Manage roles

Manage roles

1. Who is a Site Administrator?

A site administrator is an user in the 'site-admins' group who have access the new user management and billing sections of your Atlassian Cloud site. Users in this group will have complete administrator access to all applications on your instance, and have application access to all available applications.

You can learn more about the new Site Administrators permission in Default Groups and Permissions in Atlassian Cloud.

2. What are the other types of administrative roles?

  • Site Administrators have the highest administration privileges on your Atlassian Cloud site. They can be considered as the owners of your Atlassian Cloud service.
  • Administrators have administration access only to the applications of your Atlassian Cloud  site. These are the day to day administrators of your Atlassian Cloud service.
  • Billing Contacts will be notified of changes to the bill and have access to manage your subscription through the My Atlassian site. These are the people who are interested in the ongoing billing of your Atlassian Cloud service.

Your Site Administrators and Administrators are managed through your Cloud site and your Billing contacts are managed through the My Atlassian site. If no Site Administrators are active users, it will be necessary to contact your internal IT team to grant you access to the email address associated for the previous contact. You can then use the 'Unable to access your account?' link from your Atlassian Cloud instance.

3. How do I change the Site Administrator?

Your Site Administrators and Administrators are managed through your Cloud site.

Only Site Administrators can update who has the 'site-admin' permission. If no Site Administrators are active users, it will be necessary to contact your internal IT team to grant you access to the email address associated for the previous contact. You can then use the Unable to access your account? link from your Atlassian Cloud instance to reset the password and change the Site Administrator .

4. How do I update the Billing and/or Technical Contacts?

The Billing and Technical contacts are managed through the My Atlassian site. Complete instructions for updating these administrative contacts can be found in this documentation

5. Who is notified about changes to my subscription?

An email will be sent to all billing and technical contacts 3 days prior to the billing date. You can manage your technical and billing contacts through your My Atlassian account.

We are working to expand this notification to all site administrators of your Atlassian Cloud site in the future.

Monthly subscriptions

Monthly pricing

1. All Cloud products

Product Up to 10 users
(users 1-10)*
For more than 10 users
(11-100 users)
For the next 150 users
(101-250 users)
For each additional user
(251-2,000 users)
Jira Software $10.00 flat $7.00/user $4.00/user $1.00/user
Jira Core $10.00 flat $5.00/user $3.00/user $1.00/user
Confluence $10.00 flat $5.00/user $3.00/user $1.00/user
Portfolio for Jira $10.00 flat $3.50/user $2.00/user $0.50/user
Capture for Jira $10.00 flat $2.30/user $1.30/user $0.30/user
Questions for Confluence $10.00 flat $2.50/user $1.50/user $0.50/user
Team Calendars for Confluence $10.00 flat $2.50/user $1.50/user $0.50/user

 

Product Up to 3 agents
(1-3 agents)*
For more than 3 agents
(4-15 agents)
For the next 85 agents
(16-100 agents)
For the next 150 agents
(101-250 agents)
For each additional agent
(251+ agents)
Jira Service Desk $10.00 flat $20/agent $15/agent $8/agent $1/agent

* Why the big jump in price from 10 users to 11 users? Our 10 user licenses offer introductory pricing for small teams. If you have more than 10 users (or more than 3 Jira Service Desk agents), regular pricing applies.

Managing users on your monthly subscription

1. Add users to your monthly subscription

To add a user:

  1. Go to Settings > User management. You must be a site administrator to manage users on your cloud site.
  2. Click on the Users tab to carry out your management tasks. 
  3. Click on "Create Users" to add the new user details to your instance. 
  4. You can then proceed to the "Application Access" tab to add this new user to your product group (e.g. "Jira")
  5. Confirm your new user count in the "Billing – Overview". As you add new users to your cloud products your bill will change. You will see your next renewal cost reflected here. 

2. Remove users from your monthly subscription

You can delete a user if you don't want them to appear on your site at all. You can deactivate a user if you don't want them to log in to your site, but you still want to manage them. Deactivating a user means that all of the content stays, only if a user is deleted from the instance will their data be removed. Deleted and deactivated users don't add to your user count. You'll need to deactivate a user's account rather than delete it if the user has done any of the following:

  • Reported or been assigned to any issues in Jira applications
  • Commented on any issues in Jira applications
  • Added or edited any content in Confluence (including edits and comments on existing pages)

 

To deactivate a user:

  1. Go to Settings >  User management. You must be a site administrator to manage users on your cloud site.
  2. On the Users screen, select the user you want to deactivate to open the user details.
  3. On the user details screens, select Deactivate. This action will prevent this user from being counted towards your user count. 

You can always reactivate a user later if you want to. To do so, click the Activate button on the user details screen.

 

To delete a user:

  1. Choose Settings >  User management. You must be a site administrator to manage users on your cloud site.
  2. Select the user you want to delete.
  3. Choose Delete. This action will prevent this user from being counted towards your user count. 

 

If you use Google Apps to manage users:

  1. To delete or deactivate users, go to Settings > User management in your cloud site. You must be in the 'site-admins' group to manage users in the cloud.
  2. Click on the Users tab and search for the user you wish to delete or deactivate. 
  3. Click on the user's "Name" and set the user to "inactive" or fully delete this contact. Both actions will prevent this user from being counted towards your user count.

3. Understanding how many users you have

If you're a site administrator, you can find the number of users on your cloud sites by following the instructions below:

  • Go to Settings >  User management > Manage applications

If you're only a billing or technical contact (within my.atlassian.com), you will not have access to user counts. In order to understand how many users you have please refer to the email we sent on June 29, 2017 (or June 28, 2017 for a small percentage of users) detailing the number of users on your cloud site(s) as of June 21, 2017. Alternatively, contact your site administrator who has access to user counts.

4. Understand Users' Last Activity

To view your Users' last activity, follow the steps below:

  1. Log into your instance as a Site Admin
  2. Select 'User Management' from the Settings menu
  3. Select 'Application Access' from the left task bar

Activity is captured when a logged in user interacts with Jira or Confluence. When there is user activity, the current date is logged in User Management. Please note, we don't differentiate between activity on different Jira products, we take the activity across Jira Software, Jira Core and Jira Service Desk.

5. How do I add/remove applications and/or add-ons?

Site Administrators can navigate to the 'Applications' menu of their Atlassian Cloud site through the Settings menu in the header, 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.

Managing your monthly subscription

1. How users are counted towards billing

Once users are created they are automatically counted towards billing even if they don't accept the invite or ever login. A user must be explicitly deactivated, deleted, or removed from a synced user directory (if you have Google sync) to not count towards billing. Learn how to add or remove users.

2. What payment options are available for monthly subscriptions?

To ensure timely payment for monthly subscriptions, we're only able to accept payment via credit card*.  The card on file can be updated by the Primary Billing Contact via their My Atlassian account at any time.

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

3. How do I update the credit card on file?

Any billing or technical contact of an Atlassian Cloud subscription can update the credit card for the subscription. To update the credit card, please follow the instructions below:

  1. Log into My Atlassian. You'll arrive on the Licenses page by default.
  2. Click the ' > ' sign for your Atlassian Cloud instance. The account management pane will now display.
  3. In the Credit Card section, click Edit Credit Card to the right of the current card details. Enter the new card details then save the changes.

The new card will be charged on the next billing date.

4. My Debit/Credit card is showing two transactions, it looks like I was double charged

In some cases, card issuers will place an authorization hold on funds (making them unavailable) for the amount of the purchase. Atlassian settles the transaction immediately (known as "settlement"), but the authorization hold can remain from 1-5 days until it "falls off" depending on your card issuer's policies.

If the funds are not made available 5 days after the transaction, we recommend contacting your card issuer (Visa/American Express/MasterCard/etc) to see when the authorization hold will drop off.

5. Who do I contact with questions about a bill?

The management of user access and subscribed services is done by the Site Adminstrator(s), this is the best person to contact within your organization about changes made to your subscription.

If you do not know who your Site Adminstrator is, you can contact the Technical Contact listed on an invoice or Contact Us and we can help identify the Site Adminstrator.

6. How do I switch payment plans? Converting to an annual subscription

At this time, it is not possible to change payment plans (monthly/annual) from a My Atlassian account or within your Atlassian Cloud site. Please Contact Us to ask about what is involved with switching.

7. Reducing your monthly bill

If you're looking to lower your monthly bill there are a few strategies for doing this:

  • Convert to an annual subscription. Annual subscriptions currently offer a discount that equates to 2 months free on an annual basis. Learn how to convert to an annual subscription.
  • Identify users that aren't actively using your cloud product(s) and deactivate them so they no longer count towards your monthly bill. If you need help identifying users that aren't using your cloud product(s), navigate to Site Administration > Users and review their Last Active date to find users that haven't used the product in a while. It's always a good idea to check in with your users before taking action to deactivate them.

Annual subscriptions

Annual Pricing

1. All Cloud products

Annual User Tier Jira Software Jira Core Confluence Portfolio for Jira Capture for Jira Questions for Confluence Team Calendars for Confluence
1 - 10* $100 $100 $100 $100 $100 $100 $100
11 - 15 $1,050 $750 $750 $525 $345 $375 $375
16 - 25 $1,750 $1,250 $1,250 $875 $575 $625 $625
26 - 50 $3,500 $2,500 $2,500 $1,750 $1,150 $1,250 $1,250
51 - 100 $7,000 $5,000 $5,000 $3,500 $2,300 $2,500 $2,500
101 - 200 $11,000 $8,000 $8,000 $5,500 $3,600 $4,000 $4,000
201 - 300 $13,500 $10,000 $10,000 $6,750 $4,400 $5,000 $5,000
301 - 400 $14,500 $11,000 $11,000 $7,250 $4,700 $5,500 $5,500
401 - 500 $15,500 $12,000 $12,000 $7,750 $5,000 $6,000 $6,000
501 - 600 $16,500 $13,000 $13,000 $8,250 $5,300 $6,500 $6,500
601 - 800 $18,500 $15,000 $15,000 $9,250 $5,900 $7,500 $7,500
801 - 1,000 $20,500 $17,000 $17,000 $10,250 $6,500 $8,500 $8,500
1,001 - 1,200 $22,500 $19,000 $19,000 $11,250 $7,100 $9,500 $9,500
1,201 - 1,400 $24,500 $21,000 $21,000 $12,250 $7,700 $10,500 $10,500
1,401 - 1,600 $26,500 $23,000 $23,000 $13,250 $8,300 $11,500 $11,500
1,601 - 1,800 $28,500 $25,000 $25,000 $14,250 $8,900 $12,500 $12,500
1,801 - 2,000 $30,500 $27,000 $27,000 $15,250 $9,500 $13,500 $13,500

 

Agents Jira Service Desk
1 - 3* $100
3 - 5 $1,000
6 - 10 $2,000
11 - 15 $3,000
16 - 25 $4,500
26 - 50 $8,250
51 - 100 $15,750
101 - 200 $23,750
201 - 300 $28,250
301 - 400 $29,250
401 - 500 $30,250
501 - 600 $31,250
601 - 800 $33,250
801 - 1,000 $35,250
1,001 - 1,200 $37,250
1,201 - 1,400 $39,250
1,401 - 1,600 $41,250
1,601 - 1,800 $43,250
1,801 - 2,000 $45,250

* Why the big jump in price from 10 users to 11 users? Our 10 user tiers offer introductory pricing for small teams. If you have more than 10 users (or more than 3 Jira Service Desk agents), regular pricing applies.

Managing users on your annual subscription

1. Add users to your annual subscription

To add a user:

  1. Go to Settings > User management. You must be a site administrator to manage users on your cloud site.
  2. Click on the Users tab to carry out your management tasks. 
  3. Click on "Create Users" to add the new user details to your instance. 
  4. You can then proceed to the "Application Access" tab to add this new user to your product group (e.g. "Jira")
  5. Confirm your new user count in the "Billing – Overview". As you add new users to your cloud products your bill will change. You will see your next renewal cost reflected here. 

2. Remove users from your annual subscription

You can delete a user if you don't want them to appear on your site at all. You can deactivate a user if you don't want them to log in to your site, but you still want to manage them. Deleted and deactivated users don't add to your user count. You'll need to deactivate a user's account rather than delete it if the user has done any of the following:

  • Reported or been assigned to any issues in Jira applications
  • Commented on any issues in Jira applications
  • Added or edited any content in Confluence (including edits and comments on existing pages)

 

To deactivate a user:

  1. Go to Settings >  User management. You must be a site administrator to manage users on your cloud site.
  2. On the Users screen, select the user you want to deactivate to open the user details.
  3. On the user details screens, select Deactivate. This action will prevent this user from being counted towards your user count. 

You can always reactivate a user later if you want to. To do so, click the Activate button on the user details screen.

 

To delete a user:

  1. Choose Settings >  User management. You must be a site administrator to manage users on your cloud site.
  2. Select the user you want to delete.
  3. Choose Delete. This action will prevent this user from being counted towards your user count. 

 

If you use Google Apps to manage users:

  1. To delete or deactivate users, go to Settings > User management in your cloud site. You must be a site administrator to manage users on your cloud site.
  2. Click on the Users tab and search for the user you wish to delete or deactivate. 
  3. Click on the user's "Name" and set the user to "inactive" or fully delete this contact. Both actions will prevent this user from being counted towards your user count.

3. How do I add/remove applications and/or add-ons?

If you're a site administrator, you can find the number of users on your cloud sites by following the instructions below:

  • Go to Settings >  User management > Manage applications

If you're only a billing or technical contact (within my.atlassian.com), you will not have access to user counts. In order to understand how many users you have please refer to the email we sent on June 29, 2017 (or June 28, 2017 for a small percentage of users) detailing the number of users on your cloud site(s) as of June 21, 2017. Alternatively, contact your site administrator who has access to user counts.

4. Understand Users' Last Activity

To view your Users' last activity, follow the steps below:

  1. Log into your instance as a Site Admin
  2. Select 'User Management' from the Settings menu
  3. Select 'Application Access' from the left task bar

Activity is captured when a logged in user interacts with Jira or Confluence. When there is user activity, the current date is logged in User Management. Please note, we don't differentiate between activity on different Jira products, we take the activity across Jira Software, Jira Core and Jira Service Desk.

5. How do I add/remove applications and/or add-ons?

Site Administrators can navigate to the 'Applications' menu of their Atlassian Cloud site through the Settings menu in the header, 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.

Managing your annual subscription

1. How do I request a quote for additional users?

At this time, it is not possible to generate an upgrade quote from a My Atlassian account or within your Atlassian Cloud site. Please Contact Us to request an upgrade quote.

2. How do I get a quote for the annual payment plan?

Site administrators can navigate to the billing section of their cloud site and click on 'Payment Details'. They can then click on the 'Switch to an annual payment plan' link to generate an annual quote, and either pay later with a quote or pay now by credit card.

If you're looking to upgrade or downgrade upon your renewal date, please contact us via our Contact Us form. 

Please note that while Site Administrators can add users and trial new applications under an annual subscription plan, there is no commitment to purchase at the end of the trial, so you won't be billed for it automatically.

3. What payment options are available for annual subscriptions?

Payment can be made by bank transfer, mailed check or credit card, complete payment details appear on the first page of an official quote and on our How To Pay page.

4. Where can I view/download quotes or paid invoices?

The primary billing and technical contacts listed on a quote or invoice can retrieve them from their My Atlassian account.

  1. Log into your My Atlassian account and click the Orders tab in the navigation bar.
  2. All quotes and invoices associated with your account are in this section.
  3. In the "Quotes" tab you can download a PDF quote or invoice, make credit card payment, Update PO# or delete the quote.
  4. In the "Orders" tab you can see an order's details by clicking on the '+' and download a PDF of the paid invoice.

Please note: You can only access the orders where you are listed as the technical or billing contact.

5. Who do I contact with questions about a bill?

The management of user access and subscribed services is done by the Site Adminstrator(s), this is the best person to contact within your organization about changes made to your subscription.

If you do not know who your Site Adminstrator is, you can contact the Technical Contact listed on an invoice or Contact Us and we can help identify the Site Adminstrator.

6. How do I renew my annual subscription?

The primary Billing and Technical contacts registered to your Cloud product can retrieve the renewal quote from their My Atlassian account.

  1. Log into your my.atlassian.com account and click the Orders tab in the navigation bar.
  2. All quotes associated with your account are in this section.
  3. In the "Quotes" tab you can download a PDF quote or invoice, make credit card payment, Update PO# or delete the quote.
  4. In the "Orders" tab you can see an order's details by clicking on the '+' and download a PDF of the paid invoice.

You can pay the quote by credit card using our secure online payment form or any of the other accepted payment methods (mailed check, bank transfer). You can find complete payment details on the first page of your quote/invoice, as well as our How To Pay page.

To request a new quote from My Atlassian:

  • Log into my.atlassian.com, the account page will display.
  • Click the '+' sign of your Atlassian Cloud product, your product management screen will display.
  • In the Actions section click "Renew."
  • Select the product to upgrade using the drop down and "Add to Cart.
  • Review the cart and click "Proceed to Checkout."
  • Complete the Licensee and Organization Details in step 3 of the Quote & Order Form then "Continue."
  • Next, select "Pay now via credit card" or "Get a Quote" then "Review My Order."
  • If the order is accurate click "Submit Order."

The quote or purchase confirmation will be sent to the named Billing and Technical contact(s).

7. Reducing your annual bill

Identify users that aren't actively using your cloud product(s) and deactivate them to move into a lower annual tier. If you need help identifying users that aren't using your cloud product(s), navigate to Site Administration > Users and review the Last Active date to find users that haven't used the product in a while. It's always a good idea to check in with your users before taking action to deactivate them.

Cancellations & Refunds

Cancellations & Refunds

1. What is the refund procedure for Atlassian Cloud?

Refunds for Atlassian Cloud are only available within the first paid month after the evaluation period for monthly subscriptions and within 30 days of payment for annual subscriptions. After these periods we cannot offer refunds.

To cancel your evaluation/subscription for Atlassian Cloud, please follow the instructions below:

  1. Log in to your my.atlassian.com account, the account page will display. Atlassian Cloud will be listed in the Licenses section.
  2. Click 'Atlassian Cloud'. Your account management screen will display.
  3. Click the 'Cancel Subscription,' or 'Cancel Evaluation' link to request the cancellation of your account.

The Atlassian Cloud subscription will be terminated at the end of the current billing cycle and your credit card will not be charged again. No credit is offered for canceling an account prior to the end of a billing cycle.

Please Contact Us to request a refund during the first month of paid service (following an evaluation) or within 30 days of payment for an annual subscription.

2. Can I get a refund for applications/add-ons that I didn't cancel before the end of my evaluation?

Please Contact Us to request a refund during the first month of paid service (following an evaluation) or within 30 days of payment for an annual subscription.

3. Can I get a credit to move from one Atlassian product/service to another?

Atlassian Server and Cloud products are not interchangeable. If you are interested in starting with Atlassian Cloud then moving to the server version, we would suggest the monthly Atlassian Cloud payment option. You can then cancel at anytime and you're subscription will expire at the end of that month's billing cycle.

If you have a license for an Atlassian server product, this is a perpetual license that cannot be deactivated nor exchanged for Atlassian Cloud. If you are interested in moving to Atlassian Cloud we would suggest not renewing the maintenance on the server license and then moving to Atlassian Cloud when you are ready. Before making the decision to move to Atlassian Cloud we recommend reviewing the Restricted Functions in Atlassian Cloud to make sure it is the right product for you.

Terms of Service

1. What are the Terms of Service?

Use of Atlassian Cloud is governed under the Atlassian Customer Agreement and Service Specific Terms.

2. Can we make changes to the Terms of Service?

Within Atlassian's current price structure, we're unable to make any changes to the Atlassian Customer Agreement. If you consider our pricing model and the costs of creating and managing individual agreements with each of our customers, you can begin to understand our position.

Maintaining a standard Customer Agreement with all of our customers allows us to focus our resources on meeting our obligations under these agreements. Do keep in mind of course that our Customer Agreement has been very carefully authored to be fair to both you and us.