Purchasing & Licensing FAQ

We offer fully functional trials of our cloud products and plans. Cloud Standard can be trialed for 14 days, and Cloud Premium/Cloud Enterprise can be trialed for 30 days. When your trial expires, you can continue using the product by adding a credit card to my.atlassian.com. Should you opt to discontinue the use of our cloud services, we offer full refunds during the first month of paid service following the end of the trial, if you decide it's not for you. After the first paid month, we are unable to offer refunds or exchanges. If you choose to not add a credit card at the end of your 14-day Standard trial, your site will automatically be downgraded to a Cloud Free plan.

Please note: Although our cloud trials include access to Technical Support, we do not provide data backups for trials, only for monthly and annual subscribers. Financially-backed SLAs will not be supported during Cloud Premium trials.

Self-managed Data Center products can be trialed for 30 days before purchase, allowing you to see and use Atlassian products before you buy. All self-managed trials are fully functional; what you use during your trial is what you'll get when you buy. See our Data Center page to begin your trial.

Free cloud migration trials

If you’re an existing server or Data Center customer, we also offer free cloud migration trials that match the remaining duration of your maintenance/subscription and user tier (up to 10,000). Our free cloud migration trials follow the same terms as a standard cloud trial but offer self-managed customers the opportunity to explore, test, and migrate to cloud over time—at no extra cost. Learn more.

Marketplace apps

You can trial any Marketplace app (cloud or Data Center) free for 30 days. App trials must be initiated by the cloud site admin or Data Center Atlassian administrator.

For monthly cloud subscriptions, once the trial period ends, the cost of the app is automatically included in your next bill unless manually deactivated. Cloud subscriptions billed annually will require a manual quote and purchase to retain functionality beyond the trial period.

Data Center apps must be purchased at the same user tier as the parent Data Center license. The app will only function if its license matches or exceeds the tier of the parent product – even if only some of your licensed users need to use the app. For additional questions, see our FAQ on Marketplace apps.

To have your cloud trial extended, please contact our Customer Advocate team with your site URL and we'd be happy to assist.

New Data Center trial licenses can be generated within my.atlassian.com. After logging in, select New Trial License, followed by the product you'd like to try. Please note, you'll need your Server ID to generate a trial license key.

Yes, we offer a number of discounts for migrating customers:

• Cloud loyalty discount
• Data Center loyalty discount
• Free cloud migration trial

Yes! Follow the instructions below to enable automatic renewals for your cloud or Data Center products.

Cloud

Please note that cloud subscriptions that renew monthly are set up for automatic renewals by default.

To enable automatic renewals for your annual cloud site, you'll need a renewal quote on file. Renewal quotes for annual 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 my.atlassian.com 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.

Data Center

Within the billing contact's my.atlassian.com account, automatic renewals can be enabled by selecting 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.

We only apply US sales tax to orders addressed to billing customers based in the US States and territories listed below.

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 order.

Where available, Atlassian recommends providing blanket certificates (to cover all orders) that remain in place until revoked in writing or by a tax authority.

*General Excise Tax in Hawaii

If your purchases are US sales tax exempt, contact us with your valid exemption documentation and your quote/order number (AT-XXXXXXX) to avoid being charged US sales tax on future orders.

For Reseller or Partner orders, the application of the US sale 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 are no VAT exemptions for customers located in Russia.

JCT

In accordance with Japanese tax legislation, JCT is applicable on all taxable sales. Contact us 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.

PST

In accordance with Canadian tax legislation, provincial sales tax (PST) will be applied only to orders from provinces where exemption documentation has not been supplied at the time of payment. Beginning April 1, 2021, Atlassian will collect 7% tax on orders from British Columbia, and 6% tax on orders from Saskatchewan.

QST

Atlassian, as a foreign specified supplier of electronic services, is required to collect 9.975% QST on sales made to consumers in Quebec. Business customers registered under the general registration system will not be able to recover QST paid on orders from Atlassian. That said, business customers need to provide their QST number to not be charged QST on their orders.

The equivalent tax in Euros / Norwegian Krone / Icelandic Krona / South Korean Won / Japanese Yen / Turkish Lira / South African Rand / Russian Ruble / Canadian Dollar / Singaporean Dollar / Saudi riyal 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.

For most reseller or Partner orders, the application of the tax is based on the location of the reseller/Partner, and not the location of the customer or technical contact. If no valid exemption documentation has been supplied at the time of order, the tax rate of the reseller's/Partner's country/state will be automatically applied to the order.

For reseller or Partner orders where the customer's bill to address is in British Columbia (BC) and Saskatchewan (SK), PST will be applied based on the customer's ship-to/technical contact address. Resellers or Partners must have a valid PST number in the Tax ID field of the billing contact for resale exemption.

Visit your Atlassian account profile page. Enter your VAT Number, PAN, CIN, PST, QST, 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.

Contact us with your exemption documentation and quote number if you'd like to apply your tax exemption status to an existing quote.

*Please note, this is not applicable to JCT, or customers located in Russia.

• New license: Your 12/24-month software maintenance period will commence from the date of payment confirmation.
• Upgrade: Software maintenance will commence from the date of payment confirmation.
• Renewal: Software maintenance will commence from the expiration date of the previous maintenance period, regardless of when the maintenance renewal was purchased.

For server licenses, after the first 12/24 months, your software maintenance will expire and you will no longer be able to receive technical support or software updates. As all 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. With the recent end-of-sale of our server products, server software maintenance renewals can be purchased through February 23, 2023.

For Data Center licenses, after the first 12/24 months, your software maintenance will expire and your installation will become read-only. To ensure that your Data Center maintenance doesn't lapse, enroll in automatic renewals in my.atlassian.com.

Please note: Maintenance renewals commence from the date the previous maintenance period expires, regardless of when the maintenance renewal was purchased.

Cloud subscriptions can be co-termed to match the end-date of other cloud subscriptions as long as one subscription is renewed or purchased for a minimum of 12 months.

Data Center licenses can be co-termed to one another as long as at least one line item on the order is purchased or renewed for a minimum of 12 months.

Cloud and Data Center cannot be co-termed to each other.

All Marketplace apps must match (or exceed) the parent product's user tier.

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.

As of February 2, 2022, PT, you won’t be able to upgrade or downgrade user tiers for your server products or apps. After that point, upgrading or downgrading user tiers will only be available by moving to either cloud or Data Center.

Exceptions

You will still be able to upgrade or downgrade user tiers for Fisheye and Crucible.

You will still be able to upgrade or downgrade Bamboo until we release a Data Center version. After that, you won’t be able to upgrade or downgrade your Bamboo Server license.

Due to the program's fixed cost, Starter licenses upgrades are considered new purchases and cannot be upgraded after February 1, 2021 PT.

User tier upgrades for existing server licenses will begin a new 12-month* maintenance period from the date of payment. To learn more and view complete upgrade pricing, see the various product FAQs in the left-hand menu.

To upgrade the user tier of a Data Center license, please contact us.

Please note that licenses can not be combined to create higher user tiers.

*To a maximum end date of February 2, 2024

Self-managed licenses can be co-termed to each other as long as one line-item on the order is being purchased or renewed for at least 12 months.

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, Contact Us.

GDPR stands for the General Data Protection Regulation and came into effect as on 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 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, see Atlassian Compliance page.
• Where we are transferring data outside of the EU, Atlassian commits to having the appropriate data transfer mechanisms in place as required by GDPR.
• 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.

Our Data Protection Agreement commits Atlassian to compliance with data protection law in the UK after Brexit, which we anticipate will be similar to obligations under GDPR.

The California Consumer Privacy Act applies to California residents. This particular section in the Privacy Policy enumerates the rights consumers have under the Act and provides them with some information required by the law. We’re aware that California recently passed new privacy legislation, the California Privacy Rights Act (“CPRA”). Atlassian commits to compliance with the requirements of California data privacy law, and we will analyze the requirements of this new law and update our programs, policies, and materials where needed.

The Lei Geral de Proteção de Dados (LGPD) is a new Brazilian privacy law that went into effect on September 18th, 2020, and regulates the collection, use, processing, storage, and transfer of personal data of Brazil data subjects. For more information, please see our LGPD page.

Yes! Atlassian staff that access and process Atlassian customer personal data are trained on how to handle it and are bound to maintain its confidentiality and security. For more information, see the "How we handle your data" page on our Trust Center.

Atlassian has built out tools to assist customers in responding to individuals' privacy requests. For more information, see “Helping you manage your company data.”

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 it. 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, see our Cloud Hosting Infrastructure page. More information about data center locations is available here.

By default, data hosting location determinations are based on reducing latency and achieving optimal performance for you and your users. We 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, if you’re an organization admin with Enterprise products, you can now pin in-scope product content at rest to a realm. For more information, see our Cloud Support documentation.

Please note 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. More information about data center locations is available here.

We need to transfer your personal data to other organizations to help us provide services to you. 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.

Atlassian understands and respects the rules for onward transfers of personal data outside of the EU. To that end, Atlassian offers customers a pre-signed Data Processing Agreement (DPA) that includes the EU Standard Contractual Clauses 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 are aware that the European Data Protection Board recently issued further guidance on supplementary measures to meet the adequacy requirement of GDPR. We will continue to analyze these requirements and any others issued by European data protection authorities as they arise.

In the meantime, please note that Atlassian:

• already encrypts data in transit and at rest
• publishes an annual Transparency Report with information about government requests for users' data as well as government requests to remove content or suspend accounts
• provides additional information about our policies and procedures for responding to requests for user data in our Guidelines for Law Enforcement

For more information on how we transfer and process personal data, 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 that was agreed to by the U.S. Department of Commerce and the European Commission that provided an "adequate transfer mechanism" for participating companies. Companies certifying to the Privacy Shield framework agreed 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 promised to follow transfer rules and practices as further described in the Privacy Shield framework (see our Privacy Shield Certification).

On July 16, 2020, the Court of Justice of the European Union (the Court) invalidated the EU-US Privacy Shield as a lawful transfer mechanism for transfers of EU personal data from the EU to the US. The Swiss-US Privacy Shield has since been similarly impacted. Meanwhile, the US Department of Commerce indicates that they expect companies to comply with their ongoing obligations under the Privacy Shield Framework for data transfers. We continue to exercise the same care using the Framework for data transferred under that mechanism.

To address the court’s decision, we currently provide a DPA that includes a full copy of the Standard Contractual Clauses (SCCs). Older versions of our DPA included the SCCs as a fallback data transfer mechanism in the event of invalidation of the Privacy Shield. If your organization wishes to update to the latest DPA, it is available here for all cloud customers to download and electronically sign.

Privacy and Security are among the highest priorities at Atlassian. Atlassian is following the developments around the recent decision by the Court of Justice of the European Union regarding the EU-US Privacy Shield and we are comprehensively assessing the implications for our company.

To address the court’s decision, we currently provide a DPA that includes a full copy of the Standard Contractual Clauses (SCCs). Older versions of our DPA included the SCCs as a fallback data transfer mechanism in the event of invalidation of the Privacy Shield. If your organization wishes to update to the latest DPA, it is available here for all cloud customers to download and electronically sign.

Atlassian remains committed to ensuring our customers’ data is protected with the utmost care and in compliance with applicable data privacy laws and requirements. Please be assured, to the extent we have ongoing obligations under our Privacy Shield Certification, we will continue to honor them.

For more information see our Trust Center.

The Atlassian DPA is an extension of our Cloud Terms of Service and reflects our compliance with GDPR requirements as applicable to our products. 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, which vary depending on the products you use and how they're configured. Our Trust Center helps you:

• learn more about company-level controls by visiting “Helping you manage your company data”
• learn more about user-level controls by visiting “Data about you, under your control”
• learn more about our approach to customer privacy by visiting “Privacy principles we live by”

Atlassian's Privacy Policy also summarizes those choices, how to exercise them, and any relevant limitations. See the section How to access and control your information in Atlassian's Privacy Policy for more information.

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.

Yes! Learn more about company-level controls by visiting “Helping you manage your company data.” For information specific to a country or industry (e.g. the GDPR), please see “Privacy and your Country or Industry” on the Privacy page of our Trust Center.

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

A list of our subprocessors can be found on our Subprocessors page.

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.

For apps in the Atlassian Marketplace, see the Resources section in the app listing page to review available privacy information.

Atlassian’s Marketplace gives you visibility into different app trust initiatives, including security programs. For more information, see our Marketplace FAQ.

Apps are designed for a wide variety of purposes, and receive different types of data as a result. Check the Integration details section in the app listing to page to review the permissions and data that app gets access to.

Please visit our Privacy Updates page for news and updates.

Your needs help inform the way we grow our Privacy Program. Please visit our Cloud Roadmap to see what’s on the horizon, and share your thoughts on how we can align it with your needs by creating feature suggestions (or voting, watching, and commenting on existing suggestions), in Atlassian’s public issue tracker.

Our products are used by millions of users around the world. To provide scalable service to our users and customers, we've included privacy information on this page, as well as our:

• Privacy Policy
• Trust Center
• Trust FAQ
• Cloud Hosting Infrastructure FAQ
• Compliance FAQ

We encourage you to review these pages 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, see the Contact Us section of our Privacy Policy.

Atlassian doesn't offer 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.

Yes! Atlassian is always interested to hear from like-minded companies looking to work together.

We established the Atlassian Solution Partner Program 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, visit the Atlassian Solution Partner page.

The Atlassian Stack is a bundled offering that combines every server or Data Center product, along with Premier Support, for a single easy to manage price.

On July 1, 2019, we announced the end of life of our Atlassian Stack license. You can no longer purchase a new Stack license.

We launched the Atlassian Stack offering to help our customers standardize on our Atlassian products. We consistently evaluate our offerings to ensure they are meeting your needs, and have found that many of you prefer to standardize on the Atlassian suite in other ways.

Therefore, we have decided to discontinue the Atlassian Stack offering. You can no longer purchase a new Stack license.