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Free Standard Premium Enterprise
General Service Management
Features Free Standard Premium Enterprise
Uptime SLA ?
Free Not included
Standard Not included
Premium 99.9%
Enterprise 99.95%
Incident and Problem Management
Features Free Standard Premium Enterprise
Service-based organization
Features Free Standard Premium Enterprise
Change Management
Features Free Standard Premium Enterprise
Asset and Service Configuration Management
Features Free Standard Premium Enterprise
Enterprise Service Management
Features Free Standard Premium Enterprise
Customer Service Management
Features Free Standard Premium Enterprise
Knowledge Management
Features Free Standard Premium Enterprise
Data & Insights
Features Free Standard Premium Enterprise
Security and Controls
Features Free Standard Premium Enterprise
Two clouds

Benefits of hosting in the cloud

Lock with key

Enterprise-grade security and centralized administration with Atlassian Access

*Atlassian Access is a separate subscription that you can enable across your company. Go to admin.atlassian.com to get started.

Get more details

How to calculate your subscription cost Copy link to heading Copied! show +
  

Use our pricing calculator at the top of this page to determine the price of your Jira Service Management Cloud subscription. Simply enter how many users you have and choose a billing cycle (annual or monthly).

Our detailed cloud pricing tables include price ranges for our Standard or Premium plans on our purchasing and licensing site. Contact our sales team for Enterprise pricing, available only for annual subscriptions.

Payment options Copy link to heading Copied! show +
  

You can pay monthly subscriptions by credit card (MasterCard, Visa, or American Express) or PayPal.

For annual subscriptions, you can pay by credit card, bank transfer, or check.

Free trial period, refunds, & subscription plan details Copy link to heading Copied! show +
  

Our Free plan lets you try Jira Service Management for up to three agents with 2GB of storage and Community Support.

If you'd like to add more than three agents or get access to more support and storage, you can sign up for a 7-day free trial of our Standard or Premium plan. If you’re on the Free plan and exceed the user limit, we’ll automatically upgrade you to a 7-day free trial of the Standard plan. Cancel any time, no payment information required.

If seven days isn’t enough, let us know. We offer an extension to a maximum of 30 days for our free trials.

We offer annual subscriptions for JSM. For these subscriptions, we’ll bill you for the tier most closely matching your user count. Depending on the number of users purchased, annual subscriptions may be a better value.

To purchase JSM as an annual subscription, start a free 7-day trial. Then, follow these instructions.

If you're unsatisfied with any Atlassian Cloud product or service, we offer a refund. Monthly subscriptions are eligible for a refund within your first paid month and after your trial period ends. Annual subscriptions are eligible for a refund within 30 days of payment. See how to request a refund.

Definitions of agent and customer Copy link to heading Copied! show +
  

In Jira Service Management, an agent is defined as a user who can work on tickets and communicate directly with your customers. Agents can:

  • View the portal, queues, reports, and SLA metrics within a service project
  • View, add, edit, and delete customer-facing and internal comments on issues
  • Add customers to a service project
  • View, create, and manage content in the knowledge base
  • Manage customers and organizations

Jira users who aren’t licensed as agents in JSM will still be able to perform some actions in a ticket, like:

  • Helping diagnose issues through internal comments with agents
  • Watching tickets and receive notifications for updates

A customer is anyone who creates requests through the customer portal or by email. Customers can:

  • Create, comment on, and track requests through the customer portal
  • Create and comment on requests via email
  • Add comments and attachment to requests
  • Add other participants to their own requests
About licenses and billing by user type Copy link to heading Copied! show +
  

For monthly subscriptions, we’ll charge you for the following month’s subscription based on the exact number of Jira Service Management users you have. Add and remove agents as your team changes.

For annual subscriptions, we’ll charge you for the tier that most closely matches your user count. Depending on the number of users purchased, annual subscriptions may be a better value.

See monthly and annual tiers for our Standard or Premium plan.

Customers are free and don’t require a JSM license. Anyone can create a service request, and you'll never be limited to how many customers can access JSM.

You don’t need to have the same number of Jira Software and JSM licenses. You can select and pay for what you need with each product.

Still have questions on how roles and licensing work? Learn more.

Cloud and self-managed options Copy link to heading Copied! show +
  

Important notice: We’ve ended sales for new server licenses and will end support for server on February 15, 2024 PT. We’re continuing investment in Data Center with several key improvements. Learn what this means for you.

Our cloud products provide a complete SaaS solution, ready-made for all Atlassian customers. With cloud, we do the heavy lifting for you by providing built-in platform security and compliance, quick and simple set up, and financially backed SLAs for uptime and performance. Cloud comes with the added benefit of continuous innovation so your end-users will always have the latest and greatest features and functionality.

Our Data Center products enable you the flexibility to deploy on an infrastructure of your choice. You’ll have control over data management, security and compliance, when you upgrade, and how you manage uptime and performance.

Learn more about the differences, or take our assessment to which option is best for your organization’s needs.

SAML SSO & JSM Copy link to heading Copied! show +
  

You can enable SAML single sign-on and other enhanced security features (like enforced 2-step verification, password policies, and user provisioning) with a subscription to Atlassian Access.

Atlassian Access gives you one place to manage users and enforce security policies across all your Atlassian Cloud products including Jira, Confluence, and Bitbucket.

Active Directory & JSM Copy link to heading Copied! show +
  

With a subscription to Atlassian Access, you can connect Jira Service Management directly to your Active Directory to automate the user provisioning process.

Choosing Premium plan over Standard Copy link to heading Copied! show +
  

Jira Service Management Premium helps teams confidently scale their IT and operations by offering unlimited storage, a financially-backed 99.9% uptime SLA, advanced incident management capability, and 24/7 Premium Support with a 1-hour response time for critical issues.

If you have concerns about downtime or service interruptions, are looking to scale JSM to support your org and customers, or have a globally distributed team that relies on Atlassian products as mission-critical for success, consider Premium.

Atlassian Access and Premium plan Copy link to heading Copied! show +
  

Jira Service Management Premium helps teams confidently scale with automation, a 99.9% uptime SLA, unlimited storage, Premium Support, and more features coming soon.

Think of Atlassian Access as an umbrella policy for enterprise-grade security and user management in the cloud. Atlassian Access enables admins to enforce consistent, company-wide security and access policies across all Atlassian cloud products being used within their organization.

When you layer Access on top of our Premium plans, you’ll get an enterprise-grade solution that allows you to scale and secure the Atlassian cloud content and users across your entire organization.

Differences between Jira products Copy link to heading Copied! show +
  

Jira Service Management is Atlassian’s service management solution for all teams, giving them everything they need for:

  • Service request management
  • Incident management
  • Problem management
  • Change management
  • Asset and service configuration management
  • Knowledge management
  • Enterprise Service Management (ESM)

Jira Software is built specifically for software teams. Jira Software combines powerful developer tool integrations with the most important features and functionality required for great agile software development.

Jira Work Management is a simplified project management tool for customers looking to extend the power of Jira to their organization.

Questions?

We have answers. Read our full list of common questions and answers for general cloud pricing and licensing or specific Jira Service Management pricing and licensing.

Information icon

Important changes to our Server and Data Center products
We’ve ended sales for new server licenses and will end support for server on February 15, 2024 PT. We’re continuing investment in Data Center with several key improvements. Learn what this means for you.

Free for 30 days

For teams that require a self-managed solution

Data Center

USD X
per year
Buy now

Get more details

Payment options Copy link to heading Copied! show +
  

You can pay for self-managed (also known as “Data Center”) licenses by credit card, bank transfer, check, or ACH (US banks only).

Data Center is offered as an annual subscription that includes updates and support as long as your subscription is active.

Free trial & subscription info Copy link to heading Copied! show +
  

You can host a fully functional copy of Jira Service Management on your own hardware free for 30 days. Download JSM for Data Center to get started.

If you want to keep using JSM after your 30-day free trial, simply update your existing subscription with a purchased license key. If you need a license key, purchase your subscription.

If you're unsatisfied with any Atlassian product or service, we offer a 30–day money–back guarantee. See how to request a refund.

Data Center is offered as an annual subscription that includes updates and support as long as your subscription is active.

Definitions of agent and customer Copy link to heading Copied! show +
  

In Jira Service Management, an agent is defined as a user who can work on tickets and communicate directly with your customers. Agents can:

  • View the portal, queues, reports, and SLA metrics within a service project
  • View, add, edit, and delete customer-facing and internal comments on issues
  • Add customers to a service project
  • View, create, and manage content in the knowledge base
  • Manage customers and organizations

Jira users who aren’t licensed as agents in JSM will still be able to perform some actions in a ticket, like:

  • Helping diagnose issues through internal comments with agents
  • Watching tickets and receive notifications for updates

A customer is anyone who creates requests through the customer portal or by email. Customers can:

  • Create, comment on, and track requests through the customer portal
  • Create and comment on requests via email
  • Add comments and attachment to requests
  • Add other participants to their own requests

Customers are free and don’t require a JSM license. Anyone can create a service request, and you'll never be limited to how many customers can access your Jira service desk.

About Data Center discounts Copy link to heading Copied! show +
  

 Depending on your organization’s situation, you may qualify for one of the following discounts:

  • Academic Data Center subscriptions: Qualified academic institutions receive a 50% discount on all Data Center subscriptions. Learn more.
  • Community Data Center subscriptions: Qualified non-profit organizations receive free Data Center subscriptions (inclusive of both products and Marketplace apps). Learn more.
About cloud and self-managed options Copy link to heading Copied! show +
  

Important notice: We’ve ended sales for new server licenses and will end support for server on February 15, 2024, PST. We’re continuing investment in Data Center with several key improvements. Learn what this means for you.

Our cloud products provide a complete SaaS solution, ready-made for all Atlassian customers. With cloud, we do the heavy lifting for you by providing built-in platform security and compliance, quick and simple set up, and financially backed SLAs for uptime and performance. Cloud comes with the added benefit of continuous innovation so your end-users will always have the latest and greatest features and functionality.

Our Data Center products enable you the flexibility to deploy on an infrastructure of your choice. You’ll have control over data management, security and compliance, when you upgrade, and how you manage uptime and performance.

Learn more about the differences, or take our assessment to which option is best for your organization’s needs.

Differences between Jira Software and Jira Service Management Copy link to heading Copied! show +
  

Jira Software is a purpose built experience specifically for software teams. Jira Software combines powerful developer tool integrations with the most important elements of agile development.

Jira Service Management is purpose built for your IT and operations teams, giving them everything they need out of the box for incident, change, and problem management.

Jira Software and Confluence licenses for JSM users Copy link to heading Copied! show +
  

Jira Service Management customers can browse Confluence knowledge base pages at no charge within the customer portal. Only knowledge base contributors, like agents, must be licensed in Confluence.

You don’t need to have the same number of Jira Software and JSM licenses. Select and pay for what you need with each product.