Precios y licencias de Service Collection

Service Collection es un conjunto de aplicaciones y agentes de IA diseñadas para ayudar a los equipos a ofrecer experiencias de servicio excepcionales a empleados y clientes.

Service Collection incluye Jira Service Management, Customer Service Management, Activos y Rovo.

Service Collection se vende como una oferta única, que incluye Jira Service Management, Customer Service Management, Activos y Rovo. Las aplicaciones no se pueden comprar por separado.

No es obligatorio implementar todas las aplicaciones, aunque algunas funciones pueden estar limitadas según las aplicaciones que se implementen. Los agentes con licencia de Service Collection pueden tener acceso a algunas o a todas las aplicaciones de la colección, según lo determine el administrador.

Los clientes actuales de Jira Service Management pasarán a Service Collection y tendrán acceso a Customer Service Management tras el lanzamiento.

Haz clic en estos enlaces para probar Service Collection Standard o Service Collection Premium. También ofrecemos el plan Free de Service Collection para hasta 3 agentes, con 2 GB de almacenamiento y soporte de la Comunidad. Puedes comparar los planes aquí.

¿Ya usas la nube? Los administradores del sitio pueden visitar la sección Administración del sistema de tu sitio en la nube y añadir o eliminar aplicaciones o complementos según sea necesario.

Nota: La eliminación de aplicaciones o complementos surte efecto de inmediato y no se ofrecerá ningún crédito o reembolso por eliminarlos antes de que venza la suscripción.

Tu suscripción puede empezar con Service Collection como base y puedes añadir aplicaciones adicionales, incluidas las aplicaciones de Marketplace, según sea necesario.

• Los precios mensuales son progresivos: ofrecemos descuentos por volumen a medida que añades más puestos. Los precios unitarios de los usuarios se basan en la tarifa de precios en la que se encuentra el usuario. Consulta Encuentra el plan perfecto: calculadora de Atlassian Cloud para obtener más información.
• Facturación por cantidad máxima (MQB): En el caso de las suscripciones mensuales, incluidas las aplicaciones Service Collection, Jira, Confluence y de Marketplace, tu factura se basa en el número más alto de puestos ("cantidad máxima") asignados a cada producto en cualquier momento del ciclo de facturación. Si añades puestos a mitad del ciclo, se te cobrará una cantidad prorrateada por ellos durante el resto del mes. Eliminar los puestos a mitad del ciclo no reduce tu factura durante ese periodo; esos puestos están disponibles para su reasignación hasta el siguiente ciclo de facturación.

Para obtener más información sobre cómo funciona MQB y cómo afecta a tu factura, consulta la sección sobre facturación por cantidad máxima.

Sí, Service Collection solo está disponible en Atlassian Cloud.

Service Collection Premium ayuda a los equipos a escalar con confianza en toda su organización, pues ofrece capacidades avanzadas de operaciones de IA, una ampliación de los límites de las reglas de automatización, almacenamiento ilimitado, un SLA con tiempo de actividad del 99,9 % respaldado financieramente y soporte Premium ininterrumpido con un tiempo de respuesta de una hora. Si te preocupa el tiempo de inactividad o las interrupciones en el servicio, si estás pensando en escalar Service Collection en tu organización o si cuentas con un equipo distribuido por todo el mundo que confía en los productos de Atlassian como soluciones críticas para alcanzar el éxito, Premium es la solución ideal para ti.

Service Collection se puede mejorar de Standard a Premium en cualquier momento a través de la página Gestionar suscripciones de tu sitio en la nube.

Great, because we have more answers! Please see our complete Cloud FAQ.

The monthly payment plan can only be paid with a credit card or PayPal account associated with the subscription.

To request a quote for the annual payment option, please contact us.

The minimum term of service is one month. You can choose to renew on a month by month basis, or you can purchase a year in advance.

Cloud Monthly

To ensure timely payment for monthly subscriptions, we're only able to accept payment via credit card or PayPal. The card on file can be updated by the primary billing contact via my.atlassian.com at any time, or you can elect to pay via PayPal via the Billing Details section of your cloud subscription.

*Unfortunately, we're unable to accept Discover credit cards for monthly renewals

Cloud Annual

Cloud subscriptions set up for automatic renewals can be paid via credit card or PayPal. Annual quotes can be paid by credit card, bank transfer, check, ACH, PayPal, or Net-30 terms (for orders above $10,000). Complete payment details appear on the first page of an official quote and on our How To Pay page.

For more information, see our SLA documentation and our Service Level Agreement.

Please see our Atlassian Customer Agreement for more information.

Most automation functionalities are available across Service Collection plans, but some advanced automation capabilities are available on only a subset of Jira Service Management plans. Please see availability details for those advanced automation capabilities below:

• Available on Jira Service Management Premium: Delay action, change alert status action, New Relic connector actions, Ansible connector actions, Jira Edge Connector actions, playbooks
• Available on Jira Service Management Enterprise: All capabilities in Jira Service Management Cloud Premium, plus "wait for response" capability for 3rd-party connector actions
• Automations available on Customer Service Management: Automated request routing, automated ticket creation from AI conversations, forward-to-JSM / Jira automation, Auto-assignment via detail fields, SLA-driven automations, JQL-powered queue automations, forward work actions, auto-update on linked issue resolution

Please note that the “change alert status” action, “wait for response” functionality, and 3rd-party actions for New Relic, Ansible, and JEC are currently available only through Jira Service Management. However, if you’re on a Jira Service Management Premium or Jira Service Management Enterprise plan, you will be able to use these capabilities in your rules across Automation for Jira.

Service Collection offers core knowledge management features, enabling users to create, view, edit, delete, and publish articles directly from Service Collection Customers also have the following features depending on which Confluence plan they add to their site:

• Audit logs (Standard, Premium)
• Data residency (Standard, Premium)
• IP allowlisting (Premium)

Advanced features that are only available in Confluence include:

• Page and space permissions
• Advanced analytics
• Team calendars

There is no cost to use out-of-the-box knowledge base capabilities in Service Collection. An out-of-the-box knowledge base means licensed agents have the ability to create, read, update, and delete knowledge articles directly within Service Collection.

Because this capability is powered by Confluence, you will need to add a Confluence plan to your Service Collection site to unlock knowledge base capabilities. No purchase of Confluence is required to use your knowledge base. A site-admin or org-admin will need to manually add Confluence to your site.

Note: Users who are granted product access to Confluence outside of Service Collection to access additional knowledge base capabilities will be charged based on the Confluence plan and user tier that is chosen to power their knowledge base.

View the guide here

Automations
Automation steps are included across Service Collection plans, as follows:

• Free: 1,250
• Standard: 3,000
• Premium: 6,500
• Enterprise: 9,500

Above these limits, additional usage will need to be purchased. You can set limits on billable usage in Atlassian Administration.

Rovo
Rovo Credits are included across all paid Service Collection plans, as follows:

• Standard: 250
• Premium: 700
• Enterprise: 1,500

Above these limits, additional usage will need to be purchased. You can set limits on billable usage in Atlassian Administration.

Assets
Asset Objects are included across all paid Service Collection plans, as follows:

• Standard: 5K
• Premium: 50K
• Enterprise: 500K

Above these limits, additional usage will need to be purchased. You can set limits on billable usage in Atlassian Administration.
See this page for more information

Customer Service Management 
AI Agent Resolutions are included in Standard, Premium, and Enterprise Service Collection plans at the published rates. You can set limits on billable usage in Atlassian Administration.
See this page for more information

Virtual Service Agent

• Virtual service agent is included in Service Collection Premium and Enterprise plans to provide capabilities for employee self-service support.
• Included in these plans, customers will be allowed to execute 1,000 assisted conversations per month or 12,000 assisted conversations per year for free. Above this limit, assisted conversations will need to be purchased at the published rates. You can set limits on billable usage in Atlassian Administration.

Customer Service Management is Atlassian's AI-powered, purpose-built customer support app for external customer support within Service Collection. The Customer Service Management AI agent autonomously resolves customer support requests end-to-end, without requiring human intervention.

How an AI agent resolution is defined: An AI agent resolution is counted when the AI agent handles a customer inquiry completely — from initial question to confirmed resolution — without escalating to a human agent. This is an outcome-based model: you only pay when AI actually resolves the issue.

Key commercial details:

• Price: $1.00 per AI agent resolution.
• Included allowance: None. AI agent resolutions are billed from the first successful resolution, unlike other meters which include allowances with subscriptions.
• Billing model: Multiple options available including “pay-as-you-go” at $1 USD per resolution, or you can purchase prepaid usage packs or annual committed packs, billed per resolution in arrears.
• No charge for failures: If AI can't resolve it, you don't pay. You're paying for outcomes, not attempts.
• Channel-agnostic: A resolution counts regardless of where it originates (Portal, Embedded widget, and more). What matters is that the AI agent resolves it without human handoff.
• No double-counting: One customer inquiry resolved = one resolution, regardless of how many messages are exchanged within the conversation.
• Unique Resolution Meter: Customer Service Management AI agent resolutions are separate from Rovo credits, Automation steps, and Assets objects. A customer interaction is charged on only one meter.

How to forecast costs: By leveraging the evaluation capability within Customer Service Management, admins can see their typical resolution rate based on a sample size of conversations/queries.

An AI agent resolution is counted when the Customer Service Management AI agent handles a customer inquiry end-to-end without requiring human escalation.

Counts as an AI agent resolution (charged $1):

• AI agent answers a how-to question and customer confirms it's resolved.
• AI agent completes an autonomous action (e.g., answering a question from the knowledge base, checking order status, etc.).
• AI agent walks a customer through a troubleshooting flow to resolution.

Does NOT count as an AI agent resolution (no charge):

• AI agent attempts, but cannot resolve the inquiry, and escalates to a human agent.
• Customer abandons the conversation before resolution.
• AI agent deflects with a knowledge article but the customer still opens a ticket.
• AI agent partially helps but a human agent completes the resolution.

The principle: You're paying for successful outcomes, not attempts. If AI doesn't fully resolve it, you don't pay.

A resolution is counted when the AI agent has fully handled a customer inquiry without escalating to a human agent. Here's how the process works:

1. The conversation ends: a resolution is assessed after a conversation has been inactive for 24 hours with no reply from the customer.
2. The conversation is evaluated: once the conversation ends, Atlassian's AI automatically reviews the full interaction to determine whether the customer's inquiry was resolved.
3. A resolution state is assigned: each conversation is assigned a single resolution state (resolved or not resolved). This state is permanent once set.

What if a customer contacts support about the same issue again? Customers cannot reopen a closed conversation. If a customer reaches out again about the same issue, they must start a new conversation, which is treated as a new interaction. No additional charge is applied to the original resolved conversation.

What if a customer believes an interaction was incorrectly marked as resolved? Contact Atlassian Support with the interaction details and our team will review it.

For more information about:

• Billing and purchasing visit the pricing page
• AI agent resolutions visit Customer Service Management Agent Resolutions support page
• Setting up and optimizing Customer Service Management, visit the Customer Service Management Onboarding Guide