Cloud entscheiden und die Nutzung unserer Cloud-Dienste einstellen wollen, bieten wir dir im ersten Monat des kostenpflichtigen Dienstes nach Beendigung des Tests eine vollständige Rückerstattung an. Nach dem ersten bezahlten Monat können wir keine Rückerstattungen oder einen Umtausch anbieten. Wenn du am Ende deiner 7-tägigen Standard-Testversion keine Kreditkarte hinzufügen willst, wird deine Site automatisch auf einen kostenlosen Tarif herabgestuft.

Bitte beachte Folgendes: Atlassian Cloud-Testversionen beinhalten zwar den Zugang zum technischen Support, wir bieten aber keine Datensicherungen für Testversionen an. Diese gibt es nur für Inhaber von Monats- und Jahresabonnements. Finanziell abgesicherte SLAs werden während der Atlassian Cloud Premium-Tests nicht unterstützt.

Erweiterte Cloud-Testversionen

Wenn du bereits Server- oder Data Center-Kunde bist, bieten wir auch erweiterte Cloud-Testversionen an, die für die verbleibende Dauer deines Wartungs-/Abonnementzeitraums und deine Benutzerstufe (bis zu 5.000) gelten. Für erweiterte Cloud-Testversionen gelten dieselben Bedingungen wie für eine Standard-Cloud-Testversion, sie bieten selbstverwalteten Kunden aber die Möglichkeit, über einen bestimmten Zeitraum hinweg und ohne zusätzliche Kosten die Cloud zu erkunden und zu testen sowie in die Cloud zu migrieren.

Erfahre mehr über erweiterte Cloud-Testversionen.

Marketplace-Apps

Du kannst jede Marketplace-App (Cloud, Server oder Data Center) kostenlos 30 Tage lang testen. App-Testversionen müssen vom Atlassian-Administrator des Kontos veranlasst werden. Wenn der Evaluierungszeitraum vorüber ist, werden die Kosten für die App automatisch zu deiner nächsten monatlichen Cloud-Nutzungsabrechnung hinzugefügt, sofern dies nicht manuell deaktiviert wurde. Bei Atlassian Cloud-Abonnements, die jährlich abgerechnet werden, ist für alle App-Bestellungen ein manuelles Angebot erforderlich. Apps für Cloud, Server und Data Center müssen separat bestellt werden und die Lizenzen sind nicht übertragbar.

Bei der Bestellung von Apps musst du die Lizenzstufe wählen, die der Anzahl an Benutzern entspricht, die für dein gehostetes Produkt lizenziert sind. Wenn du zum Beispiel eine Confluence-Lizenz für 25 Benutzer hast, musst du für die Confluence-App die Lizenzstufe für 25 Benutzer wählen. Die App funktioniert nur, wenn ihre Lizenz der Lizenzstufe deines gehosteten Produkts entspricht oder darüber liegt – auch wenn nur einige deiner lizenzierten Benutzer die App nutzen werden. Weitere Informationen findest du in unseren FAQ zu Marketplace-Apps.

How do I extend my trial? Show

Server

We're happy to extend your server product trial period for up to 90 days. To generate a new trial key:

  1. Login to my.atlassian.com. You'll arrive on the Licenses page by default.
  2. Click New Evaluation License to create a new key with an additional 30 days of trial time. Please note that you'll need your Server ID to generate the key. 
  3. Apply this key to your server installation by navigating to Applications > Versions & Licenses.

Atlassian Cloud

Atlassian Cloud trials can be extended to a total of 37 days - 30 days on top of the initial 7-day trial. To have your Atlassian Cloud trials extended, please Contact our Customer Advocate team with your site URL and we'd be happy to assist.

How is the software distributed? Show

Self-hosted (Server) products are available via HTTP download. Cloud products can be accessed anywhere with an internet connection, using your unique Atlassian Cloud URL. 

After I purchase a Server license, do I need to reinstall the software? Show

There is no need to reinstall your software. Your existing installation can be updated by copying your purchased license key into the Versions & Licenses page of your product's administration console.

Pricing and Discounts

How much do Atlassian products cost? Show
What training solutions are available? Show

Atlassian offers instructor-led training courses for Jira, Confluence and Dev Tools. Each course is delivered in our virtual classroom (via WebEx) either privately or publicly. See our Training page for further details.

Does Atlassian offer any discounts? Show

We do not offer any discounts. Our goal is to make awesome applications available at the best price and to treat every customer equally. Our products start at just $10 for 10 users. We like to build discounts directly into the prices we publish openly to everyone so there's no guessing or uncertainty around what you're buying and how much it costs.

Are there any discounts for government organizations? Show

Discounts are offered to United States Federal, State, and Local government organizations through Atlassian's Government Aggregator Carahsoft. You can contact Carahsoft at atlassian@carahsoft.com or visit http://www.carahsoft.com/atlassian. All other International Government organizations, purchasing Atlassian software, are required to purchase commercial licenses.

Are there any discounts for academic institutions? Show

Academic pricing is available to qualified academic institutions.

Does Atlassian offer reseller discounts? Show

Atlassian does not offer any reseller discounts. Discounts are only offered to official Atlassian Partners.

Does Atlassian offer discounts for migrating from Server or Data Center to Cloud? Show

Yes, for a limited time existing Server and Data Center customers who are moving to a 1,000+ user cloud license are eligible for a loyalty discount when migrating Jira Software, Jira Service Desk, Jira Core, and/or Confluence. This applies to both Standard and Premium cloud subscription plans and is intended to make it as easy as possible for existing on-premises customers to receive the benefits of moving to the cloud.

Note: This is a limited time promotional offer for customers who have purchased a Server or Data Center license before October 3rd, 2019. The on-premises license must be migrated using an extended cloud trial, and still be under active maintenance or subscription in order to receive the promotional offer. Any discounts offered under this promotional offer are only applicable for cloud annual subscriptions of 1,001 users or above.

To learn more about the program as well as subsequent year discounts, please review the Cloud Migration Licensing & Pricing FAQs. To see if you qualify for the cloud migration discount, please contact our migration support specialists.

Ordering

How do I purchase Atlassian products? Show

All orders are placed via the secure online Quote & Order Form. If you're a reseller, check the box marked I am a reseller purchasing on behalf of my customer during the checkout process. Once that's done, a quote will be sent via email. If credit card details are not provided through the secure online form, the quote can be paid by mailed check, ACH (US customers), direct bank transfer or PayPal.

As Atlassian is Net-0, license and source downloads (if applicable) will only be made available online when full payment is confirmed. Please be aware that we can only accept credit card payments for $10 Starter Licenses and the Atlassian Cloud monthly payment plan.

How do I create a quote? Show

Creating an obligation-free quote is easy! Just use our Quote & Order Form, which allows you to pay for your software immediately or save a price quote for later. Only quotes submitted through our online form are considered valid, screen prints of the shopping cart are not the same as an official quote.

Please note: Starter Licenses must be purchased with a credit card.

How do I pay an outstanding quote? Show

You can pay an outstanding quote by credit card using our secure online payment form or any of the other accepted payment methods (mailed check, ACH, bank transfer, or PayPal). You can find complete payment details on the first page of your quote/invoice, as well as our How to Pay page.

How do I submit a Purchase Order (PO number) to Atlassian? Show

Fülle zunächst unser sicheres Online-Bestellformular aus. Aktiviere auf der letzten Bestätigungsseite das Kontrollkästchen "Bestellnummer", um deine Bestellnummer hinzuzufügen. Die Bestellnummer findest du auf deinem Angebot oder deiner Rechnung (30 Tage gültig). Wenn du bereits ein Angebot oder eine Rechnung hast, kannst du das Angebot oder die Rechnung über dein My Atlassian-Konto über die Registerkarte Orders (Bestellungen) aktualisieren.

Atlassian verweist gerne auf eine Bestellnummer in einem Angebot oder einer Rechnung für deine interne Nachverfolgung oder Protokollierung. Wir akzeptieren jedoch weder Bestellungen als Zahlungsmethode noch die für Bestellungen geltenden allgemeinen Geschäftsbedingungen. Wir stellen voll funktionsfähige Testlizenzen zur Verfügung, die du während der Zahlungsabwicklung nutzen kannst. Wir sind in der Lage, unsere Preise niedrig zu halten, indem wir allen unseren Kunden Standardproduktvereinbarungen anbieten und keine Handelskredite gewähren.

Unsere Zahlungsbedingungen sind 0 Tage netto und wir akzeptieren Zahlungen per Banküberweisung, Scheck oder Kreditkarte. Die Details findest du auf der ersten Seite eines Angebots oder einer Rechnung. Sobald die Zahlung vollständig eingegangen ist, geben wir die Lizenzschlüssel aus und senden eine E-Mail and die ernannten Kontaktpersonen für Abrechnungen und technische Fragen.

Can I request a quote or invoice in a currency other than US dollars? Show

Atlassian is able to generate quotes in US dollars (USD), Australian dollars (AUD), and Japanese yen (JPY), however, AUD and JPY are reserved for customers in Australia and Japan, respectively. 

All the prices in a currency other than USD are calculated using an exchange rate that includes a currency fluctuation margin.

Please note the following restrictions:

  • We are unable to issue quotes or invoices in a currency other than USD for orders including Bitbucket Cloud, Trello, Opsgenie, Statuspage, Jira Align.
  • We are unable to issue quotes or invoices in Australian dollars for orders containing Atlassian Cloud, Starter Licenses or Marketplace apps.
Are there any applicable taxes? Show

Atlassian is an Australia-based company. As such, Atlassian must collect GST from all Australian based customers. As of 01 July 2012, Atlassian will collect VAT from customers within the European Union who have not supplied a valid VAT ID, in accordance with EU tax legislation. 

Tax Treaties: As an Australian company, Atlassian is exempt from withholding taxes in some countries like the United States. For compliance reasons, U.S. customers may wish to obtain a copy of the W-8BEN-E form; or for non-U.S. customers, the Australian Taxation Office Certificate of Residency for Atlassian.

Prices may be affected by organizations based in countries that do not have an income tax treaty with Australia and are therefore required to impose withholding taxes. If this applies to you, Australian taxation law requires us to provide proof of tax withheld. As such, we will require documentation from you which states the amount of tax withheld (your tax office should be able to supply the relevant documents). Contact our Customer Advocate Team to discuss the potential implications.

How do I make changes to a quote? Show

Logge dich dazu einfach bei deinem My Atlassian-Konto ein. Wähle anschließend oben auf der Seite Orders (Bestellungen) aus. Hier werden dir alle Angebote in Verbindung mit deiner E-Mail-Adresse angezeigt. Klicke rechts auf das Stiftsymbol, um wichtige Änderungen vorzunehmen. Wenn es um ein Cloud-Abonnement oder ein Enterprise-Produkt wie Data Center geht und du etwas ändern möchtest, wende dich an uns.

Payments & Refunds

Which payment methods are accepted, and what are your payment terms? Show

Atlassian accepts the following payment methods:

Credit card*  — (MasterCard, Visa or American Express) via our secure Quote & Order Form (1 to 3 business days). We cannot accept credit card payments for AUD orders. Unfortunately, we're unable to accept payments via Discover cards.

PayPal*  — Available for monthly Cloud products only. PayPal details can be added within the Site Administration section of a Cloud site by going to Billing > Billing Details.

Bank transfer  — Can take up to 7-14 business days for bank transfers to clear through our banking facilities. You can email your remittance advice to remittance@atlassian.com

Mailed check — Can take up to 7-14 business days to be received and processed by our financial institution. We cannot accept checks for AUD orders.

ACH (Automated Clearing House) - Can take between 7-14 business days to process.

Atlassian's payment terms are strictly Net 0-day. This means that the license key(s) or Atlassian Cloud subscription will only be made available after full payment is received. If you have placed your order but find that you are waiting for your organization to make the payment, you can contact us and request a fully-functional trial license key to help you cope with any bureaucratic delays.

*Credit card or PayPal is the only acceptable form of payment for monthly Atlassian Cloud subscriptions.

*Please note that we are unable to issue quotes or invoices in Australian dollars (AUD) for orders containing Atlassian Cloud, Starter Licenses or Marketplace apps.

My Visa debit card is showing two transactions, it looks like I was double-charged Show

When possible, we recommend customers do not use Visa debit cards. This is because Visa debit cards place an authorization hold on funds (making them unavailable) for the amount of the purchase. Atlassian settles the transaction immediately (known as "settlement"), but the authorization hold can remain from 1-5 days until it "falls off" depending on Visa's and your bank's policies.

If the funds are not made available 5 days after the transaction, we recommend contacting your bank to see when the authorization hold will drop off.

I'm in Europe. Will your bank transfer details work? Show

Only European bank accounts issue IBANs. The number we provide in the quote or invoice can be used as the "IBAN" for your bank transfer. It may also be worthwhile to let your bank know that this is a US Dollar account and that the alpha-numeric number has been supplied and verified by our bank's international payments team.

After an order has been placed, how and when can the license key and source be accessed? Show

Der Zugriff auf deine Lizenzschlüssel und den entsprechenden Quellcode erfolgt erst nach dem erfolgreichen Eingang und der Bearbeitung deiner Zahlung. Nach Zahlungseingang können sich die in der Bestellung angegebenen Kontaktpersonen für Abrechnungs- und technische Fragen in ihr My Atlassian-Konto einloggen und alle zugehörigen Lizenzschlüssel einsehen. 

Can I get a refund, exchange or upgrade after purchasing a server product license? Show

Yes, you can request a refund or exchange/upgrade of your commercial or academic server license up to 30 days after the original date of purchase. After the 30-day period, standard pricing for upgrades will apply and exchanges/refunds will not be available.

To request a refund/exchange within 30 days of payment, contact our Customer Advocate Team.

Please Note: Given the charitable nature of funds collected from Starter Licenses, we are unable to offer refunds or exchanges for Starter License purchases.

Can I get a refund for Atlassian Cloud? Show

Rückerstattungen für Atlassian Cloud sind nur innerhalb des ersten bezahlten Monats nach der Probezeit für Monatsabonnements und innerhalb von 30 Tagen nach Zahlung für Jahresabonnements möglich. Nach Ablauf dieser Fristen können wir keine Rückerstattungen mehr anbieten.

Folge den nachfolgenden Anweisungen, um deine Testversion/dein Abonnement für Atlassian Cloud zu kündigen:

  1. Logge dich bei deinem My Atlassian-Konto ein. Dadurch gelangst du auf die Hauptseite für Lizenzen. Atlassian Cloud wird mit der eindeutigen URL aufgelistet.
  2. Klicke auf das Symbol > neben deinem Atlassian Cloud-Abonnement.
  3. Klicke auf den Link Cancel Subscription (Abonnement kündigen) oder Cancel Evaluation (Evaluierung kündigen), um die Kündigung deines Kontos zu beantragen.

Das Atlassian Cloud-Abonnement wird am Ende des aktuellen Abrechnungszyklus beendet und deine Kreditkarte wird nicht erneut belastet. Es wird keine Gutschrift für die Kündigung eines Kontos vor Ablauf eines Abrechnungszyklus angeboten.

Um eine Rückerstattung während des ersten Monats des kostenpflichtigen Services (nach einer Probezeit) oder innerhalb von 30 Tagen nach der Zahlung für ein Jahresabonnement zu beantragen, wende dich bitte an unser Advocate-Team für Kunden.

Can I sign up for automatic renewals? Show

Of course! Follow the instructions below to enable automatic renewals for your Cloud or Server products. Please note that Atlassian Cloud subscriptions that renew Monthly are set up for automatic renewals by default.

Atlassian Cloud

To enable automatic renewals for your annual Atlassian Cloud site, you'll need a renewal quote on file. Renewal quotes for annual Atlassian Cloud subscriptions are sent to the Billing Contact on file 60 days prior to renewal.

Once a renewal quote has been created, the Billing Contact on file will be able to log into their My.Atlassian account, and select the Orders tab to view the quote. Click Pay next to the annual renewal quote. The option to enable Auto-Renew is available upon payment of the quote. Once paid, the subscription will be moved to automatic renewals.

Server

WIthin the Billing Contact's My.Atlassian account, automatic renewals can be enabled by clicking the > next to the license in question, followed by Turn Auto-Renew On

Once payment details have been provided, select Save Auto-Renew Settings

The automatic renewal will be processed on the expiration date of your license at the current renewal pricing.

Paying with PayPal

What is PayPal? Show

PayPal is a service that enables you to pay, send money, and accept payments via a digital wallet. To learn more, visit the PayPal website.

Can I pay with PayPal? Show

PayPal is available for all Atlassian Cloud and Server purchases.

For all other purchases, including Bitbucket, Trello, Jira Align, and Statuspage, complete payment details are located on the first page of your quote/invoice, as well as on our How To Pay page. 

How do I add my PayPal account to my Cloud instance? Show

To add PayPal as your payment method for your monthly Atlassian Cloud subscription, follow the instructions below:

  1. Log into your Cloud site as an Administrator, and select the Settings icon, followed by Billing.
  2. Select Billing Details. In the Payment Method section, click the Pencil icon to edit the preferred payment method.
  3. Click Pay with PayPal to connect your PayPal account.
When will PayPal be available for all purchases? Show

We are always looking for ways to simplify the purchasing process for our customers. In reviewing customer feedback and purchasing hurdles we have found that our biggest use case for PayPal is monthly Cloud customers and Server license purchases via the online Shopping Cart. While a decision has not been made on if PayPal will be extended for all purchases, we are extensively tracking requests.

Are there any fees that I am responsible for if I choose PayPal? Show

Buying with PayPal is usually free. There is no charge to open a PayPal account and there is no cost for buying products or services. If your transaction requires a currency conversion, PayPal will use a retail exchange rate (the wholesale cost of foreign currency as denominated by an outside financial institution) plus a conversion service charge. See PayPal Currency Conversion and Merchant Fees for more information.

How does currency conversion work? Show

If your transaction requires a currency conversion, PayPal will use a retail exchange rate (the wholesale cost of foreign currency as denominated by an outside financial institution) plus a conversion service charge. See PayPal Currency Conversion and Merchant Fees for more information.

Do I need a balance in my PayPal account to use it? Show

Nope! If you link a bank account to your PayPal account, money is taken directly from your bank account when you make purchases or send money.

What do I do if I'm locked out of my PayPal account? Show

If you are having issues signing into your PayPal account because you forgot your username or password, PayPal can help you recover this information. Contact PayPal Support for assistance. 

Where I can go for additional help or questions regarding PayPal? Show

You can find answers to commonly asked questions at the PayPal Help Center. If you cannot find your answer, the PayPal Customer Support team is ready to help. You can Contact PayPal via the PayPal Contact Page.

US Taxes

Why are you applying US Sales Tax to my order? Show

US sales tax is only applied to orders addressed to billing customers based in the US States and territories listed below.

Please Contact Us with your exemption documentation (linked below) and quote number (AT- XXXXXXX) if you are eligible to claim a sales tax exemption in relation to your existing quote.

Where available, Atlassian recommends providing blanket certificates (covers all orders) which remain in place until revoked in writing or by a tax authority.

Does Atlassian charge US Sales Tax? Show

Atlassian collects US Sales Tax for sales in taxable states in accordance with US state tax legislation.

US State Date Registered Exemption Form
Puerto Rico 1-Sept-2019

Commonwealth of Puerto Rico

New Mexico 1-Sept-2019

New Mexico Taxation & Revenue

Idaho 1-Sept-2019

Idaho State Tax Commission

South Carolina 1-Mar-2019

South Carolina Department of Revenue

West Virginia 1-Jan-2019

West Virginia Department of Revenue

Louisiana 1-Jan-2019

Louisiana Department of Revenue

Nebraska 1-Jan-2019

Nebraska Department of Revenue

Maine 1-Oct-2018

Multistate Tax Commission

Indiana 1-Oct-2018

Indiana Exemption Certificate

Wyoming 1-Oct-2018

Wyoming Department of Revenue

Mississippi 1-Oct-2018

Mississippi Department of Revenue

Kentucky 1-Oct-2018

Kentucky Department of Revenue

Wisconsin 1-Oct-2018

Wisconsin Department of Revenue

Hawaii* 1-Oct-2018

Excise Tax Exemption Form

Alabama 1-Jun-2018

Alabama Department of Revenue

Connecticut 1-Apr-2018

Connecticut Department of Revenue Services

Vermont 1-Dec-2017

Vermont Department of Taxes

Michigan 1-Sept-2017

Michigan Department of Treasury

Minnesota 1-Sept-2017

Minnesota Department of Revenue

Pennsylvania 1-July-2017

Pennsylvania Department of Revenue

Utah 1-June-2017

Utah State Tax Commission

Rhode Island 1-May-2017

Rhode Island Department of Revenue

South Dakota 1-May-2016

South Dakota Department of Revenue

Ohio 1-Aug-2015

Ohio Department of Taxation

Arizona 1-Aug-2015

State of Arizona Department of Revenue

North Carolina 1-May-2015

North Carolina Department of Revenue

Illinois 1-April-2014

Illinois Department of Revenue

Massachusetts 1-April-2014

Massachusetts Department of Revenue

New York 1-April-2014

he New York State Department of Taxation and Finance

Texas 1-April-2014

Texas Comptroller of Public Accounts

Washington 1-April-2014

Washington State Department of Revenue

Washington D.C. 1-April-2014

The District of Columbia Office of Tax and Revenue for an organization-specific exemption certificate

* General Excise Tax in Hawaii

If your purchases are US sales tax exempt, Contact Us with your valid exemption documentation and your quote/order number (AT-XXXXXXX) to avoid being charged US sales tax on future orders.

US sales tax was applied to my order, however, I can now supply valid exemption documentation covering the period of the purchase. How can I obtain a refund for the US sales tax portion of my payment? Show

Generally, US sales tax will be applied to all taxable orders where valid exemption documentation has not been provided to Atlassian.

However if valid exemption documentation covering the period of the purchase can be supplied, contact our Customer Advocate Team to arrange for the refund of your purchase within 30 days of payment.

After that time, you may contact your local state tax authority or amend your sales tax return to obtain a refund directly from your local revenue authorities.

I'm a Reseller located in a taxable US state, but I'm buying on behalf of a customer who is not located in a taxable US state. Will US sales tax apply? Show

For Reseller or Partner orders, the application of the US sale is based on the location of the Reseller/Partner and not the location of the customer or technical contact. If a valid reseller exemption certificate has not been supplied at the time of order, then US sales tax will automatically be applied to the order.

Value Added Tax (VAT), Japanese Consumption Tax (JCT), Goods and Services Tax (GST), and Quebec Sales Tax (QST)

Why are you applying VAT, JCT, GST or QST to my order? Show
VAT

In accordance with EU, Iceland, Norway, Turkey, South Korea, and Taiwan VAT legislation, VAT will be applied only to orders in those countries where exemption documentation or a valid VAT ID has not been supplied at the time of payment.

The VAT in other countries such as Switzerland, South Africa, and Russia are applicable on all taxable sales where valid exemption documentation has not been provided to Atlassian prior to payment. 

* Please note that there will be no VAT exemptions for customers located in Russia.

JCT

In accordance with Japanese tax legislation, JCT is applicable on all taxable sales.

Contact our Customer Advocate Team with your VAT ID/exemption documentation and quote number if you would like to apply a VAT ID or exemption status to an existing quote.

GST

In accordance with Indian service tax legislation, service tax will be applied only to orders where a valid Permanent Account Number (PAN), Corporate Identification Number (CIN) or Service Tax registration number has not been supplied at the time of payment. Australian customers are subject to 10% GST. 

QST

Atlassian, as a foreign specified supplier of electronic services, is required to collect 9.975% QST on sales made to consumers in Quebec starting January 1, 2019.  Business customers registered under the general registration system will not be able to recover QST paid on orders from Atlassian. That being said, business customers will need to provide their QST number so as not to be charged with QST on their orders.

Do you include Tax in the prices listed on the website? Show

No, the prices listed on our website are in US Dollars and do not include any tax. 

However, quotes generated via the Atlassian Store prior to purchase will state the applicable tax in US Dollars.

Please note:

For customers located in Australia, the tax conversion rate will be displayed on the Tax Invoice, which is issued upon receipt of payment in full.

The VAT/JCT/GST/QST on my quote is shown in US Dollars. Where can I find the equivalent tax in my local currency? Show

The equivalent tax in Euros / Norwegian Krone / Icelandic Krona / South Korean Won / Japanese Yen / Turkish Lira / South African Rand / Russian Ruble / Canadian Dollar will be displayed on the final invoice, which will be issued after full payment has been received.

This is because exchange rates fluctuate constantly and the equivalent tax in the non-USD currency cannot be determined until receipt of payment.

I've never had to pay VAT, JCT, GST or QST on my orders before, what's changed? Show

From time to time, domestic governments introduce new taxes or apply VAT, JCT or GST to new taxable items through new legislation.

To be a good global citizen, Atlassian endeavors to be compliant with all relevant international laws. To uphold our core value of "Don't #@!% the Customer" where possible, Atlassian will go to the additional effort of registering, implementing, collecting and filing local VAT or JCT returns to be compliant with these legal requirements rather than ceasing to sell Atlassian products in a country with new taxes.

VAT or GST was applied to my order, however, I can now supply my valid VAT ID, PAN, CIN, or GST registration number. How can I obtain a refund for the VAT or GST portion of my payment? Show

Generally, VAT or GST will be applied to all taxable orders where exemption documentation or a valid VAT ID, PAN, CIN, or GST registration number has not been provided to Atlassian.

However, if exemption documentation or a valid VAT ID covering the period of the purchase can be supplied, contact our Customer Advocate Team to arrange for the refund of your purchase within 30 days of payment.

After that time, customers with a valid VAT ID may claim a refund for VAT paid on business expenses directly from your local tax authority via your business VAT return. You do not need to self-assess VAT on this transaction again under the reverse charge system.

* Please note that there will be no VAT exemptions for customers located in Russia.

I am a Reseller located in a taxable country, but I am buying on behalf of a customer who is not located in a taxable country. Will VAT apply? Show

VAT

For Reseller or Partner orders, the application of the VAT is based on the location of the Reseller/Partner and not the location of the customer or technical contact. If no valid exemption documentation or VAT ID has been supplied at the time of order, then the VAT rate of the Reseller's/Partner's country will be automatically applied to the order.

JCT

JCT is applicable for all taxable sales. 

GST

For Reseller or Partner orders, the application of GST is based on the location of the Reseller/Partner and not the location of the customer or technical contact. If no valid PAN, CIN or GST registration number has been supplied at the time of order, then GST will be automatically applied to the order.

QST

For Reseller or Partner orders, the application of QST is based on the location of the Reseller/Partner and not the location of the customer or technical contact. If no valid exemption documentation or QST ID has been supplied at the time of order, then the QST rate of the Reseller's/Partner's country will be automatically applied to the order.

Wie aktualisiere ich mein My Atlassian-Konto mit meiner Umsatzsteuer-Identifikationsnummer oder der PAN-, CIN- oder GST-Registrierungsnummer? Show

Visit your Atlassian account profile page. Enter your VAT Number, PAN, CIN or GST registration number in the Tax ID section of "Your Personal Info" and click Save.

* Please note, this is not applicable to JCT, or customers located in Russia

Wie binde ich in mein My Atlassian-Konto meine Unterlagen für die Befreiung von der Umsatzsteuer ein? Show

Contact our Customer Advocate Team with your exemption documentation and quote number if you would like to apply your tax exemption status to an existing quote.

* Please note, this is not applicable to JCT, or customers located in Russia

Software Maintenance

What kind of support does Atlassian offer? Show

Atlassian offers tiered Support for our Cloud and Server products. See our Support Offerings page for detailed information.

What are the benefits of renewing software maintenance? Show

Renewing your server software maintenance is entirely optional, but it will ensure your continued access to the following great benefits:

Legendary Support

You'll continue to receive Atlassian's legendary support for another 12 months. Atlassian's support is available to you via our online support system.

Software updates

Our products continue to evolve via frequent and significant updates. If you're after new features, ever-improving usability and the latest innovations in issue tracking, active software maintenance ensures you continue to receive all the latest software updates for another 12 months.

Peace of mind

If your team depends on our products for many of its day-to-day activities, having a guaranteed direct line of contact to a committed support team offers fantastic peace of mind. Renewing ensures that the privileges of software maintenance continue uninterrupted.

Order your renewal today

If you wish to renew your software maintenance or upgrade your license, simply submit your order using our Quote & Order Form.

When does software maintenance start? Show
  • New license: Your 12-month software maintenance period will commence from the date of payment confirmation.
  • Upgrade: Your 12-month software maintenance will commence from the date of payment confirmation and replaces any active software maintenance of the upgraded license.
  • Software maintenance renewal: Your 12-month software maintenance will commence from the expiration date of the previous maintenance period, regardless of when the maintenance renewal was purchased.

Please note: maintenance renewals commence from the date the previous maintenance period expires, regardless of when the maintenance renewal was purchased.

What happens when the included maintenance ends? Show

After the first 12 months, your software maintenance will expire and you will no longer be able to receive technical support or software updates. Renewing your software maintenance is done purely at your discretion and can be renewed in advance of your maintenance expiration to ensure uninterrupted access to the support and software updates.

As all commercial and academic Server licenses are perpetual, you can use your software into perpetuity. This means the server product will continue to operate in its current state after the maintenance period expires.

Please note: maintenance renewals commence from the date the previous maintenance period expires, regardless of when the maintenance renewal was purchased.

Can maintenance dates be co-termed/synchronized? Show

Software Maintenance comes in 12-month blocks. If you have purchased multiple Atlassian products on different dates, your maintenance renewal dates can be co-termed/synchronized to the same date, so long as one license renews at least 12 months of software maintenance. To do this, please request a renewal quote by simply clicking the 'Renew' tab in our Atlassian Store. Once your renewal quote has been created, Contact our Customer Advocate Team, and we'll be happy to help!

Please note: Because upgrades and new license purchases include 12 months of maintenance from the date of purchase, they cannot be co-termed to existing licenses for less than 12 months.

How can I purchase a maintenance renewal? Show

Jeder kann eine Bestellung aufgeben oder ein Angebot anfordern – dafür ist lediglich die Support Entitlement Number (SEN) und die E-Mail-Adresse eines aktuellen Kontakts für die Lizenzverlängerung erforderlich. Um eine Verlängerung des Wartungszeitraums für Server-Produktsoftware zu bestellen, gehst du zu unserem Bestellformular und klickst auf die Registerkarte Verlängern*. Auf der Registerkarte "Verlängern" kannst du ein mit dir verknüpftes Produkt verlängern oder uns die Details des Produkts mitteilen, das du verlängern möchtest.

Anschließend erhältst du ein Angebot oder eine Rechnung per E-Mail. Wenn die Kreditkartendaten nicht über das sichere Online-Formular angegeben werden, kann das Angebot per Scheck, ACH (US-Kunden), Direktüberweisung oder PayPal bezahlt werden. Auf die Lizenz und alle relevanten Quellendownloads kann online nach Bestätigung der Zahlung zugegriffen werden.

Nach der Zahlungsbestätigung wird ein neuer Lizenzschlüssel ausgestellt. Der Ansprechpartner für Abrechnung und Technisches kann über sein Konto bei My Atlassian auf den Lizenzschlüssel zugreifen. Die vorhandene Installation kann aktualisiert werden, indem der neue Lizenzschlüssel kopiert und auf der Seite License Details(Lizenzinformationen) im Administrationsbereich des Produkts eingefügt wird.

So forderst du ein Angebot von My Atlassian an:

  1. Melde dich bei my.atlassian.com an.
  2. Klicke auf den Pfeil neben dem zu erneuernden Atlassian-Produkt. Der Bildschirm für die Produktverwaltung wird angezeigt.
  3. Klicke im Bereich "Actions" (Aktionen) auf Renew (Verlängern).
  4. Aktiviere das Kontrollkästchen neben den Produkten, die du verlängern möchtest. Klicke auf Add to Cart (Zum Einkaufswagen hinzufügen).
  5. Überprüfe den Einkaufswagen und klicke auf Check Out (Bezahlen) oder Save this as a quote (Als Angebot speichern).
  6. Gib Informationen zum Lizenznehmer und zur Organisation an und klicke auf Continue (Weiter).
  7. Wähle deine bevorzugte Zahlungsmethode aus. Wenn du möchtest, kannst du das Kontrollkästchen aktivieren, damit deine Produkte automatisch erneuert werden.
  8. Klicke auf Weiter. Bestätige die Bestelldetails und klicke auf Submit (Senden).

Das Angebot oder die Bestellbestätigung wird an die angegebenen Kontaktpersonen für Abrechnung und technische Fragen gesendet.

Hinweis: Ab dem 2. Juli 2019 können Kunden für Server-/Data Center-Produkte eine aktive Softwarewartung für maximal 2 Jahre in Anspruch nehmen. Atlassian Cloud-Kunden können ein 12-Monats-Abonnement erwerben.

* Preise für die Softwarewartung können von Zeit zu Zeit überprüft werden. Für Produkte, deren Wartung auf einem alten Lizenzmodell basiert, das nicht mehr verfügbar ist, wird dir der aktuelle Verlängerungspreis berechnet. Nach unserem alleinigen Ermessen bieten wir eventuell ein zeitlich begrenztes Grandfathering-Programm für Server-Produkte (nicht gehostet) an, das wir allen Kunden mit Lizenzen ankündigen würden, bei denen es eine Änderung gegeben hat.

What is Atlassian's End-of-Life Policy? Show

Atlassian supports major versions for two years after the first major iteration of that version was released (for example, we support Jira 6.3.x for 2 years after Jira 6.3.0 was released).

You can find more information and specific EOL dates in our End-of-Life Documentation.

Licensing

What is the user limit for Atlassian products? Show

Atlassian Cloud

Im Rahmen des Standard- und Premium-Tarifs kannst du Lizenzen für bis zu 5.000 Benutzer (Confluence, Jira Core, Jira Software) erwerben. Für die Jira Service Desk-Cloud kannst du Lizenzen für bis zu 5.000 Agenten erwerben. Es gibt keine Begrenzung für die Anzahl der Jira Service Desk-"Kunden". Bei kostenlosen Tarifen kannst du Lizenzen für bis zu 10 Benutzer (Confluence, Jira Core, Jira Software) und 3 Agenten (Jira Service Desk) erwerben. Es gibt keine Begrenzung für die Anzahl der Jira Service Desk-"Kunden" bei kostenlosen Tarifen.

Server

Für Server gibt es keine Benutzerbegrenzung.

Die Preise für Atlassian-Produkte basieren auf der Benutzerstufe (pro Benutzer für Atlassian Cloud monatlich). Weitere Informationen findest du unter Wie viel kosten Atlassian Produkte?

How are users counted in Atlassian licenses, as named or concurrent? Show

A user is, by definition, an account with the permission to log into the application. A named user with this permission is counted towards the user limit, whether logged in to the application or not. Only one individual, a named person, is permitted per product login. Multiple people cannot share a product login. Our licensing model is not based on concurrent users.

  • For Cloud customers, see Section 2.5 of our Cloud Terms of Service
  • For Server and Data Center customers, your license rights in Section 3.1 of our Software License Agreement are subject to your applicable Scope of Use, and your Scope of Use is tied to the number of unique Authorized Users you have purchased
How do I apply my Server license key? Show

When you purchase a new server license or renew/upgrade an existing server license, a new license key will be added to the Billing & Technical Contact's My.Atlassian account. Once a Billing or Technical Contact has copied the license key from their My.Atlassian account, follow the steps below to apply your new key to your server environment.

Jira

  1. Log in to Jira as a System Administrator
  2. Click the Settings cog > Applications
  3. Click Versions & Licenses
  4. Locate the license you want to update, and click on the pencil icon to edit the license.  Replace the existing license key with your new license key.
  5. Click Update License

Confluence

  1. Log in to Confluence as a System Administrator
  2. Click the Settings cog > General Configuration
  3. Click License Details
  4. Paste the new license key, and click Save
 
Can I purchase a Marketplace app at a User Tier other than that of the parent product? Show

All Marketplace apps must match (or exceed) the parent product in terms of User Tier. For example, if you license Jira Software at 100-Users, and Confluence at 50-Users, all Jira apps must be licensed at the 100-User Tier, and all Confluence apps must be licensed at the 50-User Tier.

What are the conditions for an Atlassian Academic License? Show

Atlassian is happy to offer the following organizations Atlassian core products and Apps at 50% off list price.

The following organizations are eligible for an Atlassian Academic License:

  • Educational institutions: Public or private K-12, vocational schools, correspondence schools, junior colleges, colleges, universities, or scientific or technical schools that are accredited by a national accrediting agency.
  • Administrative offices & boards of education: Provincial, district, regional, national and state administrative offices and authorities of the Educational Institutions defined above.
  • Public libraries
  • Home-school programs
  • Research institutes that are affiliated with an accredited university.
  • Teaching hospitals that are affiliated with an accredited university.
  • Training and teaching organizations that are accredited by a statutory government qualifications body.

Proof of accreditation or affiliation may be required when ordering an Atlassian Academic License.

Beginning July 1, 2019, Atlassian offers Academic Cloud licensing at 50% off list price. Please note that Academic Cloud pricing includes Atlassian core products and Apps, and does not include third-party Marketplace Apps, Trello, Bitbucket, Opsgenie, Statuspage, or Jira Align. Contact Us to request Academic Cloud pricing for Atlassian core products and Apps, please include the URL for your Atlassian Cloud site (if you don't have one, sign up here).

What are the conditions of an Atlassian Open Source Project License? How can I apply? Show

Atlassian offers our products for free to the Open Source community. You can get more information on the Open Source License program and apply for licenses here.

What are the conditions for an Atlassian Community License? How can I apply? Show

Atlassian is happy to provide free Server (self-hosted) licenses for registered charitable non-profit organizations which are non-government, non-academic, non-commercial in nature, have no religious affiliation and that would not otherwise be able to afford Atlassian software.

Beginning July 1, 2019, Atlassian offers Community Cloud licensing at 75% off list price. Please note that Community Cloud pricing includes Atlassian core products and Apps, and does not include third-party Marketplace Apps, Trello, Bitbucket, Opsgenie, Statuspage, or Jira Align.

You can apply for Community Licenses by completing our Community License Request Form.

What are the conditions for an Atlassian Classroom License? How can I apply? Show

Atlassian is happy to provide free Server (self-hosted) licenses for educational use by students and teachers within a classroom setting

Beginning July 1, 2019, Atlassian offers Classroom Cloud licensing at 75% off list price. Please note that Classroom Cloud pricing includes Atlassian core products and Apps, and does not include third-party Marketplace Apps, Trello, Bitbucket, Opsgenie, Statuspage, or Jira Align.

You can apply for Classroom Licenses by completing our Classroom License Request Form.

Would additional licenses be required if multiple instances of the software were to be installed on a single server? Show

Yes, additional licenses would be required. Each license permits only the deployment of a single instance of the software in a production environment.

What are developer licenses? How are they used? Show

Entwicklerlizenzen stehen bestehenden kommerziellen und akademischen Server-Lizenznehmern zur Verfügung (nicht für Cloud- oder Server-Starter-Produkte), die Installationen außerhalb ihrer Produktionsumgebung für Tests und Entwicklungen von Atlassian-Software (z. B. Versions-Upgrades, Anpassungen der Software usw.), die nicht in einer Live-Produktionsinstanz durchgeführt werden sollten, bereitstellen möchten.

Entwicklerlizenzen können auch für Nichtproduktionsinstallationen der Software verwendet werden, die auf einem Cold Standby-Server bereitgestellt wird.

Diese Lizenz wird kostenlos zur Verfügung gestellt und der Ablauf der Wartung dieser Lizenz wird mit dem Ablaufdatum der Wartung deines Produkts synchronisiert.

Die technische Kontaktperson für die Lizenz kann durch Ausführen dieser Schritte einen Entwicklerschlüssel generieren:

  1. Logge dich bei My Atlassian ein.
  2. Klicke auf das entsprechende Atlassian-Produkt – der Bildschirm für die Kontoverwaltung wird angezeigt.
  3. Klicke im Abschnitt "Actions" (Aktionen) auf View Developer License (Entwicklerlizenz anzeigen).
  4. Überprüfe die Entwicklerlizenz-Vereinbarung und klicke auf View (Anzeigen). Es wird ein Lizenzschlüssel angezeigt. Kopiere diesen Schlüssel und fügen ihn in deinen Entwicklungsserver ein.

Du kannst mehr als einen Lizenzschlüssel generieren, wenn du mehrere Vorproduktionsserver betreibst, z. B. Entwicklungs-, Test- und QA-Server.

Can I combine multiple licenses to increase the number of licensed users I have for a single instance? Show

Server product licenses cannot be combined to increase the number of users for a single instance. To increase the number of users, you will need to obtain an upgrade to the desired user tier. You can get additional information on upgrades of each respective product: Jira SoftwareJira Core, ConfluenceFisheye, Crucible, Bamboo, Bitbucket, Crowd, Portfolio for JiraTeam Calendars for Confluence, and Questions for Confluence.

Managing My Account

Wie kann ich die E-Mail-Adresse in meinem My Atlassian-Konto ändern? Show

Alle My Atlassian-Konten verwenden deine E-Mail-Adresse für das Atlassian-Konto als Benutzernamen. Du kannst deine E-Mail-Adresse über die Seite E-Mail ändern auf ID.Atlassian.com aktualisieren. 

Wenn du Lizenzen an dein bestehendes Konto angehängt hast, werden diese nach einer erfolgreichen Änderung an deine neue E-Mail-Adresse übertragen. 

How do I update the Billing and Technical Contacts for my Atlassian products? Show

To add a Billing or Technical Contact, any existing Billing or Technical Contacts can log into their My.Atlassian account, select the product or subscription in question and enter the email address of the new contact. If the new contact does not have an Atlassian Account, you will be prompted to enter a few details.

To establish a new Primary Billing or Technical Contact, the new contact will need to log into their My.Atlassian account and select Make Primary. The existing Primary Contact will then be demoted to a secondary contact and can be removed if needed.

Within Atlassian Cloud, any SIte Admin will be able to make themselves a Billing Contact by navigating to Site Administration > Billing > Overview and selecting Make Me A Billing Contact.

If you have any questions about the Contacts on file for your license or subscription, contact our Customer Advocate Team.

How do I change the credit card for my Atlassian Cloud subscription? Show

Monthly accounts

Any billing or technical contact of an Atlassian Cloud subscription can update the credit card on file. To update the credit card, follow the instructions below:

  1. Log in to my.atlassian.com. You'll arrive on the Licenses page by default.
  2. Click the  >  next to your Atlassian Cloud instance. 
  3. Click Edit Credit Card. Enter the new card details then save the changes.

The new card will be charged on the next billing date. If your account is past due, the credit card will be charged once it is updated. 

Alternatively, if you are a Cloud site admin, you can see and update the credit card for your subscription within the site administration console by going to Settings > Billing > Billing Details. From the Billing Details section you can:

  • see the billing contact for your site
  • update the credit card details for your payment
  • update the billing address for your payment 

Annual accounts

You must be a site admin to update the credit card for an account on an annual subscription. Site Admins can see and update the credit card for your subscription within the site administration console by going to Settings > Billing > Billing Details. From here you can:

  • see the billing contact for your site
  • update the credit card details for your payment
  • update the billing address for your payment

The new card will be charged on the next billing date. If your account is past due, the credit card will be charged once it is updated.

How can I change or reset My.Atlassian password? Show

So änderst du dein Passwort:

  1. Gehe auf id.atlassian.com und melde dich mit deinem Atlassian-Konto oder dem My Atlassian-Passwort an.
  2. Wähle dein Profil in der linken unteren Ecke aus. Klicke auf Konto verwalten.
  3. Klicke im linken Navigationsbereich auf Sicherheit.
  4. Gib dein aktuelles Passwort und dein gewünschtes neues Passwort ein.
  5. Klicke auf Änderungen speichern.

So setzt du dein Passwort zurück:

Wenn du das Passwort für dein Atlassian-Konto oder das My Atlassian-Konto vergessen hast, befolge diese Anweisungen, um es zurückzusetzen.

  1. Gehe auf die Seite Passwort vergessen.
  2. Gib die E-Mail-Adresse ein, die deinem Konto zugeordnet ist, und klicke dann auf Wiederherstellungslink senden.
  3. Wir senden dir eine E-Mail mit einem Link, mit dem du dein Passwort zurücksetzen kannst.
Where can I access my open quotes or paid invoices? Show

Designierte Kontaktpersonen für Abrechnung und technische Fragen können sich bei ihren My Atlassian-Konten einloggen und Angebote und Rechnungen herunterladen, Zahlungen veranlassen, Bestellnummern hinzufügen, Angebote löschen und Änderungen an bestehenden/offenen Angeboten vornehmen.

  1. Logge dich bei deinem My Atlassian-Konto ein und klicke in der Navigationsleiste auf die Registerkarte Orders (Bestellungen).
  2. Auf der Registerkarte Quotes (Angebote) kannst du ein Angebot oder eine Rechnung als PDF herunterladen, eine Kreditkartenzahlung ausführen, eine Bestellnummer hinzufügen, Änderungen am Angebot vornehmen oder das Angebot komplett löschen.
  3. Auf der Registerkarte Invoices (Rechnungen) kannst du Bestelldetails einsehen, indem du auf das Symbol > klickst, oder eine PDF der bezahlten Rechnung herunterladen, indem du auf der Registerkarte Actions (Aktionen) auf den Link Invoice (Rechnung) klickst.

Bitte beachte: Du kannst nur auf Bestellungen zugreifen, bei denen du als Ansprechpartner für Abrechnung oder technische Fragen aufgeführt bist.

What can I do as a Billing or Technical Contact? Show

The Billing and Technical Contacts for a license or subscription have access to update the payment details on file within their My.Atlassian account, view and pay invoices, add additional Billing or Technical Contacts, raise Support requests, generate trial licenses, and more. 

The Billing and Technical Contacts are viewed as the product owners, and have authority to request changes to the license/subscription.

For questions about Billing and Technical Contacts, contact our Customer Advocate Team.

Can I delete my My.Atlassian account? Show

Sure! If you've confirmed that all of your licenses have been moved to another Billing and Technical Contact, you can close your account via our Close Your Account page. 

Upgrading Server Licenses

What upgrade paths are available? Show
Upgrade paths and pricing for server products can be found on the Product tabs in the left navigation bar.

Licenses cannot be combined to create custom tiers (e.g., a 10 user license and a 50 user license will not produce a 60 user license), and custom tiers are not available for purchase.

How are upgrade prices calculated? Show

When calculating the price of a Server license upgrade, we use the following formula:

New Tier Price minus 50% of Current Tier Price

Please note: Upgrade pricing is dependent on what you have paid previously. If you purchased before 3-Oct-2019 you may be on a different pricing plan, and the formula above will not apply. To verify your upgrade cost, please create a Server upgrade quote via the Atlassian Store.

How do I purchase or request a quote for a server product license upgrade? Show

Anyone can purchase or request a quote, all that's needed is the Support Entitlement Number (SEN) and the email address of any current contact for the license being upgraded.

Visit the Quote & Order Form and click the Upgrade tab. Enter the license SEN and email address for a current license contact. Complete the license type, product, existing edition and upgrade to sections then click Add to Cart. Complete Step 2 and 3 of the Quote & Order Form and submit the form. Once that's done, a quote will be sent via email to the billing and technical contacts.

If credit card details are not provided through the secure online form, the quote can be paid by mailed check, ACH (US customers) or direct bank transfer. When payment is received, an email will be sent to the nominated licensee and billing contacts providing details on how to access the license and any applicable source downloads.

How do I request an Upgrade quote from My.Atlassian? Show

Du kannst die Benutzerstufen der Atlassian-Software jederzeit aktualisieren.

  1. Logge dich bei My Atlassian ein, dann wird die Kontoseite angezeigt.
  2. Klicke auf das Symbol > neben deinem zu aktualisierenden Atlassian-Produkt.
  3. Klicke im Abschnitt "Actions" (Aktionen) auf Upgrade (Upgrade durchführen).
  4. Wähle je nach Einstellung entweder Stay with Server (Bei Server bleiben) oder Upgrade to Data Center (Auf Data Center aktualisieren) aus.
  5. Vergewissere dich, dass das Kontrollkästchen für das zu aktualisierende Produkt aktiviert ist. Wähle in der Spalte Upgrade User Tier (Benutzerstufe erhöhen) die gewünschte Benutzerstufe aus.
  6. Überprüfe die Bestellung und klicke auf Add to Cart (Zum Einkaufswagen hinzufügen).
  7. Du kannst entweder Check Out (Bezahlen) anklicken und eine Zahlung online bearbeiten oder auf Save This as a Quote (Als Angebot speichern) klicken, um später zu bezahlen.

Sobald die Zahlung bearbeitet wurde, wird der neue Lizenzschlüssel den My Atlassian-Konten der in der Bestellung aufgeführten Kontaktpersonen für Abrechnung und technische Fragen hinzugefügt.

When does my upgraded maintenance begin? Show

Your 12 month software maintenance will commence from the date of payment confirmation and replaces any active software maintenance of the upgraded license. You will not accrue maintenance forgone from your old license because a new service agreement is entered on a new product with a new license key.

Can the maintenance of a license being upgraded be synchronized with other licenses? Show

License upgrades include 12 months of software maintenance commencing from the date payment is processed and cannot be shortened. Customers can synchronize the maintenance on other licenses to match the license being upgraded. Alternatively, when the maintenance for customer's other licenses is up for renewal the upgraded license can be added at that time.

Customer Terms

Our legal department would like to make some changes to your Software License Agreement. Is that ok? Show

Within Atlassian's current price structure, we're unable to make any changes to our standard customer terms. If you consider our pricing model and the costs of creating and managing individual agreements with each of our customers, you can begin to understand our position. Maintaining standard terms with all of our customers allows us to focus our resources on meeting our obligations under these agreements. Do keep in mind of course that our customer terms have been very carefully authored to be fair to both you and us.

There may be some issues that are not covered here or on the rest of this page. If so, feel free to contact us.

Your customer terms refer to the grant of publicity rights to Atlassian. What does that mean? Can we change that? Show

Atlassian lists a small number of our customers on our website as examples of organizations using our products. All other disclosures about our customers (customer testimonials, case studies, etc.) are done so only after collaborating with and obtaining permission from our customers.

If you don't want us to mention your company name at all, just contact our Customer Advocate Team and we'll add you to our list of companies requesting not to be party to any disclosures or forms of publicity (including our customer lists on our website).

Reassigning Licenses Show

In order to reassign your existing licenses to a new entity, log in to your My.Atlassian account to update the Billing and Technical Contacts. 

Can Atlassian provide written confirmation that it is the manufacturer of the products it sells? Show

Upon request, we are happy to provide a Sole Source letter confirming that Atlassian is the manufacturer of the products we sell. If you'd like a copy of our Sole Source letter, Contact Us

Privacy & GDPR

What's changing with Atlassian's Privacy Policy? Show

Atlassian has released an update to our Privacy Policy which comes into effect starting on May 25th, 2018. Our new policy is more user-friendly and addresses new data regulations (including GDPR). The most significant changes in the new policy are explained below:

  • Better navigation and user-friendly language. To make the policy easier to understand, we use clear, plain language and examples that illustrate our activities. We reformatted our privacy policy page with active links, so you can quickly find the information that matters most to you.  
  • How we integrate our products. We're always improving our products to give you a frictionless and customized experience. The updates to our policy describe the tools we’ve built to make our products smarter and allow you to move seamlessly from one Atlassian product to another.
  • More control over your information. We make it easy for you to control the information you provide to us. Our policy explains how you can make choices about your information, and the measures we’ve put in place to keep your information secure.
  • Using our products for work. Many users have access to our services through their organizations (e.g., their employers), who control their accounts or use of our services. The updated policy clarifies our relationship to these users and explains the tools available to administrators of these users.
What is GDPR, and what is Atlassian doing to comply? Show

GDPR stands for the General Data Protection Regulation and is effective as of May 25th, 2018. GDPR replaces national privacy and security laws that previously existed within the EU with a single, comprehensive EU-wide law that governs the use, sharing, transfer and processing of any personal data that originates from the EU. 

Our policy is to respect all laws that apply to our business and this includes GDPR. We also appreciate that our customers have requirements under GDPR that are directly impacted by their use of Atlassian products and services. We are committed to helping our customers stay in compliance with GDPR and their local requirements. 

As part of our commitment to GDPR compliance, we have updated our Privacy Policy. 

In addition, here are a few things that Atlassian is committed to doing to ensure our compliance with GDPR and that of our customers: 

  • Ensuring our products are ISO 27001 and ISO 27018 certified, with JIRA and Confluence Cloud ISO certifications anticipated in May 2018 and all other products as soon as possible thereafter. To learn about our current security certifications and commitments, see https://www.atlassian.com/trust
  • Where we are transferring data outside of the EU, Atlassian commits to having the appropriate data transfer mechanisms in place as required by GDPR. This includes our current Privacy Shield certification.
  • Atlassian commits to follow appropriate security measures and precautions in accordance with GDPR. 
  • Atlassian will assist with notifying regulators of breaches and promptly communicating any breaches to customers and users. 
  • We will ensure that employees authorized to process personal data have committed to confidentiality. 
  • We will hold any subprocessors that handle personal data, including our data center partners, to the same data management, security, and privacy practices and standards to which we hold ourselves. 
  • Atlassian commits to carrying out data impact assessments and consulting with EU regulators where a data impact assessment indicates a high risk associated with processing without an appropriate mitigating strategy.
  • Where appropriate, we will offer contractual language documenting our commitments to our customers to support their GDPR obligations.
  • Atlassian will assist our customers, insofar as possible, to respond to data subject requests our customers may receive under the GDPR. 
Does Atlassian process personal data? Show

Yes. We process personal data to provide our products and services and for other purposes as outlined in the applicable Privacy Policy for the products you are using or accessing.

Can Atlassian assist my company with responding to an Individual Rights Request (Subject Access Request)? Show

As a processor of personal data for many of our customers, we will assist our customers with responding to individual rights requests that they receive under the GDPR. In many cases, customers may be able address these types of requests by logging into the applicable product and using settings available within such product or your account. Where this is not possible, contact us to request assistance with any such individual rights requests. 

Where does Atlassian store and send my data? Show

Our goal is to provide our customers with secure, fast, and reliable services. As a provider of global services, we run our services with common operational practices and features across multiple jurisdictions. Today, we store data in data centers located in the US, Germany, Ireland, Singapore, and Australia. Data is stored in the data center closest to the location of the majority of users accessing an instance. We may also allow employees and contractors located around the world to access certain data for product promotion and development, and customer and technical support purposes. For more information, see our Cloud Hosting Infrastructure page.

Can you host my data in the EU? Show

Although Atlassian Cloud now offers European hosting, we will optimize where to host customer data based on how it is accessed around the world (rather than upon request). We don't guarantee that your data will be hosted in a specific location. However, data hosting location determinations are always based on reducing latency and achieving optimal performance for you and your users.

How does Atlassian handle onward transfers of data outside of the EU? Show

Atlassian understands and respects the rules for onward transfers of personal data outside of the EU. To that end, we rely on EU-US Privacy Shield Framework and the EU Standard Contractual Clauses to transfer EU personal data to countries that have not been deemed to provide adequate protection by the EU Commission. Atlassian offers customers a pre-signed Data Processing Agreement (DPA) to meet onward transfer requirements under the GDPR. The Atlassian DPA is available here for all cloud customers to download and electronically sign to meet onward transfer requirements under GDPR.

We need to transfer your personal data to other organizations to help us provide you the service. For example, we use Amazon Web Services data centers to assist us in storing your data. In some instances, these are other companies within the Atlassian family. For example, if you request support and assistance, you may speak to our agents at our headquarters in Australia or to one of our other support centers. Whenever we share your data, we remain accountable to you for how it is used by any of these organizations. We require all service providers, including other Atlassian companies, to enter into contracts with us to ensure that our customers' personal data receives the same level of protection and safeguards.

For more information on how we transfer and process personal data, see our Privacy Policy

What is Privacy Shield and is Atlassian certified? Show

In order to legally transfer data outside of the EU, the GDPR requires such data be transferred in accordance with an "adequate transfer mechanism." The Privacy Shield Program is a framework agreed to by the U.S. Department of Commerce and the European Commission that provides an "adequate transfer mechanism" for participating companies. Companies certifying to the Privacy Shield framework agree to apply specific privacy and security protections to personal data when it is transferred from the EU to the U.S. We know that the protection of personal data is important to our customers, which is why we decided to participate in Privacy Shield as a way for us to demonstrate our commitment to global privacy standards and requirements.

Atlassian is Privacy Shield certified, meaning we have promised to follow transfer rules and practices as further described in the Privacy Shield framework. For more information, see our Privacy Shield Certification

Do you offer your customers a Data Processing Addendum? Show

Yes! We understand that our customers, and in particular, our European customers, will require that, where Atlassian is a processor of EU personal data, we execute additional terms that meet GDPR obligations with respect to the processing of that EU personal data. The Atlassian Data Processing Addendum is available here for all cloud customers to download and electronically sign to meet onward transfer requirements under GDPR.

Will Atlassian sign Standard Contractual Clauses (also known as Model Clauses)? Show

Atlassian’s Data Processing Addendum incorporates the EU Controller to Processor Standard Contractual Clauses as a transfer mechanism for Customer Personal Data. The terms of the Standard Contractual Clauses apply where the transfer of Customer Personal Data from the EU to Atlassian is not covered by another transfer mechanism recognized by applicable data protection law as providing an adequate level of protection for personal data (e.g., the EU - U.S. Privacy Shield Framework).

Can I make changes to the Atlassian DPA? Show

The Atlassian DPA is an extension of our Cloud Terms of Service and reflects our compliance with GDPR requirements (including those specifically set forth under Article 28) as applicable to our products and services. Just as with our standard Cloud Terms of Service, we're unable to make any changes to our DPA on a customer-by-customer basis.

Can I opt out of having my data collected or shared? Show

You have certain choices available to you when it comes to your information. You can exercise some of the choices by logging into the applicable product and using settings available within the applicable product or your account. Where our products are administered for you by an administrator, you may need to contact your administrator to assist with your requests first. Atlassian's Privacy Policy summarizes those choices, how to exercise them and any relevant limitations. See the section How to access and control your information in Atlassian's Privacy Policy for more information. 

How does Atlassian secure my data? Show

We have implemented organizational and technical safeguards to secure our users' data, in compliance with GDPR requirements. Our users' personal data is pseudonymized when stored, and further encrypted if it is being transferred. For more information on how we secure and store at Atlassian, see our Trust page.

For Server and Data Center Products, what information does Atlassian process? Show

If you use a server or data center version of our products, we do not host, store, transmit, receive or collect information about you (including your content), except in limited cases, where permitted by your administrator: we collect feedback you provide directly to us through the product; we collect content using analytics techniques that hash, filter or otherwise scrub the information to exclude information that might identify you or your organization; and we collect clickstream data about how you interact with and use features in the applicable product. Server and data center administrators can disable our collection of this information from the applicable products via the administrator settings or prevent this information from being shared with us by blocking transmission at the local network level. 

Are third-party apps in the Atlassian Marketplace covered by Atlassian's Privacy Policy? Show

Third-party app policies and procedures are not controlled by Atlassian, and our Privacy Policy does not cover how third-party apps use your information. We encourage you to review the privacy policies of third parties before connecting to or using their applications or services to learn more about their privacy and information handling practices. 

Does Atlassian use sub-processors to further process customer data? Show

A list of our subprocessors can be found on our Sub-Processors page.

Who can I contact with questions regarding GDPR? Show

Our products are used by millions of users around the world. To provide scalable service to our users and customers, we have included GDPR compliance information in our updated Privacy Policy and have included answers to commonly asked questions on this page. We encourage you to review this page first, as you may find your topic of interest has been addressed. However, we also understand there are circumstances where it may help to connect with us directly. For more information, see the Contact Ussection of our Privacy Policy.

Customizations and Professional Services

Do I get access to the source code? What customizations can be made to the code? Show

Jira Software, Jira Service Desk (4.2 onwards), Jira Core, Confluence, Bamboo, Crowd, Bitbucket and SharePoint Connector for Confluence commercial, academic, and Starter License holders receive source code to the software, allowing for in-house customizations and modifications. Atlassian's software is still very flexible and customizable; source modifications are required only in the most complex setups.

The JSP source code is provided to Crucible and Fisheye commercial, academic, and Starter License holders.

Source code access is only offered by Atlassian for some Atlassian products. 3rd party Marketplace and Atlassian apps may not include access to source code.

Under the terms of the Atlassian Software License Agreement, licensees are permitted to modify the source code to develop bug fixes, customizations or additional features. As Atlassian software is proprietary, under no circumstance may licensees embed the source code into another application, nor can a licensee copy or in any way use elements of the source code within other applications.

Please note: Some customers may not have access to product source code due to U.S. Export Control restrictions. More information can be found at bis.doc.gov.

Can I request a feature? Show

Certainly! As a customer there are different approaches to influencing the evolution of Atlassian's products:

  1. Vote for an existing issue: Atlassian runs a public Jira instance allowing customers to submit feature requests. Each time Atlassian plans the next version of an application, the number of votes for all outstanding issues are reviewed to gauge their popularity. Therefore, by voting for an existing issue you can increase its likelihood of being included in the next planned release. You can search for outstanding issues through the 'Find Issues' search tool. Simply view the relevant issue and 'Vote for it'.
  2. Create a new issue: If there are no matching existing issues that reflect your requirements, you can submit a new feature request by creating a new issue, selecting the relevant project (which product your request relates to), selecting 'Suggestion', and then completing the relevant details on the subsequent screen.
  3. Customize the source code: All Jira, Confluence, Bamboo, and Crowd commercial and academic license holders are granted access to the full source code as part of the terms of the commercial license. With source access the application can be completely customized to cater for the most complex environments and/or requirements.
Does Atlassian have a professional services team who can assist with on-site training, implementation and/or software customizations? Show

Atlassian does not currently offer customers any professional services. Consequently, Atlassian can not formally engage in or formally assist with on-site customer training, implementations or software customizations. Commercial and academic licensees are of course entitled to support and assistance under the terms of their active software maintenance and Atlassian will always endeavor to provide legendary support under those terms. We do, however, have a number of official Atlassian Partners who are able to assist with on-site training, implementation and customization requirements.

Atlassian Partner Program

Is it possible to join the Atlassian Solution Partner Program? Show

Indeed, Atlassian is always interested to hear from like-minded companies looking for compelling synergies.

The Atlassian Solution Partner Program was established to provide support and incentives to parties interested in selling Atlassian products and related services to their current and prospective customers. For more information and to submit your application, visit the Atlassian Solution Partner page.

Does Atlassian have any Solution Partners in my local area? Show

You can find a list of our current Solution Partners by region in the official Atlassian Partner Directory. Alternatively, contact the Atlassian Channel Team for a recommendation.

Source Code

Is Atlassian's software open source? Show

No, Atlassian products are proprietary software applications.

Jira Software, Jira Service Desk (4.2 onwards), Jira Core, Confluence, Bamboo, Crowd, Bitbucket, and SharePoint Connector for Confluence commercial, academic, and Starter License holders do however receive the full source code to the software, allowing for in-house customizations and modifications. Atlassian's software is still very flexible and customizable; source modifications are required only in the most complex setups.

The JSP source code is provided to Crucible and Fisheye commercial, academic, and Starter License holders.

Who has access to product source code? Show

Source code access is available only to the nominated technical and billing contacts of a server product license. To become a license contact and have access to source code, contact your nominated technical or billing contact(s). If you do not know whom to contact within your organization, contact us.

Atlassian Cloud customers do not have access to source code as the Cloud code base is not customizable. In addition to Atlassian cloud customers, some customers may not have access to product source code due to U.S. Export Control restrictions. More information can be found at bis.doc.gov.

Please note: Atlassian does offer free licenses for official Open Source Projects and community organizations — it's our way of giving something back. In addition, Atlassian actively supports a large number of Open Source projects and groups, such as Apache, Codehaus, OpenSymphony, WebWork, and XDoclet. To learn more about Open Source at Atlassian, click here.