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FAQ relative aux achats et aux licences


Un modèle d'achat unique

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? Afficher

Server

Vous pouvez essayer des produits Server pendant 30 jours (possibilité de prolonger cet essai de 90 jours) avant de les acheter. Vous pourrez ainsi voir le logiciel Atlassian en action et l'utiliser avant de l'acheter. Atlassian fournit une version Server entièrement fonctionnelle de chacun de ses produits pour l'essayer. L'outil que vous utiliserez pendant votre essai correspond en tous points à ce que vous obtiendrez lorsque vous passez commande.

Pour générer une clé de licence d'essai ou pour prolonger votre essai, connectez-vous simplement à My.Atlassian. Cliquez sur New Trial License (Nouvelle licence d'essai) et suivez les instructions pour associer votre ID de serveur (Server ID). Une nouvelle licence d'essai sera générée, et vous pourrez la saisir dans votre produit Server.

Tous les essais incluent un accès à nos ressources de support technique. Les clés d'essai sont destinées au tier utilisateur le plus élevé disponible et sont compatibles avec des tiers utilisateur et des types de licence des produits autonomes/apps.

Atlassian Cloud

Atlassian propose des versions d'essai entièrement fonctionnelles de ses produits Cloud pour une période de 7 jours (possibilité de prolonger cet essai de 37 jours maximum sur demande). À l'expiration de votre essai, vous pourrez continuer à utiliser Atlassian Cloud en ajoutant une carte de crédit depuis votre compte My.Atlassian. Vous pouvez décider d'arrêter d'utiliser nos services Cloud. Si vous estimez qu'Atlassian Cloud ne vous convient pas, nous vous proposons des remboursements complets durant le premier mois de service payant suivant la fin de l'essai. Passé ce premier mois, nous ne sommes plus en mesure d'offrir des remboursements ou des échanges. Si vous choisissez de ne pas ajouter de carte de crédit à la fin de votre période d'essai Standard de 7 jours, votre site reviendra automatiquement à l'offre gratuite (Free).

Remarque : bien que les essais Atlassian Cloud incluent l'accès au support technique, notez que nous ne pouvons pas fournir de sauvegardes de données pour les essais, mais uniquement pour les abonnés mensuels et annuels. Les SLA garantis sur le plan financier ne seront pas pris en charge pendant les essais Atlassian Cloud Premium.

Essais Cloud étendus

Si vous êtes déjà un client Server ou Data Center, nous proposons également des essais Cloud étendus qui correspondent à la durée restante de votre maintenance/abonnement et tier utilisateur (jusqu'à 5 000). Les essais Cloud étendus respectent les mêmes conditions générales qu'un essai Cloud standard, mais offrent aux clients autogérés la possibilité d'explorer, de tester et de migrer vers le cloud au fil du temps, sans coût supplémentaire.

En savoir plus sur les essais Cloud étendus.

Apps du Marketplace

Vous pouvez évaluer n'importe quelle app du Marketplace (Cloud, Server ou Data Center) gratuitement pendant 30 jours. Les essais d'apps doivent être lancées par l'administrateur Atlassian du compte. Une fois la période d'essai terminée, le coût de l'app sera automatiquement inclus dans votre prochaine facture pour les utilisateurs Cloud mensuels, sauf en cas de désactivation manuelle. Les abonnements Atlassian Cloud facturés à l'année nécessiteront un devis manuel pour tous les achats d'apps. Les apps doivent être achetées séparément pour Cloud, Server et Data Center, et les licences ne sont pas transférées.

Pour les apps, vous devez acheter le tier de licence qui correspond au nombre d'utilisateurs auxquels vous avez octroyé une licence pour votre produit hôte. Par exemple, si vous disposez d'une licence Confluence 25 utilisateurs, achetez l'app Confluence au tier 25 utilisateurs. L'app fonctionnera uniquement si sa licence correspond au tier du produit hôte ou le dépasse, même si seuls certains de vos utilisateurs sous licence ont besoin d'utiliser l'app. Pour toute question supplémentaire, consultez notre FAQ sur les apps du Marketplace.

How do I extend my trial? Afficher

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.

Comment les logiciels sont-ils distribués ? Afficher

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. 

Après avoir acheté une licence Server, dois-je réinstaller le logiciel ? Afficher

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.

Tarif et remises

Combien coûtent les produits d'Atlassian ? Afficher
What training solutions are available? Afficher

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.

Atlassian propose-t-il des remises ? Afficher

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? Afficher

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? Afficher

Academic pricing is available to qualified academic institutions.

Does Atlassian offer reseller discounts? Afficher

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? Afficher

Oui, pendant une durée limitée, les clients Server et Data Center actuels, qui passent à une licence Cloud de plus de 1 001 utilisateurs, sont éligibles à une remise de fidélité lorsqu'ils migrent leur instance Jira Software, Jira Service Desk, Jira Core et/ou Confluence. Cela s'applique aux plans d'abonnement Cloud Standard et Premium et a pour but de permettre aux clients sur site actuels de profiter des avantages de la migration vers le cloud aussi facilement que possible.

Remarque : cette offre promotionnelle est limitée dans le temps et s'adresse aux clients qui ont acheté une licence Server ou Data Center avant le 3 octobre 2019. La licence sur site doit être migrée à l'aide d'un essai Cloud étendu. La maintenance ou l'abonnement doivent encore être actifs pour profiter de l'offre promotionnelle. Toute remise octroyée dans le cadre de cette offre promotionnelle est uniquement applicable aux abonnements Cloud annuels pour 1 001 utilisateurs ou plus.

Pour en savoir plus sur le programme et sur les remises pour les années suivantes, veuillez vous reporter aux FAQ sur les licences et tarifs de migration vers Cloud. Pour savoir si vous êtes éligible à cette offre promotionnelle limitée dans le temps, veuillez nous contacter.

Commandes

Comment acheter des produits Atlassian ? Afficher

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.

Comment créer un devis ? Afficher

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.

Comment régler un devis impayé ? Afficher

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.

Comment soumettre un bon de commande (numéro de BC) à Atlassian ? Afficher

Pour commencer, remplissez votre Formulaire de devis et de commande sécurisé en ligne (New Order or Quote). Sur la page de confirmation finale, indiquez un numéro de bon de commande dans le champ Add a PO number (Ajouter un numéro de commande). Ce numéro apparaîtra sur votre devis ou votre facture (valide pendant 30 jours). Si vous avez déjà un devis ou une facture, vous pouvez les mettre à jour via votre compte My.Atlassian dans l'onglet Orders (Commandes).

Atlassian sera ravi d'indiquer un numéro de bon de commande sur un devis ou une facture à des fins de suivi interne et d'archivage. Toutefois, nous n'acceptons pas les bons de commande comme moyen de paiement, ni les conditions générales fréquemment associées aux bons de commande. Nous fournissons des licences d'essai entièrement fonctionnelles que vous pouvez utiliser pendant que le paiement est en cours. Nous pouvons maintenir nos prix bas en proposant des contrats de produits standard à tous nos clients et nous ne fournissons pas de crédit commercial.

Nos conditions de paiement sont 0 jour net, et nous acceptons les paiements par virement bancaire, chèque postal et carte de crédit. Toutes les informations figurent sur la première page d'un devis ou d'une facture. Une fois le paiement reçu en entier, nous émettrons les clés de licence et nous enverrons un e-mail aux contacts de facturation/technique désignés.

Puis-je demander un devis ou une facture dans une autre devise que le dollar américain ? Afficher

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? Afficher

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.

Comment apporter des changements à un devis ? Afficher

Connectez-vous simplement à votre compte My Atlassian pour modifier votre devis. Une fois connecté, sélectionnez Orders (Commandes) en haut de la page. Là, vous verrez tous les devis liés à votre adresse e-mail. Cliquez sur l'icône de crayon sur la droite. Vous pourrez alors apporter les changements nécessaires. Si votre devis contient un abonnement Cloud ou un produit Enterprise tel que Data Center, veuillez nous contacter pour tout changement nécessaire.

Paiements et remboursements

Quels sont les moyens de paiement acceptés, et quelles sont vos conditions de paiement ? Afficher

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 Afficher

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.

Je suis en Europe. Vos coordonnées bancaires fonctionneront-elles ? Afficher

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? Afficher

L'accès à vos clés de licence et à tout code source applicable n'est fourni qu'après la réception et le traitement réussis de votre paiement. Une fois le paiement reçu, le contact de facturation et technique indiqué dans la commande peut se connecter à son compte My Atlassian et y voir toutes les clés de licence. 

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

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? Afficher

Les remboursements pour Atlassian Cloud sont uniquement possibles dans le premier mois payé après la période d'essai pour les abonnements mensuels et dans les 30 jours suivant le paiement pour les abonnements annuels. Passé ce délai, nous ne pouvons pas vous rembourser.

Pour annuler votre essai/abonnement Atlassian Cloud, procédez comme suit :

  1. Connectez-vous à votre compte My Atlassian. Vous arriverez sur la page principale Licenses (Licences). Atlassian Cloud sera répertorié avec l'URL unique.
  2. Cliquez sur > en regard de votre abonnement Atlassian Cloud.
  3. Cliquez sur le lien Cancel Subscription (Annuler l'abonnement) ou Cancel Evaluation (Annuler l'évaluation) pour demander l'annulation de votre compte.

L'abonnement Atlassian Cloud sera annulé à la fin du cycle de facturation actuel, et votre carte de crédit ne sera plus facturée. Aucun crédit n'est offert pour l'annulation d'un compte avant la fin d'un cycle de facturation.

Pour demander un remboursement durant le premier mois du service payant (après un essai) ou dans les 30 jours suivant le paiement pour un abonnement annuel, contactez notre équipe de spécialistes du service client.

Can I sign up for automatic renewals? Afficher

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.

Payer avec PayPal

What is PayPal? Afficher

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? Afficher

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? Afficher

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? Afficher

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? Afficher

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? Afficher

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? Afficher

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? Afficher

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? Afficher

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.

Taxes américaines

Pourquoi appliquez-vous la taxe de vente américaine à ma commande Atlassian ? Afficher

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.

Atlassian facture-t-il la taxe de vente américaine ? Afficher

Atlassian collecte la taxe de vente américaine dans les États imposables conformément à la législation fiscale des États d'Amérique.

État d'Amérique Date d'enregistrement Formulaire d'exonération
Tennessee 1er janvier 2020

Formulaire d'exonération du Tennessee

Kansas 1er janvier 2020

Formulaire d'exonération du Kansas

Porto Rico 1er septembre 2019

État libre associé de Porto Rico

Nouveau-Mexique 1er septembre 2019

Département du Revenu et des Impôts du Nouveau-Mexique

Idaho 1er septembre 2019

Commission fiscale de l'État de l'Idaho

Caroline du Sud 1er mars 2019

Département du Revenu de la Caroline du Sud

Virginie-Occidentale 1er janvier 2019

Département du Revenu de la Virginie-Occidentale

Louisiane 1er janvier 2019

Département du Revenu de la Louisiane

Nebraska 1er janvier 2019

Département du Revenu du Nebraska

Maine 1er octobre 2018

Commission fiscale multi-États

Indiana 1er octobre 2018

Certificat d'exonération de l'Indiana

Wyoming 1er octobre 2018

Département du Revenu du Wyoming

Mississippi 1er octobre 2018

Département du Revenu du Mississippi

Kentucky 1er octobre 2018

Département du Revenu du Kentucky

Wisconsin 1er octobre 2018

Département du Revenu du Wisconsin

Hawaï* 1er octobre 2018

Formulaire d'exonération du droit d'accises

Alabama 1er juin 2018

Département du Revenu de l'Alabama

Connecticut 1er avril 2018

Services du Département du Revenu du Connecticut

Vermont 1er décembre 2017

Département des Impôts du Vermont

Michigan 1er septembre 2017

Département du Trésor du Michigan

Minnesota 1er septembre 2017

Département du Revenu du Minnesota

Pennsylvanie 1er juillet 2017

Département du Revenu de la Pennsylvanie

Utah 1er juin 2017

Commission fiscale de l'État de l'Utah

Rhode Island 1er mai 2017

Département du Revenu du Rhode Island

Dakota du Sud 1er mai 2016

Département du Revenu du Dakota du Sud

Ohio 1er août 2015

Département des impôts de l'Ohio

Arizona 1er août 2015

Département du Revenu de l'État de l'Arizona

Caroline du Nord 1er mai 2015

Département du Revenu de la Caroline du Nord

Illinois 1er avril 2014

Département du Revenu de l'Illinois

Massachusetts 1er avril 2014

Département du Revenu du Massachusetts

New York 1er avril 2014

Département des Impôts et des Finances de l'État de New York

Texas 1er avril 2014

Contrôleur des Comptes publics du Texas

Washington 1er avril 2014

Département du Revenu de l'État de Washington

Washington D.C. 1er avril 2014

Contactez l'Office des Impôts et du Revenu du District de Columbia pour obtenir un certificat d'exonération propre à l'organisation

* Taxe d'accise générale à Hawaï

Si vos achats sont exonérés de la taxe de vente américaine, contactez-nous en nous fournissant votre document d'exonération valide et votre numéro de devis/commande (AT-XXXXXXX) pour éviter que la taxe de vente américaine ne soit prélevée sur vos futures commandes.

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? Afficher

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? Afficher

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.

Taxe sur la valeur ajoutée (TVA), taxe à la consommation japonaise (JCT), taxe sur les produits et services (TPS) et taxe de vente du Québec (TVQ)

Pourquoi appliquez-vous la TVA, la JCT, la TPS ou la TVQ à ma commande ? Afficher
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? Afficher

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.

La TVA, la JCT, la TPS ou la TVQ apparaissant sur mon devis est indiquée en dollars américains. Où puis-je trouver la taxe équivalente dans ma devise locale ? Afficher

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.

Je n'ai jamais dû payer la TVA, la JCT, la TPS ou la TVQ dans mes commandes passées. Qu'est-ce qui a changé ? Afficher

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? Afficher

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? Afficher

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.

Comment mettre à jour mon compte My Atlassian pour qu'il inclue mon numéro de TVA, mon numéro de compte permanent (PAN), mon numéro d'identification de société (CIN) ou mon numéro d'inscription à la TPS ? Afficher

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

Comment mettre à jour mon compte My Atlassian pour inclure mon document d'exonération de TVA ? Afficher

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

Maintenance logicielle

What kind of support does Atlassian offer? Afficher

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? Afficher

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? Afficher
  • 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? Afficher

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? Afficher

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? Afficher

Tout le monde peut effectuer un achat ou demander un devis, les seuls éléments requis sont le numéro SEN (Support Entitlement Number) et l'adresse e-mail de tout contact actuel pour la licence en cours de renouvellement. Pour commander un renouvellement de la maintenance d'un produit logiciel Server, consultez notre Formulaire de devis et de commande, puis cliquez sur l'onglet Renouveler*. Dans l'onglet Renouveler, vous pouvez renouveler un produit auquel vous êtes associé ou nous fournir les détails du produit que vous souhaitez renouveler.

Une fois cela fait, un devis ou une facture vous sera envoyé(e) par e-mail. Si les détails de la carte de crédit ne sont pas fournis par l'intermédiaire du formulaire en ligne sécurisé, le devis peut être réglé par chèque postal, traitement automatique des chèques (clients aux États-Unis), virement bancaire ou PayPal.  La licence et tous les téléchargements de sources pertinents peuvent être consultés en ligne après confirmation du paiement.

Lorsque le paiement est confirmé, une nouvelle clé de licence est émise. Le contact de facturation ou technique peut accéder à cette clé de licence via son compte My Atlassian. L'installation existante peut être mise à jour en copiant et collant la nouvelle clé de licence sur la page Détails de la licence de la section d'administration du produit.

Pour demander un devis depuis My Atlassian :

  1. Connectez-vous à my.atlassian.com.
  2. Cliquez sur la flèche en regard du produit Atlassian à renouveler. L'écran de gestion de votre produit s'affichera.
  3. Dans la section Actions, cliquez sur Renew (Renouveler).
  4. Cochez la case en regard du ou des produits que vous souhaitez renouveler. Cliquez sur Add to cart (Ajouter au panier).
  5. Passez en revue le panier, puis cliquez sur Check Out (Passer au paiement) ou Save this as a quote (Enregistrer en tant que devis).
  6. Renseignez les détails de la licence et de l'organisation, puis cliquez sur Continue (Continuer)
  7. Sélectionnez votre mode de paiement préféré. Si vous le souhaitez, cochez la case pour faire renouveler automatiquement vos produits.
  8. Cliquez sur Continue (Continuer). Confirmez les détails de la commande, puis cliquez sur Submit (Envoyer).

Le devis ou la confirmation d'achat sera envoyé(e) au(x) contact(s) technique(s) et de facturation désigné(s).

Remarque : à compter du 2 juillet 2019, les clients peuvent bénéficier d'une maintenance logicielle active de deux ans maximum pour les produits Server/Data Center. Les clients Atlassian Cloud peuvent acheter un abonnement de 12 mois.

*Le tarif de la maintenance des logiciels peut être revu de temps à autre. Pour les produits dont la maintenance est basée sur un ancien modèle de licence (qui n'est plus disponible), vous serez facturé au tarif de renouvellement actuel. À notre seule discrétion, nous pouvons offrir un programme de protection des droits acquis d'une durée limitée pour les produits Server (non hébergés) que nous annoncerions à tous les clients détenant des licences concernées par un changement.

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

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.

Licences

Quelle est la limite d'utilisateurs pour les produits Atlassian ? Afficher

Atlassian Cloud

Avec les offres Standard et Premium, vous pouvez acheter une licence couvrant jusqu'à 5 000 utilisateurs (Confluence, Jira Core, Jira Software). Pour Jira Service Desk Cloud, vous pouvez acheter une licence couvrant jusqu'à 5 000 agents. Le nombre de « clients » Jira Service Desk n'est pas limité. Avec l'offre gratuite (Free), vous pouvez acheter une licence couvrant jusqu'à 10 utilisateurs (Confluence, Jira Core, Jira Software) et 3 agents (Jira Service Desk). Le nombre de « clients » Jira Service Desk n'est pas limité dans l'offre gratuite.

Server

Pour Server, il n'existe pas de limite d'utilisateurs. 

Les tarifs pour les produits Atlassian sont basés sur le tier utilisateur (par utilisateur Atlassian Cloud chaque mois). Reportez-vous à la section Combien coûtent les produits Atlassian ? pour plus d'informations.

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

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
Comment appliquer ma clé de licence Server ? Afficher

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? Afficher

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? Afficher

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? Afficher

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? Afficher

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? Afficher

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? Afficher

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? Afficher

Les licences Developer sont disponibles pour les titulaires de licences Server Academic et Commercial (et non pour les produits Starter Cloud ou Server) qui souhaitent déployer des installations hors production afin de tester et de développer des logiciels Atlassian (p. ex. mises à niveau de version, personnalisations des logiciels, etc.). Ces opérations ne devraient pas être réalisées dans une instance en production.

Les licences Developer peuvent également être utilisées pour des installations hors production du logiciel déployé sur un serveur en « cold-standby ».

Cette licence est fournie gratuitement, et l'expiration de la maintenance de cette licence sera synchronisée avec la date d'expiration de la maintenance de votre produit.

Le contact technique pour la licence peut générer une clé de développement en procédant comme suit :

  1. Connectez-vous à My Atlassian.
  2. Cliquez sur le produit Atlassian concerné, l'écran de gestion de votre compte s'affiche.
  3. Dans la section Actions, cliquez sur View Developer License (Voir la licence Developer).
  4. Passez en revue le contrat de licence Developer, puis cliquez sur View (Afficher). Une clé de licence s'affichera. Copiez et collez cette clé dans votre serveur de développement.

Vous pouvez générer plus d'une clé de licence si vous utilisez plusieurs serveurs de pré-production, par exemple, des serveurs de développement, de test et d'assurance qualité.

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

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.

Gestion de mon compte

Comment modifier mon adresse e-mail dans mon compte My Atlassian ? Afficher

Tous les comptes My Atlassian utilisent l'adresse e-mail de votre compte Atlassian comme nom d'utilisateur. Vous pouvez mettre à jour votre adresse e-mail via la page Change Email (Modifier l'e-mail) sur ID.Atlassian.com. 

Si des licences sont associées à votre compte existant, elles seront transférées vers votre nouvelle adresse e-mail après la modification. 

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

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? Afficher

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? Afficher

Pour modifier votre mot de passe :

  1. Consultez id.atlassian.com et connectez-vous avec le mot de passe de votre compte Atlassian ou My.Atlassian.
  2. Sélectionnez votre avatar dans le coin inférieur gauche. Cliquez sur Manage Your Account (Gérer votre compte).
  3. Cliquez sur Security (Sécurité) dans le panneau de navigation de gauche.
  4. Entrez votre mot de passe actuel et le nouveau mot de passe souhaité.
  5. Cliquez sur Save Changes (Enregistrer les modifications).

Pour réinitialiser votre mot de passe :

Si vous avez oublié le mot de passe de votre compte Atlassian ou My.Atlassian, suivez ces instructions pour le réinitialiser.

  1. Consultez la page Forgot Password (Mot de passe oublié).
  2. Entrez l'adresse e-mail associée à votre compte, puis cliquez sur Send Recovery Link (Envoyer le lien de récupération).
  3. Nous vous enverrons un lien pour réinitialiser votre mot de passe.
Où puis-je accéder à mes devis en attente ou à mes factures payées ? Afficher

Les contacts techniques et de facturation désignés peuvent se connecter à leurs comptes My.Atlassian et télécharger des devis et des factures, effectuer des paiements, ajouter des numéros de bon de commande, supprimer des devis et apporter des changements aux devis existants ou en attente.

  1. Connectez-vous à votre compte My.Atlassian et cliquez sur l'onglet Orders (Commandes) dans la barre de navigation.
  2. Dans l'onglet Quotes (Devis), vous pouvez télécharger un devis ou une facture au format PDF, effectuer un paiement par carte de crédit, ajouter un numéro de bon de commande, apporter des changements au devis ou le supprimer complètement.
  3. Dans l'onglet Invoices (Factures), vous pouvez voir les détails d'une commande en cliquant sur > ou télécharger la facture payée au format PDF en cliquant sur le lien Invoice (Facture) dans l'onglet Actions.

Note : vous ne pouvez accéder qu'aux commandes pour lesquelles vous êtes référencé en tant que contact technique ou de facturation.

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

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? Afficher

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. 

Mise à niveau des licences serveur

What upgrade paths are available? Afficher
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.

Comment sont calculés les prix des mises à niveau ? Afficher

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.

Comment acheter une mise à niveau ou demander un devis pour une mise à niveau d'une licence de produit Server ? Afficher

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.

Comment demander un devis pour une mise à niveau sur My Atlassian ? Afficher

Vous pouvez mettre à niveau les tiers utilisateur du logiciel Atlassian à tout moment.

  1. Connectez-vous à My.Atlassian, la page du compte s'affichera.
  2. Cliquez sur > en regard du produit Atlassian que vous souhaitez mettre à niveau.
  3. Dans la section Actions, cliquez sur Upgrade (Mettre à niveau).
  4. Sélectionnez Stay with Server (Rester sur Server) ou Upgrade to Data Center (Passer à Data Center) selon vos préférences.
  5. Assurez-vous que la case à cocher est activée pour le produit en cours de mise à niveau. Dans la colonne Upgrade User Tier (Mettre à niveau le tier utilisateur), sélectionnez le tier utilisateur souhaité.
  6. Vérifiez la commande et cliquez sur Add to Cart (Ajouter au panier).
  7. Vous pouvez soit payer et traiter un paiement en ligne, soit cliquer sur Save This as a Quote (Enregistrer sous forme de devis) pour payer plus tard.

Une fois le paiement traité, la nouvelle clé de licence sera ajoutée au(x) compte(s) My Atlassian des contacts techniques et de facturation répertoriés sur la commande.

When does my upgraded maintenance begin? Afficher

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? Afficher

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.

Conditions du client

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

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? Afficher

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).

Réaffectation des licences Afficher

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. 

Atlassian peut-il confirmer par écrit qu'il fabrique les produits qu'il vend ? Afficher

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

Confidentialité et RGPD

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

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? Afficher

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? Afficher

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)? Afficher

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? Afficher

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? Afficher

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? Afficher

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? Afficher

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? Afficher

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)? Afficher

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? Afficher

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? Afficher

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? Afficher

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.

Pour les produits Server et Data Center, quelles sont les informations traitées par Atlassian ? Afficher

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? Afficher

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? Afficher

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

Who can I contact with questions regarding GDPR? Afficher

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.

Personnalisations et services professionnels

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

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? Afficher

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? Afficher

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.

Programme Partenaires d'Atlassian

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

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? Afficher

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.

Code source

Is Atlassian's software open source? Afficher

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? Afficher

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.