Service Collection 定价与许可

Service Collection 是一组应用和人工智能支持人员的组合，旨在帮助团队为员工和客户提供优质的服务体验。

Service Collection 包括 Jira Service Management、Customer Service Management、Assets 和 Rovo。

Service Collection 作为整体方案出售，包含 Jira Service Management、Customer Service Management、Assets 和 Rovo。这些应用不能单独购买。

无需同时实施全部所有应用，但某些功能可能因所实施应用的不同而受到限制。Service Collection 获许可授权的支持人员可被授权使用该集合中的部分或全部应用，具体权限由管理员决定。

现有 Jira Service Management 客户将在 Service Collection 推出后移入其中，并获得 Customer Service Management 的使用权限。

点击这些链接以试用 Service Collection Standard 或 Service Collection Premium。我们还提供 Service Collection 的 Free 计划，该计划最多支持 3 个支持人员，包含 2 GB 存储空间和社区支持。您可以在此处比较计划。

已在使用云版本？站点管理员可以导航到云站点的“系统管理”部分，然后根据需要添加或移除应用和/或加载项。

请注意：应用或加载项的移除将立即生效，并且我们不会因提前移除应用或加载项而退还积分或退款。

您的订阅可以从 Service Collection 作为基础开始，并且您可以根据需要添加额外的应用，包括 Marketplace 应用。

• 月度定价采用累进式计费：当您增加更多席位时，我们会提供批量折扣。每个用户的单价取决于其所属的定价费率档位。有关详细信息，请参见我们的找到完美计划：Atlassian Cloud 计算器。
• MQB（最大数量计费）：对于月度订阅（包括 Service Collection、Jira、Confluence 以及 Marketplace 应用），您的账单金额将基于计费周期内任何时间点分配给每个产品的最高席位数量（即“最大数量”）。若在计费周期内增加席位，我们将按比例收取当月新增席位剩余天数的费用。在计费周期内移除席位不会降低当期账单金额，这些席位将可用于重新分配，直至下一计费周期。

有关 MQB 的工作原理及其对账单的影响的更多详细信息，请参见“最大数量计费”部分。

是的，Service Collection 仅在 Atlassian Cloud 上可用。

Service Collection Premium 通过提供先进的人工智能运维功能、扩展的自动化规则限制、无限存储空间、由财务保障的 99.9% 正常运行时间 SLA 以及全天候 Premium 支持服务（1 小时内响应），帮助团队在整个组织内自信地进行扩展。如果您担心停机或服务中断、打算在组织中扩展服务，或者分布在全球的团队需要 Atlassian 产品来成功完成任务关键型工作，那么 Premium 非常适合您。

您可随时通过 Cloud 站点的管理订阅页面，将 Service Collection 从 Standard 升级到 Premium。

Great, because we have more answers! Please see our complete Cloud FAQ.

The monthly payment plan can only be paid with a credit card or PayPal account associated with the subscription.

To request a quote for the annual payment option, please contact us.

The minimum term of service is one month. You can choose to renew on a month by month basis, or you can purchase a year in advance.

Cloud Monthly

To ensure timely payment for monthly subscriptions, we're only able to accept payment via credit card or PayPal. The card on file can be updated by the primary billing contact via my.atlassian.com at any time, or you can elect to pay via PayPal via the Billing Details section of your cloud subscription.

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

Cloud Annual

Cloud subscriptions set up for automatic renewals can be paid via credit card or PayPal. Annual quotes can be paid by credit card, bank transfer, check, ACH, PayPal, or Net-30 terms (for orders above $10,000). Complete payment details appear on the first page of an official quote and on our How To Pay page.

For more information, see our SLA documentation and our Service Level Agreement.

Please see our Atlassian Customer Agreement for more information.

Most automation functionalities are available across Service Collection plans, but some advanced automation capabilities are available on only a subset of Jira Service Management plans. Please see availability details for those advanced automation capabilities below:

• Available on Jira Service Management Premium: Delay action, change alert status action, New Relic connector actions, Ansible connector actions, Jira Edge Connector actions, playbooks
• Available on Jira Service Management Enterprise: All capabilities in Jira Service Management Cloud Premium, plus "wait for response" capability for 3rd-party connector actions
• Automations available on Customer Service Management: Automated request routing, automated ticket creation from AI conversations, forward-to-JSM / Jira automation, Auto-assignment via detail fields, SLA-driven automations, JQL-powered queue automations, forward work actions, auto-update on linked issue resolution

Please note that the “change alert status” action, “wait for response” functionality, and 3rd-party actions for New Relic, Ansible, and JEC are currently available only through Jira Service Management. However, if you’re on a Jira Service Management Premium or Jira Service Management Enterprise plan, you will be able to use these capabilities in your rules across Automation for Jira.

Service Collection offers core knowledge management features, enabling users to create, view, edit, delete, and publish articles directly from Service Collection Customers also have the following features depending on which Confluence plan they add to their site:

• Audit logs (Standard, Premium)
• Data residency (Standard, Premium)
• IP allowlisting (Premium)

Advanced features that are only available in Confluence include:

• Page and space permissions
• Advanced analytics
• Team calendars

There is no cost to use out-of-the-box knowledge base capabilities in Service Collection. An out-of-the-box knowledge base means licensed agents have the ability to create, read, update, and delete knowledge articles directly within Service Collection.

Because this capability is powered by Confluence, you will need to add a Confluence plan to your Service Collection site to unlock knowledge base capabilities. No purchase of Confluence is required to use your knowledge base. A site-admin or org-admin will need to manually add Confluence to your site.

Note: Users who are granted product access to Confluence outside of Service Collection to access additional knowledge base capabilities will be charged based on the Confluence plan and user tier that is chosen to power their knowledge base.

View the guide here

Automations
Automation steps are included across Service Collection plans, as follows:

• Free: 1,250
• Standard: 3,000
• Premium: 6,500
• Enterprise: 9,500

Above these limits, additional usage will need to be purchased. You can set limits on billable usage in Atlassian Administration.

Rovo
Rovo Credits are included across all paid Service Collection plans, as follows:

• Standard: 250
• Premium: 700
• Enterprise: 1,500

Above these limits, additional usage will need to be purchased. You can set limits on billable usage in Atlassian Administration.

Assets
Asset Objects are included across all paid Service Collection plans, as follows:

• Standard: 5K
• Premium: 50K
• Enterprise: 500K

Above these limits, additional usage will need to be purchased. You can set limits on billable usage in Atlassian Administration.
See this page for more information

Customer Service Management 
AI Agent Resolutions are included in Standard, Premium, and Enterprise Service Collection plans at the published rates. You can set limits on billable usage in Atlassian Administration.
See this page for more information

Virtual Service Agent

• Virtual service agent is included in Service Collection Premium and Enterprise plans to provide capabilities for employee self-service support.
• Included in these plans, customers will be allowed to execute 1,000 assisted conversations per month or 12,000 assisted conversations per year for free. Above this limit, assisted conversations will need to be purchased at the published rates. You can set limits on billable usage in Atlassian Administration.

Customer Service Management is Atlassian's AI-powered, purpose-built customer support app for external customer support within Service Collection. The Customer Service Management AI agent autonomously resolves customer support requests end-to-end, without requiring human intervention.

How an AI agent resolution is defined: An AI agent resolution is counted when the AI agent handles a customer inquiry completely — from initial question to confirmed resolution — without escalating to a human agent. This is an outcome-based model: you only pay when AI actually resolves the issue.

Key commercial details:

• Price: $1.00 per AI agent resolution.
• Included allowance: None. AI agent resolutions are billed from the first successful resolution, unlike other meters which include allowances with subscriptions.
• Billing model: Multiple options available including “pay-as-you-go” at $1 USD per resolution, or you can purchase prepaid usage packs or annual committed packs, billed per resolution in arrears.
• No charge for failures: If AI can't resolve it, you don't pay. You're paying for outcomes, not attempts.
• Channel-agnostic: A resolution counts regardless of where it originates (Portal, Embedded widget, and more). What matters is that the AI agent resolves it without human handoff.
• No double-counting: One customer inquiry resolved = one resolution, regardless of how many messages are exchanged within the conversation.
• Unique Resolution Meter: Customer Service Management AI agent resolutions are separate from Rovo credits, Automation steps, and Assets objects. A customer interaction is charged on only one meter.

How to forecast costs: By leveraging the evaluation capability within Customer Service Management, admins can see their typical resolution rate based on a sample size of conversations/queries.

An AI agent resolution is counted when the Customer Service Management AI agent handles a customer inquiry end-to-end without requiring human escalation.

Counts as an AI agent resolution (charged $1):

• AI agent answers a how-to question and customer confirms it's resolved.
• AI agent completes an autonomous action (e.g., answering a question from the knowledge base, checking order status, etc.).
• AI agent walks a customer through a troubleshooting flow to resolution.

Does NOT count as an AI agent resolution (no charge):

• AI agent attempts, but cannot resolve the inquiry, and escalates to a human agent.
• Customer abandons the conversation before resolution.
• AI agent deflects with a knowledge article but the customer still opens a ticket.
• AI agent partially helps but a human agent completes the resolution.

The principle: You're paying for successful outcomes, not attempts. If AI doesn't fully resolve it, you don't pay.

A resolution is counted when the AI agent has fully handled a customer inquiry without escalating to a human agent. Here's how the process works:

1. The conversation ends: a resolution is assessed after a conversation has been inactive for 24 hours with no reply from the customer.
2. The conversation is evaluated: once the conversation ends, Atlassian's AI automatically reviews the full interaction to determine whether the customer's inquiry was resolved.
3. A resolution state is assigned: each conversation is assigned a single resolution state (resolved or not resolved). This state is permanent once set.

What if a customer contacts support about the same issue again? Customers cannot reopen a closed conversation. If a customer reaches out again about the same issue, they must start a new conversation, which is treated as a new interaction. No additional charge is applied to the original resolved conversation.

What if a customer believes an interaction was incorrectly marked as resolved? Contact Atlassian Support with the interaction details and our team will review it.

For more information about:

• Billing and purchasing visit the pricing page
• AI agent resolutions visit Customer Service Management Agent Resolutions support page
• Setting up and optimizing Customer Service Management, visit the Customer Service Management Onboarding Guide