Service Collection 가격 및 라이선싱

Service Collection은 팀이 직원 및 고객에게 탁월한 서비스 경험을 제공하도록 도와주는 다양한 앱 및 AI 에이전트로 구성되어 있습니다.

Service Collection에는 Jira Service Management, Customer Service Management, 자산 및 Rovo가 포함되어 있습니다.

Service Collection은 Jira Service Management, Customer Service Management, 자산 및 Rovo가 포함된 단일 제품으로 판매됩니다. 따라서 앱을 개별적으로 구입할 수 없습니다.

모든 앱을 구현할 필요는 없지만 어느 앱을 구현하는지에 따라 특정 기능이 제한될 수 있습니다. Service Collection의 라이선스를 받은 에이전트는 관리자가 결정한 대로 컬렉션의 일부 또는 모든 앱에 대한 액세스 권한을 부여받을 수 있습니다.

기존 Jira Service Management 고객은 Service Collection으로 이동되며, 배포 후에 Customer Service Management에 대한 액세스 권한을 받습니다.

이 링크를 클릭하여 Service Collection Standard 또는 Service Collection Premium을 사용해 보세요. 또한 Atlassian에서는 최대 3명의 에이전트, 2GB의 저장 공간 및 커뮤니티 지원을 이용할 수 있는 Service Collection Free 플랜도 제공합니다. 여기에서 플랜을 비교할 수 있습니다.

이미 Cloud를 사용하고 있으신가요? 사이트 관리자는 Cloud 사이트의 시스템 관리 섹션으로 이동하여 필요에 따라 애플리케이션 및/또는 애드온을 추가하거나 제거할 수 있습니다.

참고: 애플리케이션 또는 애드온 제거는 즉시 적용되며, 애플리케이션 또는 애드온을 미리 제거해도 크레딧이나 환불이 제공되지 않습니다.

구독은 Service Collection을 기반으로 시작할 수 있으며 필요에 따라 Marketplace 앱을 비롯한 추가 애플리케이션을 추가할 수 있습니다.

• 점진적 방식의 월간 가격 책정: 사용자를 추가할수록 대량 구입 할인이 제공됩니다. 각 사용자의 단위 가격은 사용자가 해당하는 가격 책정 요율을 기반으로 합니다. 자세한 내용은 완벽한 플랜 찾기: Atlassian Cloud 계산기를 확인하세요.
• 최대 수량 청구(MQB): Service Collection, Jira, Confluence 및 Marketplace 앱을 비롯한 월간 구독의 경우 청구 금액은 청구 주기 중 어느 시점에서든 각 제품에 할당된 가장 많은 사용자 수("최대 수량")를 기반으로 합니다. 주기 중간에 사용자를 추가하면 해당 사용자에 대해 해당 월의 남은 기간 동안 비례 계산된 금액이 청구됩니다. 청구 주기 중간에 사용자를 제거한다고 해서 해당 기간의 청구 금액이 줄어들지는 않습니다. 해당 사용자는 다음 청구 주기까지 다시 할당할 수 있습니다.

MQB의 작동 방식 및 청구서에 미치는 영향에 대한 자세한 내용은 최대 수량 청구 섹션을 확인하세요.

예, Service Collection은 Atlassian Cloud에서만 사용할 수 있습니다.

Service Collection Premium은 고급 AI 운영 기능, 자동화 규칙 한도 확장, 무제한 스토리지, 재정적으로 지원되는 99.9% 가동 시간 SLA, 1시간 이내로 응답하는 연중무휴 Premium 지원을 제공하여 팀이 조직 전반에 걸쳐 자신 있게 확장할 수 있도록 도와줍니다. 가동 중지 시간 또는 서비스 중단에 대한 염려가 있거나, 조직 전반에서 서비스를 확장하려고 하거나, 성공을 위한 미션 크리티컬 업무에 Atlassian 제품을 사용하는 팀이 전 세계에 분산되어 있다면 Premium을 사용하는 것이 좋습니다.

Service Collection는 Cloud 사이트의 구독 관리 페이지에서 언제든지 Standard에서 Premium으로 업그레이드할 수 있습니다.

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

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.

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.

For more information, see our SLA documentation and our Service Level Agreement.

Please see our Atlassian Customer Agreement for more information.

Most automation functionalities are available across Service Collection plans, but some advanced automation capabilities are available on only a subset of Jira Service Management plans. Please see availability details for those advanced automation capabilities below:

• Available on Jira Service Management Premium: Delay action, change alert status action, New Relic connector actions, Ansible connector actions, Jira Edge Connector actions, playbooks
• Available on Jira Service Management Enterprise: All capabilities in Jira Service Management Cloud Premium, plus "wait for response" capability for 3rd-party connector actions
• Automations available on Customer Service Management: Automated request routing, automated ticket creation from AI conversations, forward-to-JSM / Jira automation, Auto-assignment via detail fields, SLA-driven automations, JQL-powered queue automations, forward work actions, auto-update on linked issue resolution

Please note that the “change alert status” action, “wait for response” functionality, and 3rd-party actions for New Relic, Ansible, and JEC are currently available only through Jira Service Management. However, if you’re on a Jira Service Management Premium or Jira Service Management Enterprise plan, you will be able to use these capabilities in your rules across Automation for Jira.

Service Collection offers core knowledge management features, enabling users to create, view, edit, delete, and publish articles directly from Service Collection Customers also have the following features depending on which Confluence plan they add to their 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

There is no cost to use out-of-the-box knowledge base capabilities in Service Collection. An out-of-the-box knowledge base means licensed agents have the ability to create, read, update, and delete knowledge articles directly within Service Collection.

Because this capability is powered by Confluence, you will need to add a Confluence plan to your Service Collection site to unlock knowledge base capabilities. No purchase of Confluence is required to use your knowledge base. A site-admin or org-admin will need to manually add Confluence to your site.

Note: Users who are granted product access to Confluence outside of Service Collection 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.

View the guide here

Automations
Automation steps are included across Service Collection plans, as follows:

• Free: 1,250
• Standard: 3,000
• Premium: 6,500
• Enterprise: 9,500

Above these limits, additional usage will need to be purchased. You can set limits on billable usage in Atlassian Administration.

Rovo
Rovo Credits are included across all paid Service Collection plans, as follows:

• Standard: 250
• Premium: 700
• Enterprise: 1,500

Above these limits, additional usage will need to be purchased. You can set limits on billable usage in Atlassian Administration.

Assets
Asset Objects are included across all paid Service Collection plans, as follows:

• Standard: 5K
• Premium: 50K
• Enterprise: 500K

Above these limits, additional usage will need to be purchased. You can set limits on billable usage in Atlassian Administration.
See this page for more information

Customer Service Management 
AI Agent Resolutions are included in Standard, Premium, and Enterprise Service Collection plans at the published rates. You can set limits on billable usage in Atlassian Administration.
See this page for more information

Virtual Service Agent

• Virtual service agent is included in Service Collection Premium and Enterprise plans to provide capabilities for employee self-service support.
• Included in these plans, customers will be allowed to execute 1,000 assisted conversations per month or 12,000 assisted conversations per year for free. Above this limit, assisted conversations will need to be purchased at the published rates. You can set limits on billable usage in Atlassian Administration.

Customer Service Management is Atlassian's AI-powered, purpose-built customer support app for external customer support within Service Collection. The Customer Service Management AI agent autonomously resolves customer support requests end-to-end, without requiring human intervention.

How an AI agent resolution is defined: An AI agent resolution is counted when the AI agent handles a customer inquiry completely — from initial question to confirmed resolution — without escalating to a human agent. This is an outcome-based model: you only pay when AI actually resolves the issue.

Key commercial details:

• Price: $1.00 per AI agent resolution.
• Included allowance: None. AI agent resolutions are billed from the first successful resolution, unlike other meters which include allowances with subscriptions.
• Billing model: Multiple options available including “pay-as-you-go” at $1 USD per resolution, or you can purchase prepaid usage packs or annual committed packs, billed per resolution in arrears.
• No charge for failures: If AI can't resolve it, you don't pay. You're paying for outcomes, not attempts.
• Channel-agnostic: A resolution counts regardless of where it originates (Portal, Embedded widget, and more). What matters is that the AI agent resolves it without human handoff.
• No double-counting: One customer inquiry resolved = one resolution, regardless of how many messages are exchanged within the conversation.
• Unique Resolution Meter: Customer Service Management AI agent resolutions are separate from Rovo credits, Automation steps, and Assets objects. A customer interaction is charged on only one meter.

How to forecast costs: By leveraging the evaluation capability within Customer Service Management, admins can see their typical resolution rate based on a sample size of conversations/queries.

An AI agent resolution is counted when the Customer Service Management AI agent handles a customer inquiry end-to-end without requiring human escalation.

Counts as an AI agent resolution (charged $1):

• AI agent answers a how-to question and customer confirms it's resolved.
• AI agent completes an autonomous action (e.g., answering a question from the knowledge base, checking order status, etc.).
• AI agent walks a customer through a troubleshooting flow to resolution.

Does NOT count as an AI agent resolution (no charge):

• AI agent attempts, but cannot resolve the inquiry, and escalates to a human agent.
• Customer abandons the conversation before resolution.
• AI agent deflects with a knowledge article but the customer still opens a ticket.
• AI agent partially helps but a human agent completes the resolution.

The principle: You're paying for successful outcomes, not attempts. If AI doesn't fully resolve it, you don't pay.

A resolution is counted when the AI agent has fully handled a customer inquiry without escalating to a human agent. Here's how the process works:

1. The conversation ends: a resolution is assessed after a conversation has been inactive for 24 hours with no reply from the customer.
2. The conversation is evaluated: once the conversation ends, Atlassian's AI automatically reviews the full interaction to determine whether the customer's inquiry was resolved.
3. A resolution state is assigned: each conversation is assigned a single resolution state (resolved or not resolved). This state is permanent once set.

What if a customer contacts support about the same issue again? Customers cannot reopen a closed conversation. If a customer reaches out again about the same issue, they must start a new conversation, which is treated as a new interaction. No additional charge is applied to the original resolved conversation.

What if a customer believes an interaction was incorrectly marked as resolved? Contact Atlassian Support with the interaction details and our team will review it.

For more information about:

• Billing and purchasing visit the pricing page
• AI agent resolutions visit Customer Service Management Agent Resolutions support page
• Setting up and optimizing Customer Service Management, visit the Customer Service Management Onboarding Guide