Close

Jira Service Management Pricing & Licensing

Information icon

Important changes to our server and Data Center products
We’ve ended sales for new server licenses and will end support for server on February 15, 2024 PT. We’re continuing investment in Data Center with several key improvements. Learn what this means for you.

Jira Service Management Cloud

Where can I sign up for a trial? Copy link to heading Copied! Show

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.

How much does a Jira Service Management Cloud Standard subscription cost? Copy link to heading Copied! Show

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.

Havi árak:

A Cloud Free változatát az Atlassian Közösség támogatja.

*A Cloudhoz most 75%-os árengedménnyel juthatnak hozzá a jogosult közösségi vásárlók, és 50%-os árengedménnyel a jogosult oktatási intézmények.

Éves árak:

*A Cloudhoz most 75%-os árengedménnyel juthatnak hozzá a jogosult közösségi vásárlók, és 50%-os árengedménnyel a jogosult oktatási intézmények.

How much does a Jira Service Management Cloud Premium subscription cost? Copy link to heading Copied! Show

Havi árak:

*A Cloudhoz most 75%-os árengedménnyel juthatnak hozzá a jogosult közösségi vásárlók, és 50%-os árengedménnyel a jogosult oktatási intézmények.

Éves árak:

When should I consider Jira Service Management Cloud Premium over Jira Service Management Cloud Standard? Copy link to heading Copied! Show

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.

How do I upgrade from Jira Service Management Cloud Standard to Jira Service Management Cloud Premium? Copy link to heading Copied! Show

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

How do I get service credits reimbursed for an SLA breach? Copy link to heading Copied! Show

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.

How can I purchase or request a quote for cloud? Copy link to heading Copied! Show

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.

What is the minimum term of service? Copy link to heading Copied! Show

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.

What payment options are available? Copy link to heading Copied! Show

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.

Where can I find the Cloud Terms of Service? Copy link to heading Copied! Show

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.

Jira Service Management Data Center

What is Data Center? Copy link to heading Copied!

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.

What's included with Jira Service Management Data Center? Copy link to heading Copied!

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.

What are the benefits of Data Center? Copy link to heading Copied!

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.

Where can I learn more about moving to Data Center? Copy link to heading Copied!

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.

Jira Service Management Server

How much is it to renew my Jira Service Management software maintenance? Copy link to heading Copied! Show

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.

A frissítést oktatási szerverlicencre a fenti ár 50%-áért veheted igénybe.

What does end of support mean? Copy link to heading Copied! Show

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.

What does it cost to upgrade my Jira Service Management Server license to a higher tier? Copy link to heading Copied! Show

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.

Knowledge Base

What is a knowledge base? Copy link to heading Copied! Show

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.

Why should I use a knowledge base? Copy link to heading Copied! Show

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.
What is an out-of-the-box knowledge base in Jira Service Management? Copy link to heading Copied! Show

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.

How is this out-of-the-box knowledge base different what from was previously offered in Jira Service Management? Copy link to heading Copied! Show

Previously, Jira Service Management customers needed to pay for Confluence in order to get knowledge management capabilities in Jira Service Management. We’ve now built core knowledge base capabilities right into Jira Service Management, without requiring a Confluence purchase.

This out-of-the-box knowledge base allows users to create, read, update, and delete knowledge articles directly within Jira Service Management without purchasing a Confluence product.

What are the feature differences between the knowledge base in Jira Service Management and Confluence? Copy link to heading Copied! Show

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

  • Audit logs
  • Data residency
  • IP allowlisting

Advanced features that are only available in Confluence include:

  • Page and space permissions
  • Advanced analytics
  • Team calendars
How does Jira Service Management’s out-of-the-box knowledge base work? Copy link to heading Copied! Show

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 product (any 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.

Follow the steps in this guide to add Confluence to your Jira Service Management site: https://support.atlassian.com/jira-service-management-cloud/docs/set-up-your-knowledge-base-with-confluence/

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.

How much will it cost to use out-of-the-box knowledge base capabilities in Jira Service Management? Copy link to heading Copied! Show

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 will need to manually add Confluence to your site in order to use the knowledge base inside Jira Service Management.

Note:

  • Users that are granted direct access to the Confluence product outside of Jira Service Management will be charged based on the Confluence plan that is chosen to power the knowledge base.
How many Jira Service Management users can create, read, update, and delete (CRUD) in this space from within Jira Service Management without a Confluence license? Copy link to heading Copied! Show

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

However, if you add more than 10 Jira Service Management site admins or trusted users to your Atlassan site, each site admin or trusted user will be counted as Confluence licensed users and you will be charged according to the plan you chose to power your knowledge base.

What reporting capabilities are available with Jira Service Management’s knowledge base? Copy link to heading Copied! Show

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

  • Article usage report: shows how many times customers viewed knowledge base articles and how many said that an article helped solve their problems.
  • Article effectiveness report: 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.

What is on the roadmap for Jira Service Management’s out-of-the-box knowledge base? Copy link to heading Copied! Show

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.

Can Jira Service Management users without a Confluence license create spaces and pages in Confluence? Copy link to heading Copied! Show

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

I already built a knowledge base in Confluence. What will happen to my existing Confluence spaces and articles? Will I be able to migrate my data into the knowledge base in Jira Service Management? Copy link to heading Copied! Show

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.

How does Jira Service Management’s knowledge base compare with competitors? Copy link to heading Copied! Show

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.
  • Curate ML-powered search results: Give your customers and employees curated search results with our machine-learning algorithm
Will out-of-the-box knowledge base capabilities be available in Jira Service Management Data Center? Copy link to heading Copied! Show

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.

I have Confluence and Jira Service Management on different deployments. Can I integrate my Confluence Server instance with Jira Service Management Cloud instance (or vice versa)? Copy link to heading Copied! Show

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.

Do I still need a Confluence license? Copy link to heading Copied! Show

You do not need to purchase a Confluence plan 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.

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

If you add more than 10 site admins or trusted users to your Atlassian site, each site admin or trusted user will be counted as Confluence licensed users, and you will be charged according to the plan you chose to power your knowledge base.

What types of user licenses / roles are needed to create, edit, and view articles in Jira Service Management? Copy link to heading Copied! Show

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

Do the capabilities differ among Cloud plans? Copy link to heading Copied! Show

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.
When will this capability be available in my Jira Service Management Cloud instance? Copy link to heading Copied! Show

Out-of-the-box knowledge base capabilities will be available in each edition of Jira Service Management starting in January 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.

I already have active licenses for Confluence. Will I get credited for the Confluence licenses since Jira Service Management now has an out-of-the-box knowledge base for free? Copy link to heading Copied! Show

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.

How does the out-of-the-box knowledge base affect customers who already have Confluence licenses? Copy link to heading Copied! Show

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.