Jira Service Management Pricing & Licensing

Free trials of Jira Service Management Cloud Standard and Jira Service Management Cloud Premium can be started on the Try Cloud page. We also offer a Free plan of Jira Service Management Cloud for up to 3 Agents, with 2GB storage and Community Support. You can compare the Free, Standard, and Premium plans here.

Already using cloud? Site Administrators can navigate to the System Administration section of your cloud site and add or remove applications and/or add-ons as needed.

Please note: Removing applications or add-ons takes effect immediately and no credit or refund will be offered for removing applications or add-ons early.

We offer a la carte pricing for cloud. Your subscription starts with either Jira Core, Jira Software, Jira Service Management, or Confluence as its foundation. From there, you can choose from available add-ons and additional applications.

Our monthly pricing is progressive, meaning that we offer volume discounts as you add more users. Each users' unit price is based on the pricing rate in which the user falls.

Jira Service Management Cloud Standard is the service management tool you know and love today. Jira Service Management Cloud Premium helps teams confidently scale across their organization by offering advanced incident management and change management capability, unlimited automation rules, unlimited storage, a financially-backed 99.9% uptime SLA, and 24/7 Premium Support with a 1 hour response time. If you have concerns about downtime or service interruptions, are looking to scale ITSM across your org, or have a globally distributed team that relies on Atlassian products as mission-critical for success, Premium is a great fit for you.

Jira Service Management Cloud can be upgraded from Standard to Premium at any time via the Manage Subscriptions page of your cloud site.

If you have experienced an SLA breach within a particular calendar month, you must make a request for service credit within fifteen (15) days after the end of the calendar month by filing a support ticket. For more information, see our SLA Compensation for Premium Plans documentation, or our Cloud Premium SLA Terms and Conditions.

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

To request a quote for the annual payment option, please Contact Us with your cloud URL.

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

Cloud Monthly

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

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

Cloud Annual

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

Please see our Cloud Terms of Service for more information.

Additionally, our Expanded Coverage Addendum includes enhanced terms for the Premium editions of Jira Software, Jira Service Management, and Confluence.

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

Data Center is Atlassian’s purpose-built enterprise offering for self-managed environments. With the continuous innovation of enterprise-grade features, flexible infrastructure choices, and advanced controls, Data Center makes it easy to meet the complex needs of your organization at scale. Data Center is available for Jira, Confluence, Bitbucket, and Crowd. See our Data Center information page for more details.

Reference our Data Center FAQ for common questions.

Please refer to Jira Service Management Pricing for complete pricing details.

Beginning February 2, 2021, Insight Asset Management and Insight Discovery will be bundled with Jira Service Management Data Center. Existing Jira Service Management Data Center customers can unlock these additional features by updating to the latest version.

Additionally, starting February 2, 2021 PT, Priority Support will be included with a Data Center subscription to Jira Software, Jira Service Management, Confluence, and Crowd, as well as Bitbucket for customers with 500 or more users.

Data Center helps large enterprises get work done at scale.

Our enterprise edition for self-managed environments, Data Center offers solutions for enterprise environments across:

• Compliance and security
• Advanced user management
• Infrastructure and operations
• Data and insights
• Scale, performance, and availability
• Enterprise-grade ecosystem

Data Center is available for Jira Software, Confluence, Bitbucket, Jira Service Management, Crowd, and coming soon to Bamboo.

Our migration center provides end-to-end support throughout your move to Data Center, leveraging our proven best practices and resources including:

• Step-by-step deployment guides that show you how to plan and successfully migrate to either non-clustered or clustered Data Center.
• Resources and migration tools that can make migrating to Data Center easier.
• Support to guide you through every step of your journey to Data Center and ensure you have the information you need to be successful.
• Solution Partners for complex setups and support to help you plan for, move to, and grow with Atlassian’s Data Center products.

If you still have open questions after reviewing the documentation, our team will be happy to clarify them for you – just get in touch.

Existing Jira Service Management Server (formerly Jira Service Desk Server) licenses can be renewed to a maximum end date of February 15, 2024 PT. Review the table below to find your Jira Service Management Server renewal price.

On February 15, 2024 PT, your server products will reach end of support. After this date, support and bug fixes will no longer be available for your server products and apps, and any renewals will be prorated to match this date. To stay secure and benefit from continued innovation, we strongly recommend migrating to Cloud or Data Center before the end of support date.

Effective February 15, 2022 PT, you cannot upgrade or downgrade your tier for your Jira Service Management (formerly Jira Service Desk) Server license(s). You will need to migrate to Cloud or Data Center to change your tier.

A knowledge base is a self-serve online library of information about a product, service, department, or topic. It can include FAQs, troubleshooting guides, and any other details you may want or need to know.

A knowledge base enables you to create, curate, share, utilize, and manage knowledge across your teams and customers. It can help teams across your entire organization leverage the intellectual capital and assets that are already available.

A knowledge base benefits your teams and customers by:

• Documenting answers to frequently asked questions to save agents' time
• Empowering customers to help themselves by searching for resolutions in the help center
• Gathering customer feedback to lead to more relevant and helpful article updates
• Helping agents solve requests faster by sharing articles with customers or referencing articles while they work
• Encouraging agents to create new articles if a request requires a new resolution.
• Standardizing answers to customer questions instead of offering multiple responses from different sources.

An out-of-the-box knowledge base in Jira Service Management means users have the ability to create, read, update, and delete knowledge articles directly within Jira Service Management.

Previously, Jira Service Management customers needed to purchase Confluence in order to get knowledge management capabilities. Now, Jira Service Management comes with an out-of-the-box knowledge base that allows users to create, read, update, and delete knowledge articles directly within Jira Service Management without requiring the purchase of Confluence.

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

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

Advanced features that are only available in Confluence include:

• Page and space permissions
• Advanced analytics
• Team calendars

Jira Service Management’s out-of-the-box knowledge base is powered by Confluence and gives you the ability to create, read, update, and delete knowledge articles directly within Jira Service Management.

Because this capability is powered by Confluence, you will need to add a Confluence plan to your Jira Service Management site to unlock knowledge base capabilities. No purchase of Confluence is required to use your Jira Service Management knowledge base.

If you already have Confluence, you can create a new knowledge base space or link an existing space to your service project in Jira Service Management.

View the guide here

There is no cost to use out-of-the-box knowledge base capabilities in Jira Service Management. Agents can create, edit, and delete knowledge base articles in Jira Service Management, without paying for a Confluence license.

The out-of-the-box knowledge base is powered by Confluence which means a site-admin or org-admin will need to manually add Confluence to your site in order to use the knowledge base inside Jira Service Management.

Note:

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

All Jira Service Management users can CRUD articles without paying for a Confluence plan.

Jira Service Management will continue to have the same reporting capabilities that were previously available in the Confluence knowledge base such as:

• Requests deflected: shows how many times customers viewed knowledge base articles and how many said that an article helped solve their problems.
• Requests resolved: compares the number of customers that were self-served through knowledge base articles and the number that ended up creating a request.

Learn more here.

We have many exciting new knowledge management features planned, some of which will be available in select editions of Jira Service Management. Some features to look out for include:

• Real time collaboration with non-Jira Service management users in Confluence
• In-line comments
• Page comments
• Lifecycle management and better analytics
• Ease of creation from issue view
• Granular permission control
• Confluence templates

Please refer to this public roadmap for the most up-to-date timeline.

No, Jira Service Management users need a Confluence license if they want direct access to Confluence. Jira Service Management users can only create, read, update, and delete knowledge base articles directly in Confluence if they have a Confluence license.

You will not need to migrate your data from Confluence to Jira Service Management. You can link your Confluence spaces to your Jira Service Management project and all the drafts and published pages from those spaces will appear in the Jira Service Management knowledge base.

This improvement to Jira Service Management’s knowledge base builds on top of the existing integration with Confluence for an open approach to knowledge management. The out-of-the-box knowledge base in Jira Service Management helps teams:

• Expedite self-service: Surface relevant articles where and when they’re needed so your customers and employees can get help quickly.
• Promote continuous improvement: Document changes, incident runbooks, and playbooks so your team can continuously learn and improve.
• Discover knowledge insights: Monitor knowledge usage to identify content gaps, optimize articles, and see which articles deflect the most requests.
• Federate your knowledge base: Return search results from service desks, request types, and knowledge base articles throughout your site.
• Use rich editing and formatting: Manage content using the powerful Confluence editor and its macros without leaving Jira Service Management.

Out-of-the-box knowledge base capabilities will not be available in Jira Service Management Data Center. You will need to purchase a separate Confluence license to build a knowledge base in Jira Service Management Data Center.

You can link a Confluence Server/Data Center space to Jira Service Management Cloud projects. Learn more.

You can also link a Confluence Cloud space to a Jira Service Management Data Center project. Learn more.

You do not need to purchase a Confluence license for users who only need to create, read, update, and delete articles in the Jira Service Management knowledge base.

You do need a Confluence license if you want direct Confluence product access or want to explore Confluence capabilities outside of Jira Service Management’s knowledge base.

Only site-admins or org-admins can turn knowledge base on.

Licensed agents in Jira Service Management can create, read, update, and delete knowledge from within Jira Service Management without purchasing a Confluence product.

Core out-of-the-box knowledge base capabilities in Jira Service Management will be the same across cloud plans once a Confluence product is added to your site.

• Both Confluence Standard and Premium plans will have data residency and audit logs.
• Only Confluence Premium will have IP allowlisting.

Out-of-the-box knowledge base capabilities will be available in each edition of Jira Service Management starting in March 2022 and will roll out across all instances over the coming weeks. As more advanced features are developed, they will be released into select Jira Service Management Cloud plans.

We are not offering credit. If you are on a monthly plan of Confluence and you want to keep the ability for users in Jira Service Management to create, read, update, and delete knowledge articles, you should remove all users from your Confluence license (0 Confluence users = $0).

If you need any additional knowledge base functionalities or the ability for users to access Confluence directly, you will want to keep your license.

If you have an annual subscription, please reach out to support.

We are not offering credit. If you are on a monthly plan of Confluence and you only want to keep the ability for users in Jira Service Management to create, read, update, and delete knowledge articles, we recommend canceling your monthly subscription to Confluence.

If you need any additional functionality or the ability for users to access Confluence directly, you will want to keep your license.

If you have an annual subscription, please reach out to support.