FAQ for Resellers

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

Ordering

1. Does Atlassian have a reseller program?

Atlassian does not have an official reseller program. Resellers can purchase our products for their customers directly via our Quote & Order Form.

You do not need to be an approved reseller to resell our products. Atlassian does not offer any discounts to resellers.

2. How do I order new licenses as a reseller?

To generate a quote for a new license please follow these instructions:

  1. Visit our Quote & Order Form.
  2. Select the product(s) and/or add-ons you'd like to purchase and click on "Add to Cart and Configure". Please note, if you are purchasing an add-on it must match in user tier with the base product it will be used with. Select the user tier of your product and the number of maintenance years.
  3. Click on "Add to Cart", review your cart then "Proceed to Checkout".
  4. Enter your name and email as "Your details" and check the box "I am a reseller purchasing on behalf of my customer." Add your customer's name, email and company address as the "Technical Contact". If you are your company's billing contact click on "Same as above".
  5. Enter your customer's organization details as the "End User Licensee Organisation" and your company's details as the "Billing Organisation".
  6. You have the option to pay now by credit card or generate a quote. If you select to generate a quote a PDF will be sent to you.

Please note: in some cases, orders require manual review. If this is the case you will receive an email notifying you that your order will be processed within the next 1 to 3 days.

Once the order form is completed, we will send you an official quote via email. Page one of the quote/invoice provides you with complete payment details. Once we have received payment in full, a purchase confirmation email is sent to the customer and yourself (you'll receive a second email with your paid invoice which is not sent to the customer).

Once payment is received in full, you will be able to access the license key and source downloads via the 'Customers' tab in my.atlassian.com.

To track the status of your order see the 'Orders' tab in your my.atlassian.com, you can also add a PO number to a quote, make a credit card payment or download a paid invoice all from the 'Orders' tab of your Atlassian account.

3. How do I renew or upgrade licenses as a reseller?

To generate a quote to renew or upgrade your customer's licenses make sure you have handy:

  • the current end user's name and email address
  • the existing license SEN (Support Entitlement Number)
  1. Visit our Quote & Order Form. If you are renewing click on the tab Renew. If you are upgrading click on the tab Upgrade.
  2. Enter the SEN number and email address of the technical contact. Select the license and the edition of the license you'd like to renew or upgrade.

Please note: in some cases, orders require manual review. If this is the case you will receive an email notifying you that your order will be processed within the next 1 to 3 days.

Once the order form is completed, we will send you an official quote via email. Page one of the quote/invoice provides you with complete payment details. Once we have received payment in full, a purchase confirmation email is sent to the customer and yourself (you'll receive a second email with your paid invoice which is not sent to the customer).

Once payment is received in full, you will be able to access the license key and source downloads via the 'Customers' tab in my.atlassian.com.

To track the status of your order see the 'Orders' tab in your my.atlassian.com, you can also add a PO number to a quote, make a credit card payment or download a paid invoice all from the 'Orders' tab of your Atlassian account.

4. How do I co-term maintenance dates?

Follow the same procedure you would to create a renewal quote (see above question) on our Quote & Order Form. While you are in Step 3: Checkout, please add a note in the additional notes section with the details on which licenses need to be co-termed and to which date. 

NOTE: At least one of the licenses you are co-terming must be renewed for at least 12 months. 

NOTE: Only maintenance renewals can be co-termed. New and upgrade licenses include 12 months of software maintenance which cannot be shortened.

5. How can I purchase or request a quote for a new Atlassian Cloud subscription?

Resellers can only purchase Atlassian Cloud annual subscriptions – it is not possible for resellers to purchase monthly Cloud subscriptions.

To create a new Cloud annual subscription for your end user, your end user will need to sign up for a free evaluation.

Once the Cloud site is up and running, please follow the instructions below to request a quote for the existing evaluation.

6. How can I purchase or request a quote for an existing Atlassian Cloud evaluation?

There are two ways to generate a quote for an existing Cloud subscription. You can contact us or your customer can add you as a billing or technical contact on the subscription where you can request a quote/purchase from your my.atlassian.com account. Your customer can add you via my.atlassian.com.

Once you have been added as a contact follow these steps:

  1. Log in my.atlassian.com
  2. On the right hand side of Cloud instance details click on the link "Buy".
  3. Select the option "Annual Payments" the click on "Add to Cart".
  4. Select either "Save This Quote" to generate a quote or "Continue to Checkout" to complete the transaction.
  5. Enter your customer's details under the "End User Technical Contact. Under the billing contact, select "Same as above".
  6. Enter your customer's organization details under "End User Licensee Organisation" and your company's details under "Billing Organization".
  7. Select payment by credit card or Get a Quote, then click "Review My Order."
  8. Verify ordered items, end user/billing details, payment information then "Submit Order."

If you submitted payment via credit card, you will receive a paid invoice and the end-user will receive further details on accessing their new instance. If you select to create a quote, we will send you an official quote via email. Page one of the quote/invoice provides you with complete payment details, which can also be found via our How to Pay page.

Once we have received payment in full, a purchase confirmation email is sent to the customer and yourself (you'll receive a second email with your paid invoice which is not sent to the customer) and the Cloud  instance will be provisioned accordingly.

You can track the status of your order via the 'Orders' tab in your my.atlassian.com account. You can also add a PO number to a quote, make a credit card payment or download a paid invoice from the 'Orders' tab as well.

7. How do I renew or upgrade my customer's Cloud account?

To renew or upgrade your customer's account you must be the original purchaser of the Cloud account or listed as a contact to their instance.

If you were the original purchaser please follow these steps:

  1. Log in my.atlassian.com and click on the "Customers" tab.
  2. On the right hand side of the Cloud license you'd like to administer, click on "Configure".
  3. Click on the + signs on the applications you'd like to upgrade and click on "Apply Changes".

If you were not the original purchaser of the instance, please contact us with the SEN (Support Entitlement Number) of the instance and we will create the quote for you.

8. Can I access my customer's license key?

To have access to your customer's license key, you must be the original purchaser of the license.

  1. Log in my.atlassian.com and click on the "Customers" tab.
  2. Under "End User Licenses" select the license that you would like to access
  3. Next to the license click on the link "View License" to view the license key

Please note, as per our End User Agreement, license keys are deployed in a single instance of the software in a production environment on 1 server.

Pricing and Payment

2. Do I get a discount as a reseller?

Atlassian does not offer any reseller discounts.

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. Does Atlassian offer Academic pricing?

Atlassian offers special pricing to qualified Academic institutions.

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.

5. 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.

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

Atlassian accepts the following payment methods for server product licenses and annual Atlassian Cloud subscriptions: 

Credit card* — (MasterCard, Visa or American Express) via our secure Payment 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 bank 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 Cloud 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 Cloud and Bitbucket subscriptions and server product Starter Licenses.

7. After an order has been placed, how and when does my customer get access to their license?

Access to the license key(s) and any applicable source code is provided to your customer 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.

For Cloud subscriptions, the instance will be provisioned upon receipt and processing of your payment. It may take up to an hour for the instance to be accessible as it is being provisioned.

8. What is Atlassian's refund policy?

You can request a refund or exchange/upgrade a Commercial or Academic server  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.

Refunds for Atlassian Cloud are only within 30 days of payment for annual subscriptions. After these periods we cannot offer refunds.

To request a refund within 30 days of payment for an annual subscription, please contact us.

9. I'm a Reseller located in the EU, but I'm buying on behalf of a customer who is not located in the EU. Will VAT apply?

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

Licensing FAQs

1. How are Atlassian server products licensed?

Server licenses are perpetual licenses that are retrieved from my.atlassian.com and installed on the customer's server directly. With the purchase of a new server license customers receive 12 months of software maintenance.  After the initial 12 months, customers have the option to renew their licenses for another 12 months.

2. What is software maintenance?

Software maintenance provides customers access to software upgrades and technical support.

3. How can my customer receive technical support?

Customers can receive support via our Support System. They will need to have handy their SEN (Support Entitlement Number).

You can view Atlassian's Support Offering for more details.