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Jira Service Desk Licensing and Pricing


Our FAQ contains the most frequently asked questions relating to our licensing and pricing. Of course, if you would like to talk to us directly, please contact our Customer Advocate Team.

Cloud Subscriptions

Where can I sign up for a trial? Show

Trials for Jira Service Desk Standard and Jira Service Desk Premium can be started on the Try Atlassian Cloud page.

Already using Atlassian Cloud? Site Administrators can add and remove products and Apps via the Site Administration page of your Atlassian Cloud site at any time. Keep in mind, removing applications or Apps takes effect immediately, and no credit or refund will be offered for removing products prior to the end of a maintenance term.

How much does a Jira Service Desk Cloud Standard subscription cost? Show

We offer a la carte pricing for Atlassian Cloud. Your subscription starts with either Jira Core, Jira Software, Jira Service Desk, or Confluence as its foundation. From there, you can choose from available add-ons (like Portfolio for Jira) 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.

Prezzi mensili:

Atlassian Cloud Free è supportato dall'Atlassian Community.

*Atlassian Cloud è ora disponibile con il 75% di sconto per i clienti Community idonei e con il 50% di sconto per i clienti Academic idonei

Prezzo annuale:

*Atlassian Cloud è ora disponibile con il 75% di sconto per i clienti Community idonei e con il 50% di sconto per i clienti Academic idonei

Perché il prezzo aumenta molto se si passa da 3 a 4 agenti? Il livello Starter offre prezzi promozionali per team di dimensioni ridotte. Se disponi di più di 3 agenti di service desk, si applicano i prezzi normali.

How much does a Jira Service Desk Cloud Premium subscription cost? Show

Prezzi mensili:

*Atlassian Cloud è ora disponibile con il 75% di sconto per i clienti Community idonei e con il 50% di sconto per i clienti Academic idonei

Prezzo annuale:

When should I consider Jira Service Desk Premium over Jira Service Desk Standard? Show

Jira Service Desk Cloud Standard is the service desk you know and love today. Jira Service Desk Cloud Premium helps teams confidently scale Jira Service Desk across their organization by offering 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 Jira Service Desk 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 Desk Cloud Standard to Jira Service Desk Cloud Premium? Show

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

How do I get service credits reimbursed for an SLA breach? 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 Atlassian Cloud? 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 Atlassian Cloud URL.

What is the minimum term of service? 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? Show

Monthly: Monthly subscriptions are limited to payment via credit card or PayPal. To update the credit card or PayPal account details on file, please see the How do I update the credit card or PayPal account on file? FAQ.

Annual: this payment option can be paid via credit card, mailed check or bank transfer, complete payment details appear on an official quote. To request a quote for the annual payment option, please Contact Us with your Atlassian Cloud URL.

Where can I find the Atlassian Terms of Service? Show

Please see Atlassian's Terms of Service for more information.

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

For more information about our financially-backed SLA for Atlassian Cloud Premium, please visit our SLA page.

I have more questions about Atlassian Cloud Show

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

Server Licenses

What does a new Jira Service Desk license cost? Show

We've designed Jira Service Desk licensing to be simple, upfront and equitable. Your initial purchase entitles you to perpetual use of the software and includes 12 months of software maintenance – access to new software releases/enhancements, our world-class Support team, critical bug fixes, and security patches – from the date of purchase. While renewing your software maintenance annually is optional, it is strongly encouraged in order to ensure continuous access to all of the benefits listed above. 

Please note that 3-Agent Starter licenses are not eligible for Atlassian Support. Instead, support queries can be raised with the Atlassian Community.

Atlassian invia automaticamente un preventivo senza impegno 90 giorni prima della scadenza della manutenzione di una licenza. Puoi richiedere un preventivo in qualsiasi momento. Per maggiori informazioni, leggi le Domande frequenti. Hai anche la possibilità di configurare il rinnovo automatico tramite my.atlassian.com.

I rinnovi della manutenzione software hanno inizio quando scade il periodo di manutenzione attiva, indipendentemente dalla data di acquisto del rinnovo. Per eseguire l'aggiornamento ai nuovi rilasci e ricevere assistenza tecnica in qualsiasi momento, ti consigliamo di procedere al rinnovo almeno 30 giorni prima della data di scadenza.

How much is it to renew my Jira Service Desk software maintenance? Show

All server licenses include 12 months of software maintenance – access to new software releases/enhancements, our world-class Support team, critical bug fixes, and security patches. Beyond this initial period, we strongly encourage renewing your software maintenance every 12 months* at our renewal pricing. 

Il costo degli aggiornamenti alle licenze server Academic è il 50% dei prezzi sopra indicati.

What is software maintenance? Show

Software maintenance, included in your first year of use*, gives you the following benefits:

  • Security patches
  • Critical bug fixes
  • New features & enhancements
  • Access to Atlassian's world-class Support team for technical troubleshooting
  • Developer license* keys (lets you test the upgrades before committing!)
  • Potential to enroll in Beta Programs

In order for your software maintenance to remain active year-round, you must purchase it annually. Learn more about our renewing terms for software maintenance above. We also suggest making sure your business processes allow for frequent upgrades so your team can continue reaping the benefits enjoyed by other world-class teams.

*Please note that 3-Agent Starter licenses are not eligible for non-production Developer licenses or Technical Support.

How do I request a quote? Show

Requesting an obligation-free quote is easy! You will just need to submit your request through the Atlassian Store. In the final step check "Get a Quote" and click submit. Only quotes submitted though our online form are considered valid, screen prints of the shopping cart is not the same as a quote.

How is Jira Service Desk licensed? Show

A Jira Service Desk commercial/academic/starter license entitles you to:

  • Install Jira Service Desk on a single instance in a production environment on 1 server
  • Perpetual Jira Service Desk use
  • Software maintenance for 12 months - including all updates and online support

Licensing fees are quoted per number of 'active users'. An active user in Jira Service Desk is by definition any user account in the system with the "Jira Service Desk Users" global permission or the "Jira Administrators" permission, i.e., anyone who can log in. Unlimited 'anonymous users' are permitted on all licenses.

An academic license is available for qualified educational and academic institutions (learn more). Please see our Software License Agreement for more details.

What is the cost to upgrade my Jira Service Desk license to increase Agents? Show

Jira Service Desk Server can be upgraded to a higher user tier at any time. All data is seamlessly upgraded, and all upgrades include 12 months of software maintenance commencing from the date payment is processed. This will override any existing maintenance period.

Please Note: The below prices* are applicable for licenses purchased after 3-Oct-2019. Pricing for licenses purchased prior to 3-Oct-2019 will be calculated using the previous year's list price.

Il costo degli aggiornamenti alle licenze server Academic è il 50% dei prezzi sopra indicati.

How do I purchase a Server license upgrade? Show

There are two ways to generate a server license upgrade quote:

My.Atlassian Account

When the license's Billing Contact logs into their My.Atlassian account, they can select the license in question, followed by Upgrade. You'll then be routed to our secure Quote & Order form. You can then select the product(s) you'd like to upgrade, and the User Tier you'd like to move to. When you're finished, click Add To Cart. You can then check out, or save the no-obligation quote for later. 

Atlassian Store

Upgrade quotes can be generated directly from the Atlassian Store. After logging in, you'll see Upgrade at the top of the page. You can then select the product(s) you'd like to upgrade, and the User Tier you'd like to move to. When you're finished, click Add To Cart. You can then check out, or save the no-obligation quote for later. 

Data Center Term Licenses

What is Data Center? Show

Data Center is a deployment option providing high availability and performance at scale for your mission-critical Atlassian applications. Our Data Center offering is available for Jira Software, Jira Service Desk, Confluence, and Bitbucket. See our Data Center information page for more details.

Please also see our Data Center FAQ for common questions.