Licensing & Purchasing FAQ

A Unique Purchasing Model

Atlassian is different from most companies when it comes to how we sell software. Our goal is to build incredible, affordable software that people can try before buying. To do this, we rely on a slightly different sales model. Here's what makes it different:

We're here to help at any time, so please contact us.

Evaluations

1. Can I evaluate a product for free before purchasing it?

Download products - Yes, you can evaluate a product for at least 30 days (up to 90 days) before purchase, allowing you to see and use Atlassian software before you proceed with a purchase. Atlassian provides a fully functional download version of each Atlassian software product for evaluation. What you'll be using during your evaluation is what you'll be getting when you buy. In fact, to activate your commercial license you will simply update your license key.

To generate an evaluation license key, or extend your evaluation, simply log into My Atlassian. From here, click on 'New Evaluation License' and follow the instructions to associate your Server ID. A new evaluation license will be generated that you enter into your download product.

All installed evaluations include access to our technical support resources. Evaluation keys are for the highest user tier available and are compatible across stand-alone product/add-on user tiers and license types.

Atlassian OnDemand - Yes, Atlassian offers fully functional 30-day evalutions for Atlassian OnDemand.  When your evaluation expires we will automatically charge the credit card provided at sign up allowing customers to continue using Atlassian OnDemand without interruption.

OnDemand evaluations include access to our support resources. However, please note that we do not provide data backups for OnDemand evaluations, only monthly or annual customers.

Atlassian does not offer extentions of Atlassian OnDemand evaluations, however, we offer full refunds during the first month of paid service following the end of the evaluation if you decide Atlassian OnDemand isn't for you.  After the first paid month, we cannot offer refunds or exchanges.

2. How can I get an extension on my downloaded product evaluation?

We're happy to extend your download product evaluation period for up to 90 days free. Here's how to generate a new evaluation key online:

  1. Login to my.atlassian.com. You'll arrive on the Licenses page by default.
  2. Click 'New Evaluation License' to create a new key with an additional 30 days evaluation time.
  3. Apply this key to your server under the Administration > License Details page.

(If you're an Atlassian OnDemand evaluator, please note that we do not offer extentions of Atlassian OnDemand. However, we offer full refunds during the first month of paid service following the end of the evaluation if you decide Atlassian OnDemand isn't for you.  After the first paid month, we cannot offer refunds or exchanges.)

3. How is the software distributed? Will I receive a CD-ROM or shrink-wrapped product?

Atlassian has adopted the Electronic Software Distribution (ESD) model. Consequently, software is available only via HTTP download. Atlassian does not distribute any software on CD, DVD or as a shrink-wrapped product. As all commercial and academic licenses include 12 months of software maintenance (support and updates), the ESD model is the best way to stay up-to-date with the numerous software releases made available to you. At your discretion, maintenance can also be renewed.

4. After I purchase a license, do I need to reinstall the software?

There is no need to reinstall your software. Your existing installation can be updated by copying your purchased license key into the 'License Details' page of your product's administration console.

Pricing and Discounts

1. How much do Atlassian products cost?

Current pricing information is always available online:

2. What training solutions are available?

Atlassian offers instructor-led training courses for JIRA, Confluence, Bamboo and JIRA Agile. Each course is delivered as a 3 hour webinar and can be delivered at up to 10 separate locations. Please visit the Training page for further details.

We also offer Atlassian University, a series of step-by-step interactive tutorials for JIRA, Confluence, and JIRA Agile. You can find out more about Atlassian University pricing here.

3. Does Atlassian offer any discounts?

We do not offer any discounts. Our goal is make awesome applications available at the best price, and to treat every customer equally. Our products start at just $10 for 10 users. We like to build discounts directly into the prices we publish openly to everyone so there's no guessing or uncertainty around what you're buying and how much it costs.

4. Are there any discounts for government organizations?

Discounts are not offered to government organizations (unless you are a provider of primary, secondary or tertiary education in which case you would qualify for Atlassian's academic pricing). Government organizations purchasing Atlassian software are required to purchase commercial licenses.

5. Are there any discounts for academic institutions?

Academic pricing is available to qualified academic institutions for Atlassian's download products.

6. Does Atlassian offer reseller discounts?

Atlassian does not offer any reseller discounts. Discounts are only offered to official Atlassian Experts.

Ordering

1. What is the process for ordering Atlassian products?

All orders must be placed via the secure online Quote & Order Form. If you are a reseller, please check the box marked "I am a reseller purchasing on behalf of my customer" during the checkout process. Once that is done, a quote or invoice will be sent via email. If credit card details are not provided through the secure online form, the quote can be paid by mailed check, faxed/phoned credit card or direct bank transfer.

License and source downloads (if applicable) will only be made available online when full payment is confirmed. Please be aware that we can only accept credit card payments for $10 Starter Licenses and the Atlassian OnDemand monthly payment plan.

2. How can I request a quote?

Requesting an obligation-free quote is easy! Just use our Quote & Order Form, which allows you to pay for your software immediately or save a price quote for later. Only quotes submitted though our online form are considered valid, screen prints of the shopping cart is not the same as an official quote.

Please note: Starter Licenses must be purchased with a credit card.

3. How can I pay an outstanding quote or invoice?

You can pay an outstanding quote or invoice 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 a quote or invoice and on our How to pay page.

4. How can I submit a purchase order (PO number) to Atlassian?

To get started, please complete our secure online Quote & Order Form. On the final confirmation page, check the PO number box to add your PO number. The PO number will appear on your quote or invoice (valid for 30-days) and will be sent in PDF format via email. If you already have a quote or invoice, you can update the quote or invoice through your My Atlassian account on the Orders tab.

Atlassian is happy to reference a PO number on a quote or invoice for your internal tracking and record keeping. However, we do not accept purchase orders as form of payment nor the terms and conditions commonly associated with purchase orders. We provide fully functional evaluation licenses for you to use while payment is being arranged. We are able to keep our prices low by offering a standard End User Agreement to all our customers and do not offer commercial credit.

Our payment terms are Net 0-day and we accept payment by bank transfer, mailed check, and credit card. Details can be found on the first page of a quote or invoice. Once full payment is received, we will issue the license keys and email the nominated billing and technical contacts.

5. Can I request a quote or invoice in a currency other than US Dollars?

The only supported currency other than US Dollars (USD) is Australian dollars (AUD), for Australian customers only. Issuing quotes or invoices in other currencies is not possible.

To request a quote in AUD, mention this request in the "Additional Notes" field when creating your quote.

Australian dollar quotes and invoices are calculated using an exchange rate that includes a currency fluctuation margin.

Please note that we are unable to issue quotes or invoices in Australian dollars for orders containing Atlassian OnDemand, Starter Licenses or Marketplace add-ons.

6. Are there any applicable taxes?

Atlassian is an Australia-based company. As such, Atlassian must collect GST from all Australian based customers. As of 01 July 2012, Atlassian will collect VAT from customers within the European Union who have not supplied a valid VAT ID, in accordance with EU tax legislation. 

Tax Treaties: As an Australian company, Atlassian is exempt from withholding taxes in some countries like the United States. For compliance reasons, U.S. customers may wish to obtain a copy of the W-8BEN form; or for non-U.S. customers, the Australian Taxation Office Certificate of Residency for Atlassian.

Prices may be affected by organizations based in countries that do not have an income tax treaty with Australia and are therefore required to impose withholding taxes. If this applies to you, Australian taxation law requires us to provide proof of tax withheld. As such, we will require documentation from you which states the amount of tax withheld (your tax office should be able to supply the relevant documents). Please contact our Sales Team to discuss the potential implications.

Payments & Refunds

1. Which payment methods are accepted, and what are your payment terms?

Atlassian accepts the following payment methods for download product licenses and annual Atlassian OnDemand subscriptions: 

Credit card* — (MasterCard, Visa or American Express) via our secure Quote & Order Form/phone/fax, fastest payment method (1 to 3 business days). We cannot accept credit card payments for AUD orders.

Bank transfer  — can take up to 5-7 business days for banks transfers to clear through our banking facilities.

Mailed check — can take up to 2 weeks to be received and processed by our financial institution. We cannot accept checks for AUD orders.

Atlassian's payment terms are strictly Net 0-day. This means that the license key(s) or Atlassian OnDemand subscription will only be made available after full payment is received. If you have placed your order but find that you are waiting for your organisation to actually make the payment, you can contact us and request a fully-functional evaluation license key to help you cope with any bureaucratic delays.

* Credit card is the only acceptable form of payment for monthly Atlassian OnDemand subscriptions and download product Starter Licenses.

2. How can I pay an outstanding quote or invoice?

You can pay an outstanding quote or invoice 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 a quote or invoice and on our How To Pay page.

3. I am in Europe. Will your bank transfer details work?

Only European bank accounts issue IBANs. The number we provide in the quote or invoice can be used as the "IBAN" for your bank transfer. It may also be worthwhile to let your bank know that this is an US Dollar account and that the alpha-numeric number has been supplied and verified by our bank's international payments team.

4. After an order has been placed, how and when can the license key and source be accessed?

Access to your license key(s) and any applicable source code is provided only after the successful receipt and processing of your payment. Once payment is received, a confirmation email will be sent that includes instructions on how to access the license key and any applicable source code are provided in the confirmation email.

5. Can I get a refund, exchange or upgrade after purchasing a download product license?

Yes, you can request a refund or exchange/upgrade your commercial or academic download license up to 30 days after original product date of purchase. After the 30-day period, standard pricing for upgrades will apply and exchanges/refunds will not be available.

To request a refund/exchange within 30 days of payment, please contact our Sales Team.

Please note: due to the charitable nature of funds collected from download product Starter Licenses, we don't typically offer refunds.  Please contact our Sales Team to discuss options for returning Starter Licenses.

6. Can I get a refund for Atlassian OnDemand?

Refunds for Atlassian OnDemand 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 OnDemand, please follow the instructions below:

  1. Log in to your My Atlassian account, the account page will display. Atlassian OnDemand will be listed in the Licenses section.
  2. Click the '+' sign for your Atlassian OnDemand subscription, your account management screen will display.
  3. Click the 'Cancel Subscription,' or 'Cancel Evaluation," link to request the cancellation of your account.

The Atlassian OnDemand 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.

To request a refund during the first month of paid service (following an evaluation) or within 30 days of payment for an annual subscription, please contact our Sales Team.

US Taxes

1. Why are you applying US sales tax to my order?

US sales tax is only applied to orders addressed to billing customers based in Illinois, Massachusetts, New York, Texas, Washington state or Washington, D.C. containing purchases or renewals of taxable Atlassian products.

Please email taxexempt@atlassian.com with your exemption documentation and quote number if you are eligible to claim a sales tax exemption in relation to your existing quote.

Where available, Atlassian recommends providing blanket certificates which remain in force until revoked in writing or by a tax authority.

2. Where can I find US sales tax exemption forms?

The US sales tax exemption forms applicable to each taxable state can be found below:

3. I've never had to pay US sales tax on my orders before, what has changed?

From 01 April 2014, Atlassian will begin collecting US sales tax on taxable sales to customers based in Illinois, Massachusetts, New York, Texas, Washington state or Washington, D.C., in accordance with US state tax legislation in those states.

If your purchases are US sales tax exempt, please email taxexempt@atlassian.com with your valid exemption documentation to avoid being charged US sales tax on future orders.

4. US sales tax was applied to my order, however I can now supply valid exemption documentation covering the period of the purchase. How can I obtain a refund for the US sales tax portion of my payment?

Generally US sales tax will be applied to all taxable orders where valid exemption documentation has not been provided to Atlassian at the time of payment.

However if valid exemption documentation covering the period of the purchase can be supplied, please contact our Sales Team to arrange for the refund of your purchase within 30 days of payment.

After the that time, you may contact your local state tax authority or amend your sales tax return to obtain a refund directly from the your local revenue authorities.

5. I'm a Reseller located in a taxable US state, but I'm buying on behalf of a customer who is not located in a taxable US state. Will US sales tax apply?

For Reseller or Expert orders, the application of the US sales is based on the location of the Reseller/Expert 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.

Value Added Tax (VAT)

1. Why are you applying VAT to my order?

In accordance with EU, Iceland and Norwegian 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.

VAT in other countries such as Switzerland and South Africa is applicable on all taxable sales where a valid exemption documentation has not been provided to Atlassian prior to payment.

Please contact our Sales Team 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.

2. Do you include Tax in the prices listed on the website?

No, the prices listed on our website are in US Dollars and do not include any tax. 

However, quotes generated via the Atlassian Store prior to purchase will state the applicable tax in US Dollars.

Please note:

For customers located in Australia, the tax conversion rate will be displayed on the Tax Invoice, which is issued upon receipt of payment in full.

For customers in the European Union, Norway, Iceland and South Africa, the equivalent tax in Euros / Norwegian Krone / Icelandic Krona / South African Rand will be displayed on the final invoice, which is issued upon receipt of payment in full.

3. The VAT on my quote is shown in US Dollars. Where can I find the equivalent tax in Euros / Norwegian Krone / Icelandic Krona / South African Rand?

The equivalent tax in Euros / Norwegian Krone / Icelandic Krona / South African Rand 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.

4. I've never had to pay VAT on my orders before, what has changed?

From time to time, domestic governments introduce new taxes or apply VAT to new taxable items through new legislation.

To be a good global citizen, Atlassian endeavors to be compliant with all relevant international laws. To uphold our core value of "Don't #@!% the Customer", where possible Atlassian will go to the additional effort of registering, implementing, collecting and filing local VAT returns to be compliant with these legal requirements rather than ceasing to sell Atlassian products in a country with new taxes.

5. VAT was applied to my order, however I can now supply my valid VAT ID. How can I obtain a refund for the VAT portion of my payment?

Generally VAT will be applied to all VAT-applicable orders where exemption documentation or a valid VAT ID has not been provided to Atlassian at the time of payment.

However if exemption documentation or a valid VAT ID covering the period of the purchase can be supplied, please contact our Sales Team to arrange for the refund of your purchase within 30 days of payment.

After the that time, customers with a valid VAT ID may claim a refund for VAT paid on business expenses directly from your local tax authority via your business VAT return. You do not need to self-assess VAT on this transaction again under the reverse charge system.

6. I am a Reseller located in a taxable country, but I am buying on behalf of a customer who is not located in a taxable country. Will VAT apply?

For Reseller or Expert orders, the application of the VAT is based on the location of the Reseller/Expert and not the location of the customer or technical contact. If no valid exemption documentation or VAT ID has been supplied at the time of order, then the VAT rate of the Reseller's/Expert's country will be automatically applied to the order.

7. How do I update my My Atlassian (my.atlassian.com) account to include my VAT Number?

Visit your Atlassian ID profile page. Enter your VAT Number in the Tax ID section of "Your Personal Info" and click "Save".

8. ow do I update my My Atlassian (my.atlassian.com) account to include my VAT exemption documentation?

Please contact our Sales Team with your exemption documentation and quote number if you would like to apply your tax exemption status to an existing quote.

Software Maintenance

1. What kind of support does Atlassian offer?

Atlassian OnDemand customers receive 24x7 support where our staff of engineers work around the clock to fully maintain, manage and support every aspect of your instance.

Atlassian download product customers receive our legendary support 24 hours a days, 5 days a week, with local phone support available during weekday business hours.

2. What are the benefits of renewing software maintenance?

Renewing your download software maintenance is entirely optional, but it will ensure your continued access to the following great benefits:

Legendary Support

You'll continue to receive Atlassian's legendary support for another 12 months. Atlassian's support is available to you via our online support system.

Software updates

Our products continue to evolve via frequent and significant updates. If you're after new features, ever improving usability and the latest innovations in issue tracking, active software maintenance ensures you continue to receive all the latest software updates for another 12 months.

Peace of mind

If your team depends on our products for many of its day to day activities, having a guaranteed direct line of contact to a committed support team offers fantastic peace of mind. Renewing now ensures that the privileges of software maintenance continue uninterrupted.

Order your renewal today

If you wish to renew your software maintenance, or upgrade your license, simply submit your order using our Quote & Order Form.

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

3. When does software maintenance start?

  • New license: Your 12 month software maintenance period will commence from the date of payment confirmation.
  • Upgrade: Your 12 month software maintenance will commence from the date of payment confirmation and replaces any active software maintenance of the upgraded license.
  • Software maintenance renewal: Your 12 month software maintenance will commence from the expiration date of the previous maintenance period, regardless of when the maintenance renewal was purchased.

4. What happens when the included maintenance ends?

After the first 12 months, your software maintenance will expire and you will no longer be able to receive technical support or software updates. Renewing your software maintenance is done purely at your discretion and can be renewed in advance of your maintenance expiration to ensure uninterrupted access to the support and software updates.

As all commercial and academic licenses are perpetual, you can use your software into perpetuity. This means, the download product will continue to operate the same way as it does before and after the maintenance period expires.

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

5. Can maintenance dates be synchronized on licenses?

If you have purchased multiple Atlassian products on different dates, your maintenance renewal dates can be synchronized to the same date based on the time-value of individual licenses. To do this, please request a renewal quote by simply clicking the 'Renew' tab in our Quote & Order Form. You'll want to have the following details for the license(s) on-hand:

  • the current technical contact's email address
  • the license SEN (Support Entitlement Number)

In the final step of the Quote & Order Form there is an Additional Notes section. Please enter that you would like the license keys synchronized to either a common end date or a specific date of your choosing.  This will flag the order for review so that a member of the sales team can pro-rate the maintenance, please be aware it may take 1-3 business days for you to receive the quote.

Please note: that because upgrades and new license purchases include 12 months of maintenance from the date of purchase, they cannot be synced to existing licenses for less than 12 months.

6. How can I purchase a maintenance renewal?

Anyone can purchase or request a quote, all that's needed is the Support Entitlement Number (SEN) and the email address of any current contact for the license being renewed. To order a download product software maintenance renewal, please visit our Quote & Order Form and click on the "Renew" tab. On the Renew tab you can renew a product that you are associated with or provide us with the details of the product which you wish to renew.

Once that is done, a quote or invoice will be sent via email. If credit card details are not provided through the secure online form, the quote can be paid by mailed check, faxed/phoned credit card or direct bank transfer.  License and any relevant source downloads can be be accessed online on confirmation of payment.

Following payment confirmation, a new license key will be issued. The technical contact can access this via their My Atlassian account. The existing installation can be updated by copying and pasting the new license key into the "License Details" page of product's administration section.

To request a quote from My Atlassian:

  • Log into my.atlassian.com, the account page will display.
  • Click the '+' sign of your Atlassian product being upgraded, 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).

Please note: Customers can hold a maximum of 3 years worth of active software maintenance for a download product. Atlassian OnDemand customers can purchase a 12 month subscription.

For products whose maintenance is based on an old licensing model which is no longer available, you can only hold active software maintenance until the Product End of Support Life.

Licensing

1. How are users counted in Atlassian licenses, as named or concurrent?

A user is by definition any account with the permission to log into the application. A named user with this permission is counted towards the user limit, whether logged in to the application or not. Our licensing model is not based on concurrent users.

2. What are the conditions for an Atlassian Academic License?

The following organizations are eligible for an Atlassian Academic License:

  • Educational institutions: Public or private K-12, vocational schools, correspondence schools, junior colleges, colleges, universities, or scientific or technical schools that are accredited by a national accrediting agency.
  • Administrative offices & boards of education: Provincial, district, regional, national and state administrative offices and authorities of the Educational Institutions defined above.
  • Public libraries
  • Home-school programs
  • Research institutes that are affiliated with an accredited university.
  • Teaching hospitals that are affiliated with an accredited university.
  • Training and teaching organizations that are accredited by a statutory government qualifications body.

Proof of accreditation or affiliation may be required when ordering an Atlassian Academic License.

3. What are the conditions of an Atlassian Open Source Project License? How can I apply?

You can get more information on our Open Source licenses and apply for one here.

4. What are the conditions for an Atlassian Community License? How can I apply?

Atlassian Community Licenses are designed for official not for profit organisations and charities which are not for profit, non-government, non-academic, non-commercial in nature, have no religious affiliation and that would not otherwise be able to afford Atlassian software.

You can get more information on our Community Licenses and apply for one here.

5. What are the conditions for an Atlassian Classroom Community License? How can I apply?

Atlassian's free Classroom Licenses are designated for educational use by students and teachers within a classroom setting.

You can get more information on our Classroom Licenses and apply for one here.

6. Does Atlassian offer Student Licenses? How can I apply?

Atlassian gives students our 10-user Starter Licenses for our standalone products for Free! Apply for the Student Starter License here.

7. Would additional licenses be required if multiple instances of the software were to be installed on a single server?

Yes, additional licenses would be required. Each license permits only the deployment of a single instance of the software in a production environment.

8. What is a Confluence Additional Node?

Confluence Additional Node licenses allow you to configure multiple copies of Confluence to run as a single connected cluster. A Confluence Additional Node license must be purchased with or in addition to a Confluence 2000 Users, Confluence 2000+ Users or any Confluence Enterprise license.

You can learn more about clustering in Confluence here.

9. Would additional licenses be needed if the software is deployed on a development server or staging server for testing purposes?

No, instead your technical contact can simply create a developer license. Developer licenses can be used by existing commercial and academic license holders (not Starter Licenses) who wish to deploy non-production installations of our software to assist with development and testing efforts.

Developer licenses can also be used for non-production installations of our software deployed on a cold stand-by server.

This license is provided free of charge and the maintenance expiration of this license will be synchronized to the maintenance expiration date of your product.

The technical contact for the license can generate a developer key by following these steps:

  1. Log in to My Atlassian.
  2. Click the '+' sign of your Atlassian product, your account management screen will display.
  3. In the Actions section click "View Developer License."
  4. Review the Developer License agreement.
  5. Finally click "View" to agree. A license key will be presented. Copy and paste this key into your development server.

You may generate more than one license key if running multiple pre-production, e.g. development, testing, and QA, servers.

Please note: $10 Starter Licenses do not include access to Developer Licenses.  Starter License holders can use our evaluation license to test upgrades or purchase a second Starter License.

10. Can I combine multiple licenses to increase the number of licensed users I have for a single instance?

Download product licenses cannot be combined to increase the number of users for a single instance. To increase the number of users, you will need to obtain an upgrade to the desired user tier. You can get additional information on upgrades of each respective product: JIRA, Confluence, FishEye, Crucible, Bamboo, Stash, Clover, Crowd, JIRA Agile, JIRA Capture, Confluence Team Calendars, and Confluence SharePoint Connector.

Managing My Account

1. How do I update the email address on My Atlassian?

All My Atlassian accounts use an Atlassian ID email address for the user name. At this time, it is not possible to change the email address on an Atlassian ID account. However, it is possible to move the download licenses or Atlassian OnDemand subscriptions to a new account on the Atlassian website. To create a new account and move products please use these steps:

  1. Log into your existing My Atlassian account using your Atlassian ID.
  2. Click the '+' sign of the Atlassian product you want to move, your account management screen will display.
  3. In the technical and/or billing email field enter in the new email address and click "Add."  If the account does not exist you will be prompted to enter a few details.
  4. Make the new email address the primary contact by promoting it with the [↑] arrow.
  5. Remove the retired contact(s) by clicking the [x] next to the email address(es), this will remove the product from the account.

Repeat the above steps for all products being removed from the original account. The new contacts will now be able to view the products when they log into their My Atlassian account.

If you do not have access to the license details via My Atlassian, please contact our Sales Team. You will need to provide the SEN (Support Entitlement Number) for a product being moved.

2. How can I change the billing and technical contacts for my Atlassian products?

To change a billing or technical contact, any existing billing and technical contacts will follow these steps:

  1. Log into your existing My Atlassian account with your Atlassian ID.
  2. Click the '+' sign of the Atlassian product you want to move, your account management screen will display.
  3. In the technical and/or billing email field enter in the new contact's address and click "Add."  If the account does not exist you will be prompted to enter a few details.
  4. You can make any contact the primary contact by promoting the email address with the [↑] arrow.
  5. To remove retired contact(s) click the [x] next to the email address(es), this will remove the product from their My Atlassian account.

Repeat the above steps for all products being removed from the orginal account. The new contacts will now be able to view the products when they log into their My Atlassian account.

If you do not have access to the license details via My Atlassian, please contact our Sales Team. You will need to provide the SEN (Support Entitlement Number) for a product being moved.

3. How do I change the credit card for my Atlasian OnDemand subscription?

The subscription holder can update that the credit card on their account.

  1. Log into My Atlassian, the account page will display. Atlassian OnDemand will be listed in the Evaluation section.
  2. Click the '+' sign of your Atlassian OnDemand evaluation, your account management screen will display.
  3. In the Credit Card section click [edit] to the right of the current card details, enter the new card details then Save.

The new card will be charged at the end of the evaluation, the evaluation expiration date appears on the account management screen.

4. How can I update contact information on my Atlassian account?

Your contact information is managed with your Atlassian ID profile. To update your profile, log into your account, make the desired changes on your profile screen, then click "Save Changes".

At this time, it is not possible to change the email address on an Atlassian ID account. However, it is possible to move the download licenses or Atlassian OnDemand subscriptions to a new account on the Atlassian website. To create a new account and move products, please see the directions above.

5. How can I change or reset my Atlassian.com password?

To change your password:

  1. Visit id.atlassian.com and log in with your Atlassian ID or My Atlassian password.
  2. To view your profile, click your name in the navigation bar.
  3. Click on the "Change your password" link.
  4. Enter the current password and new password.
  5. Click the "Update" button to save.

To reset your password:

If you've forgotten the password for your Atlassian ID or My Atlassian ID account, follow these directions to reset it.

  1. Visit id.atlassian.com/id/forgotPassword.action
  2. Enter the email address associated with your account, then click "Send New Password".
  3. We'll send you an email with a link that enables you to reset your password.

6. Where can I access my open quotes or paid invoices?

Atlassian account holders can log into their account and download a quote or invoice, make payment, update PO# and delete quotes. Paid invoices can be found on the "Orders" tab.

  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.

7. What causes this Server ID to be generated? Is it tied to the hardware, OS, or Confluence instance?

The Server ID:

  • is generated when you install an install version of our software for the first time
  • exists for the life of the product instance
  • survives an upgrade
  • is held in the database
  • is not bound to a specific license
  • is the same for all servers in a cluster (Confluence only)

You can update the Server ID with the edit link in your My Atlassian account. This will not affect or change the license key. You can learn more about Server IDs here.

8. What's the policy on re-associating licenses with server IDs?

There's no need to do this. Once you have a Server ID associated to a license, you can leave it as is.

9. What happens when I need to reinstall (quickly) on a different system?

Because the server ID is held in the database, it travels with the instance when the database or XML backup is restored on the new system. You don't need to generate a new Server ID for your new system.

10. What do I do when the license screen from my My Atlassian account is asking for my Server ID?

The Server ID is located on a download product's License Details screen. If you have only a License ID in the License Details page, you may bypass the requirement to enter a Server ID - just look for the "Click here if your Confluence/JIRA instance does not have a Server ID" link on the "Update Server ID" page after clicking on "View License" on My Atlassian.

Upgrading Download Licenses

1. What upgrade paths are available?

Upgrade paths and pricing for Download products can be found on the tabs to the left of the FAQ page.

Licenses cannot be combined to create custom tiers (e.g., a 10 user license and a 50 user license will not produce a 60 user license), and custom tiers are not available for purchase.

2. How can I purchase or request a quote for a download product license upgrade?

Anyone can purchase or request a quote, all that's needed is the Support Entitlement Number (SEN) and the email address of any current contact for the license being upgraded.

Visit the Quote & Order Form and click on the "Upgrade" tab. Enter the license SEN and email address for a current license contact. Complete the license type, product, existing edition and upgrade to sections then click "Add to cart." Complete Step 2 and 3 of the Quote & Order Form and submit the form. Once that is done, a quote will be sent via email to the billing and technical contacts.

If credit card details are not provided through the secure online form, the quote can be paid by mailed check, faxed/phoned credit card or direct bank transfer. When payment is received, an email will be sent to the nominated licensee and billing contacts providing details on how to access the license and any applicable source downloads.

3. How do I request a quote from My Atlassian?

You can upgrade user tiers of Atlassian software at any time.

  • Log into My Atlassian, the account page will display.
  • Click the '+' sign of your Atlassian product being upgraded, your product management screen will display.
  • In the Actions section click "Upgrade."
  • 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).

4. How difficult is it to upgrade between different editions?

Upgrading JIRA 3.x: We've eliminated the Standard and Professional license editions so that all JIRA users can take advantage of the higher level of flexibility and customization in JIRA Enterprise. If your JIRA license is under active maintenance, you can move to JIRA 4 at no additional cost. To use JIRA 4, you must obtain a new user-based license key. You can select from any of the available user tiers (25, 50, 100, or unlimited users), and this license is valid for the remainder of your existing maintenance period. See our licensing changes FAQ for more details.

Upgrading other Atlassian installed products: Upgrading between different editions is even easier! All you have to do is to copy the new license key into the 'License Details' page in the product's administration console.

5. When does my upgraded maintenance begin?

Your 12 month software maintenance will commence from the date of payment confirmation and replaces any active software maintenance of the upgraded license. You will not accrue maintenance forgone from your old license because a new service agreement is entered on a new product with a new license key.

6. Can the maintenance of a license being upgraded be synchronize with other licenses?

License upgrades includes 12 months of software maintenance commencing from the date payment is processed and cannot be shortened. Customers can synchronize the maintenance on other licenses to match the license being upgraded. Alternatively, when the maintenance for customer's other licenses is up for renewal the upgraded license can be added at that time.

End User Agreement

1. Our legal department would like to make some changes to your End User Agreement. Is that ok?

Within Atlassian's current price structure, we're unable to make any changes to our End User 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 End User 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 End User Agreement has been very carefully authored to be fair to both you and us.

There may be some issues that are not covered here or on the rest of this page. If so, please feel free to contact us.

2. Your End User Agreement refers to the grant of publicity rights to Atlassian. What does that mean? Can we change that?

Atlassian lists a small number of our customers on our website as examples of organizations using our software. All other disclosures about our customers (customer testimonials, case studies, etc.) are done so only after collaborating with and obtaining permission from our customers.

If you don't want us to mention your company name at all, just contact our Sales Team and we'll add you to our list of companies requesting not to be party to any disclosures or forms of publicity (including our customer lists on our website).

Customizations and Professional Services

1. Do I get access to the source code? What customizations can be made to the code?

JIRA, JIRA Agile, Confluence, Bamboo, Crowd, Stash and Confluence SharePoint Connector commercial, academic, and Starter License holders receive source code to the software, allowing for in-house customizations and modifications. Atlassian's software is still very flexible and customizable; source modifications are required only in the most complex setups.

The JSP source code is provided to Crucible and FishEye commercial, academic, and Starter License holders.

Source code access is only offered by Atlassian for some Atlassian products. 3rd party Marketplace and Atlassian Add-ons may not include access to source code.

Under the terms of the Atlassian End User Agreement, licensees are permitted to modify the source code to develop bug fixes, customizations or additional features. As Atlassian software is proprietary, under no circumstance may licensees embed the source code into another application, nor can a licensee copy or in any way use elements of the source code within other applications.

2. Can I request a feature?

Certainly! As a customer there are different approaches to influencing the evolution of Atlassian's products:

  1. Vote for an existing issue: Atlassian runs a public JIRA instance allowing customers to submit issues (e.g. feature requests and bugs). Each time Atlassian plans the next version of an application, the number of votes for all outstanding issues are reviewed to gauge their popularity. Therefore, by voting for an existing issue you can increase its likelihood of being included in the next planned release. You can search for outstanding issues through the 'Find Issues' search tool. Simply view the relevant issue and 'Vote for it'.
  2. Create a new issue: If there are no matching existing issues that reflect your requirements, you can submit a new feature request by creating a new issue, selecting the relevant project (JIRA or Confluence), selecting 'Feature Request' or 'Bug' (depending on your issue type) and then completing the relevant details on the subsequent screen.
  3. Customize the source code: All JIRA, Confluence, Bamboo and Crowd commercial and academic license holders are granted access to the full source code as part of the terms of the commercial license. With source access the application can be completely customized to cater for the most complex environments and/or requirements.

3. Does Atlassian have a professional services team who can assist with on-site training, implementation and/or software customizations?

Atlassian does not currently offer customers 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 Experts who are able to assist with on-site training, implementation and customization requirements.

Atlassian Experts Program

1. Is it possible to join the Atlassian Experts Program?

Indeed, Atlassian is always interested to hear from like minded companies looking for compelling synergies.

The Atlassian Experts Program was established 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, please visit the Atlassian Experts page.

2. Does Atlassian have any Experts in my local area?

You can find a list of our current Experts by region in the official Atlassian Experts Directory. Alternatively, please contact the Atlassian Experts Team for a recommendation.

Source

1. Is Atlassian's software open source?

No, Atlassian products are proprietary software applications.

JIRA, JIRA Agile, Confluence, Bamboo, Crowd, Stash, and Confluence SharePoint Connector commercial, academic, and Starter License holders do however receive the full source code to the software, allowing for in-house customizations and modifications. Atlassian's software is still very flexible and customizable; source modifications are required only in the most complex setups.

The JSP source code is provided to Crucible and FishEye commercial, academic, and Starter License holders.

2. Who has access to product source code?

Source code access is available only to the nominated technical and billing contacts of a download product license. To become a license contact and have access to source code, please contact your nominated technical or billing contact(s). If you do not know whom to contact within your organization, please contact us.

Atlassian OnDemand customers do not have access to source code as the OnDemand code base is not customizable.

Please note: Atlassian does offer free licenses for official Open Source Projects and community organizations — it's our way of giving something back :) . In addition, Atlassian actively supports a large number of Open Source projects and groups, such as Apache, Codehaus, OpenSymphony, WebWork and XDoclet.