FAQ relative aux achats et aux licences

Server

You can evaluate a product for 30 days (can be extended to a maximum of 90 days) before purchase, allowing you to see and use Atlassian software before you proceed with a purchase. Atlassian provides a fully functional server version of each Atlassian product for evaluation. What you'll be using during your evaluation is what you'll be getting when you buy.

To generate an evaluation license key, or extend your evaluation, simply log into My Atlassian. From here, click on 'New Evaluation License' and follow the instructions to associate your Server ID. A new evaluation license will be generated that you enter into your server product.

All installed evaluations include access to our technical support resources. Evaluation keys are for the highest user tier available and are compatible across stand-alone product/apps user tiers and license types.

Atlassian Cloud

Atlassian offers fully functional evaluations of our Cloud products for a period of 7 days (can be extended to a maximum of 37 days upon request). When your evaluation expires, you can continue using Atlassian Cloud by adding a credit card from your My Atlassian account. Should you opt to discontinue use of our Cloud services, we offer full refunds during the first month of paid service following the end of the evaluation, if you decide Atlassian Cloud isn't for you.  After the first paid month, we are unable to offer refunds or exchanges.

Although Atlassian Cloud evaluations include access to Technical Support, please note that we do not provide data backups for Evaluations, only for monthly and annual subscribers.

Marketplace Apps

You can evaluate any Marketplace app (Cloud, Server, or Data Center) free for 30 days. App evaluations must be initiated through the account’s Atlassian administrator. Once the evaluation period is over, the cost of the app will be automatically included in your next bill for monthly Cloud users, unless manually deactivated. Atlassian Cloud subscriptions billed annually will need  a manual quote for all app purchases. Apps need to be purchased separately for Cloud, Server, and Data Center and the licenses do not transfer.

For apps, you must purchase the license tier that matches the number of users you have licensed for your host product. For example, if you have a 25-user Confluence license, purchase the Confluence app at the 25-user tier. The app will only function if its license matches or exceeds the tier of the host product – even if only some of your licensed users need to use the app. For additional questions, see our FAQ on Marketplace apps.

Server

We're happy to extend your server product evaluation period for up to 90 days. To generate a new evaluation 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 evaluation 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 evaluations can be extended to a total of 37 days - 30 days on top of the initial 7-day evaluation. To have your Atlassian Cloud evaluation extended, please Contact our Customer Advocate team with your site URL and we'd be happy to assist.

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. 

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.

Current pricing information is always available on our Product pages:

• Atlassian Cloud
• Jira Core
• Jira Service Desk
• Jira Software
• Portfolio for Jira
• Confluence
• Team Calendars for Confluence
• Bamboo
• Crucible
• Fisheye
• Bitbucket

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. Please visit the Training page for further details.

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.

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.

Academic pricing is available to qualified academic institutions.

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

All orders are placed via the secure online Quote & Order Form. If you are a reseller, please 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.

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.

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.

To get started, please complete our secure online Quote & Order Form. On the final confirmation page, check the PO number box to add your PO number. The PO number will appear on your quote or invoice (valid for 30-days). If you already have a quote or invoice, you can update the quote or invoice through your My Atlassian account via the Orders tab.

Atlassian is happy to reference a PO number on a quote or invoice for your internal tracking and record keeping. However, we do not accept purchase orders as a form of payment nor the terms and conditions commonly associated with purchase orders. We provide fully functional evaluation licenses for you to use while payment is being arranged. We are able to keep our prices low by offering standard product agreements to all our customers and do not offer commercial credit.

Our payment terms are Net 0-day and we accept payment by bank transfer, mailed check, and credit card. Details can be found on the first page of a quote or invoice. Once payment is received in full, we will issue the license keys and email the nominated billing and technical contacts.

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.

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). Please contact our Sales Team to discuss the potential implications.

Simply log into your My Atlassian account to edit your quote. Once logged in, select Orders at the top of the page. There, you'll see all quotes tied to your email address. Click the pencil icon on the right-hand side, and you'll be able to make any necessary changes. If your quote contains a Cloud subscription or an Enterprise product such as Data Center, please contact us regarding any needed changes.

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 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 evaluation 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.

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.

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.

Access to your license key(s) and any applicable source code is provided only after the successful receipt and processing of your payment. Once payment is received, the Billing and Technical contact specified on the order can log into their My Atlassian account, and view all corresponding license keys. 

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, please contact our Sales 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.

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

To cancel your evaluation/subscription for Atlassian Cloud, please follow the instructions below:

1. Log in to your My Atlassian account. You'll arrive on the main Licenses page. Atlassian Cloud will be listed with the unique URL.
2. Click the > next to your Atlassian Cloud subscription.
3. Click the Cancel Subscription or Cancel Evaluation link to request the cancellation of your account.

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

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

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.

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

PayPal is available for Cloud customers renewing monthly, and for Server license purchases via the online Shopping Cart. Please note that PayPal cannot be used when paying a previously saved price quote.

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

To add PayPal as your payment method for your monthly Atlassian Cloud subscription, please 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.

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.

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. Please see PayPal Currency Conversion and Merchant Fees for more information.

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. Please see PayPal Currency Conversion and Merchant Fees for more information.

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.

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

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

US sales tax is only applied to orders addressed to billing customers based in the States listed in Question 2 below, containing purchases or renewals of taxable Atlassian products.

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 force until revoked in writing or by a tax authority.

Atlassian began collection US Sales Tax on taxable sales to customers based in the following states, in accordance with US state tax legislation.

* General Excise Tax in Hawaii

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

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, please contact our Sales 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.

For Reseller or Partner orders, the application of the US sales 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.

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.

Please contact our Sales 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.

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

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

Please note:

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

The 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.

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.

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, please 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.

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.

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

Please contact our Sales 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

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

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.

• 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.

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.

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.

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 renewed. To order a server product software maintenance renewal, please visit our Quote & Order Form and click on the "Renew" tab*. On the Renew tab, you can renew a product that you are associated with or provide us with the details of the product you wish to renew.

Once that is done, a quote or invoice 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) or direct bank transfer.  License and any relevant source downloads can be accessed online upon confirmation of payment.

Following payment confirmation, a new license key will be issued. The Billing or Technical contact can access the license key via their My Atlassian account. The existing installation can be updated by copying and pasting the new license key into the "License Details" page of product's administration section.

To request a quote from My Atlassian:

• Log into my.atlassian.com, the account page will display.
• Click the '+' sign of your Atlassian product being upgraded, your product management screen will display.
• In the Actions section click "Renew."
• Select the product to upgrade using the drop down and "Add to Cart.
• Review the cart and click "Proceed to Checkout."
• Complete the Licensee and Organization Details in step 3 of the Quote & Order Form then "Continue."
• Next, select "Pay now via credit card" or "Get a Quote" then "Review My Order."
• If the order is accurate click "Submit Order."

The quote or purchase confirmation will be sent to the named billing and technical contact(s).

Please note: As of July 2nd, 2019, customers can hold a maximum of 2 years worth of active software maintenance for Server/Data Center products. Atlassian Cloud customers can purchase a 12-month subscription.

*Pricing for software maintenance may be reviewed from time to time. For products whose maintenance is based on an old licensing model, which is no longer available, you will be quoted at the current renewal pricing. At our sole discretion, we may offer a limited-time grandfathering program for server products (not hosted) that we would announce to all customers holding licenses that experienced a change.

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.

Atlassian Cloud

In Atlassian Cloud, you may license up to 5,000 users (Confluence, Jira Core, Jira Software). For Jira Service Desk Cloud, you may license up to 5,000 Agents. There is no limit on the number of Jira Service Desk 'customers'. 

Server

For Server, there is no user limit. 

Pricing for Atlassian products is based on User Tier (per-user for Atlassian Cloud monthly). Please see How Much Do Atlassian Products Cost for more information.

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, please 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

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 into 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 into 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

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

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).

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.

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.

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

Developer licenses are available to existing commercial and academic server license holders (not available for cloud or server Starter products) who wish to deploy non-production installations for use in testing and development of the Atlassian software (e.g. version upgrades, customizations to the software, etc) that should not be done on a live production instance.

Developer licenses can also be used for non-production installations of the software deployed on a cold standby server.

This license is provided free of charge and the maintenance expiration of this license will be synchronized to the maintenance expiration date of your product.

The technical contact for the license can generate a developer key by following these steps:

1. Log in to My Atlassian.
2. Click the Atlassian product in question - your account management screen will display.
3. In the Actions section click "View Developer License."
4. Review the Developer License agreement.
5. Finally, click "View" to agree. A license key will be presented. Copy and paste this key into your development server.

You may generate more than one license key if running multiple pre-production servers, e.g. development, testing, and QA, servers.

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 Software, Jira Core, Confluence, Fisheye, Crucible, Bamboo, Bitbucket, Crowd, Portfolio for Jira, Capture for Jira, Team Calendars for Confluence, and SharePoint Connector for Confluence.

All My Atlassian accounts use your Atlassian account email address for the username. You can update your email address via the Change Email page on ID.Atlassian.com. 

If you have licenses attached to your existing account, they will be transferred over to your new email address after a successful change. 

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, please contact our Customer Advocate Team.

Monthly accounts

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

1. Log into 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.

To change your password:

1. Visit id.atlassian.com and log in with your Atlassian account or My Atlassian password.
2. Select your avatar the lower-left corner. Click Manage Your Account.
3. Click Security in the left navigation panel.
4. Enter your current password and your desired new password.
5. Click Save Changes.

To reset your password:

If you've forgotten the password for your Atlassian account or My Atlassian account, follow these directions to reset it.

1. Visit the Forgot Password page.
2. Enter the email address associated with your account, then click Send Recovery Link.
3. We'll send you an email with a link that enables you to reset your password.

Designated Billing and Technical Contacts can log into their My Atlassian accounts and download quotes and invoices, make payments, add PO numbers, delete quotes, and make changes to existing/open quotes.

1. Log into your My Atlassian account and click the Orders tab in the navigation bar.
2. In the Quotes tab, you can download a PDF quote or invoice, make a credit card payment, add a PO number, make changes to the quote, or delete the quote altogether.
3. In the Invoices tab, you can see an order's details by clicking the >, or download a PDF of the paid invoice by clicking the Invoice link in the Actions tab.

Please note: you can only access the orders where you are listed as the Billing or Technical Contact.

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 evaluation 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, please contact our Customer Advocate Team.

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. 

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.

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

New Tier Price minus 50% of Current Tier Price

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 on 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 is 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.

You can upgrade user tiers of Atlassian software at any time.

1. Log into My Atlassian, the account page will display.
2. Click the > next to your Atlassian product being upgraded.
3. In the Actions section click Upgrade.
4. Select either Stay with Server or Upgrade to Data Center, depending on your preference.
5. Make sure the checkbox is ticked for the product being upgraded. In the Upgrade User Tier column, select the desired User Tier.
6. Review the order and click Add to Cart.
7. You can either Check Out and process a payment online or click Save This as a Quote to pay later.

Once payment has been processed, the new license key will be added to the My.Atlassian account(s) of the listed Billing and Technical Contact(s) on the order.

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.

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.

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, please feel free to contact us.

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).

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

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, please Contact Us. 

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. 

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, please 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. 

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.

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, please contact us to request assistance with any such individual rights requests. 

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, please see our Cloud Hosting Infrastructure page.

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.

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, please see our Privacy Policy.

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, please see our Privacy Shield Certification. 

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.

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).

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.

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. Please see the section "How to access and control your information" in Atlassian's Privacy Policy for more information. 

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

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. 

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. 

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

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, please see the "Contact Us" section of our Privacy Policy.

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.

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.

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.

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, please visit the Atlassian Solution Partner page.

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

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.

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, please contact your nominated technical or billing contact(s). If you do not know whom to contact within your organization, please 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.