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Purchasing & Licensing FAQ

A Unique Purchasing Model

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

Server products - You can evaluate a product for 30 days (can be extended to a maximum of 90 days) before purchase, allowing you to see and use Atlassian software before you proceed with a purchase. Atlassian provides a fully functional server version of each Atlassian product for evaluation. What you'll be using during your evaluation is what you'll be getting when you buy.

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 server 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/apps user tiers and license types.

Atlassian Cloud - Atlassian offers fully functional evaluations of our Cloud products for a period of 7 days (can be extended to a maximum of 37 days upon request). When your evaluation expires, you can continue using Atlassian Cloud by adding a credit card from your My Atlassian account. Should you opt to discontinue use of our Cloud services, we offer full refunds during the first month of paid service following the end of the evaluation, if you decide Atlassian Cloud isn't for you.  After the first paid month, we are unable to offer refunds or exchanges.

Although Atlassian Cloud evaluations include access to Technical Support, please note that we do not provide data backups for Evaluations, only for monthly and annual subscribers.

2. How do I extend my server product evaluation?

We're happy to extend your server product evaluation period for up to 90 days. To generate a new evaluation key:

  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.

3. ¿Cómo se distribuye el software?

Los productos de alojamiento propio (Server) se encuentran disponibles mediante la descarga HTTP. Se puede acceder a los productos de Cloud desde cualquier parte con una conexión a Internet, usando tu URL de Atlassian Cloud. 

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?

2. What training solutions are available?

Atlassian offers instructor-led training courses for Jira, Confluence and Dev Tools. Each course is delivered in our virtual classroom (via WebEx) either privately or publicly. Please visit the Training page for further details.

3. Does Atlassian offer any discounts?

We do not offer any discounts. Our goal is to 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?

Se ofrecen descuentos para organizaciones de gobierno local, estatal y federal de Estados Unidos mediante Carahsoft, el distribuidor gubernamental de Atlassian. Puedes ponerte en contacto con Carahsoft mediante el correo atlassian@carahsoft.com o visitar http://www.carahsoft.com/atlassian. Todas las demás organizaciones gubernamentales internacionales que adquieran software de Atlassian tendrán que comprar licencias comerciales.

5. Are there any discounts for academic institutions?

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

6. Does Atlassian offer reseller discounts?

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

Ordering

1. What is the process for ordering Atlassian products?

All orders are 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, ACH (US customers) or direct bank transfer.

As Atlassian is Net-0, 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 Cloud 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 through our online form are considered valid, screen prints of the shopping cart are 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 your quote/invoice, as well as 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). If you already have a quote or invoice, you can update the quote or invoice through your My Atlassian account via the Orders tab.

En Atlassian nos complace anunciarte que ya hemos incluido un número de orden de compra (PO) en cada presupuesto o factura para que podamos supervisarlas de forma interna y tener un registro de todo. No obstante, no aceptamos órdenes de compra como forma de pago ni las condiciones que se suelen asociar con dichas órdenes de compra. Proporcionamos licencias de evaluación totalmente funcionales para que las uses mientras se organiza el pago. Podemos mantener unos precios reducidos al ofrecer acuerdos estándares de productos a todos nuestros clientes y no proporcionar crédito comercial.

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 payment is received in full, 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?

Atlassian is able to generate quotes in both US Dollars (USD) or Australian Dollars (AUD), however, AUD is reserved for customers in Australia. 

To request a quote in AUD, please Contact Us, and we would be happy to assist. 

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 Cloud, Starter Licenses or Marketplace apps.

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-E 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.

7. How can I make changes to a quote?

Simply log into your My Atlassian account to edit your quote. Once logged in, select 'Orders' at the top of the page. There, you'll see all quotes tied to your email address. Click the pencil icon on the right-hand side, and you'll be able to make any necessary changes. If your quote contains a Cloud subscription or an Enterprise product such as Data Center, please contact us regarding any needed changes.

Payments & Refunds

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

Atlassian accepts the following payment methods:

Credit card*  — (MasterCard, Visa or American Express) via our secure Quote & Order Form (1 to 3 business days). We cannot accept credit card payments for AUD orders. Unfortunately, we're unable to accept payments via Discover cards.

PayPal*: disponible únicamente para productos mensuales de Cloud. La información de PayPal puede añadirse en la sección de administración del sitio de un sitio de Cloud al acceder a Facturación > Información de facturación.

Bank transfer  — Can take up to 7-14 business days for bank transfers to clear through our banking facilities. You can email your remittance advice to remittance@atlassian.com

Mailed check — Can take up to 7-14 business days to be received and processed by our financial institution. We cannot accept checks for AUD orders.

ACH (Automated Clearing House) - Can take between 7-14 business days to process.

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 organization to make the payment, you can contact us and request a fully-functional evaluation license key to help you cope with any bureaucratic delays.

*El único método de pago admitido para las suscripciones mensuales a Atlassian Cloud es el pago mediante tarjeta de crédito o PayPal.

*Please note that we are unable to issue quotes or invoices in Australian dollars (AUD) for orders containing Atlassian Cloud, Starter Licenses or Marketplace apps.

2. My Visa debit card is showing two transactions, it looks like I was double charged

When possible, we recommend customers do not use Visa debit cards. This is because Visa debit cards 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 Visa's and your bank's policies.

If the funds are not made available 5 days after the transaction, we recommend contacting your bank to see when the authorization hold will drop off.

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. 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 a US Dollar account and that the alpha-numeric number has been supplied and verified by our bank's international payments team.

5. 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, the Billing and Technical contact specified on the order can log into their My Atlassian account, and view all corresponding license keys. 

6. Can I get a refund, exchange or upgrade after purchasing a server product license?

Yes, you can request a refund or exchange/upgrade of your commercial or academic server license up to 30 days after the original 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: Given the charitable nature of funds collected from Starter Licenses, we are unable to offer refunds or exchanges for Starter License purchases.

7. Can I get a refund 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 account, the account page will display. Atlassian Cloud will be listed in the Licenses section.
  2. Click the '+' sign for your Atlassian Cloud 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 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.

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.

8. Can I sign up for automatic renewals?

Yes, you can sign up for automatic renewals by credit card to ensure your organization doesn't experience any service interruptions.

To sign up for auto-renew, please follow the instructions below:

  1. Log in to your My Atlassian account, the account page will display.
  2. Click the '>' sign for the Atlassian product you would like to auto-renew.
  3. Click the 'Turn Auto-Renew On'
  4. Select any additional products you would like to auto-renew.
  5. Input your credit card details.
  6. Click 'Save Auto-Renew Settings'.

The automatic renewal will be processed on the expiration date of your subscription at the current renewal pricing.

Paying with PayPal

1. What is PayPal?

PayPal is a service that enables you to pay, send money, and accept payments via a digital wallet. To learn more please visit the PayPal website.

2. Can I pay with PayPal?

PayPal is available for Cloud customers renewing monthly, and for Server license purchases via the online Shopping Cart. Please note that PayPal cannot be used when paying a previously saved price quote.

For all other purchases, including Cloud Annual and Bitbucket, complete payment details are located on the first page of your quote/invoice, as well as on our How To Pay page. 

3. How do I add my PayPal account to my Cloud instance?

To add PayPal as your payment method, please follow the instructions below:

  1. Log into Site administration and go to Billing > Billing Details.
  2. Click the Add billing details button, the billing address page will display.
  3. Enter your billing details and click Next, the payment method page will display.
  4. Click the Pay with PayPal button, the PayPal login screen will display.
  5. Log in to your PayPal account, the PayPal login screen will close and PayPal will be displayed as your payment method, click the Next button and the Billing confirmation page will display.
  6. Click the check box to accept the customer agreement and click subscribe.

Switching from credit or debit card payment to PayPal?

If you already have a credit or debit card attached to your cloud account and you wish to switch to PayPal, please follow the instructions below:

  1. Log into Site administration and go to Billing > Billing Details.
  2. Click the Add billing details button, the billing address page will display.
  3. Click the edit icon to switch your payment method, the payment method page will display.
  4. Click the Pay with PayPal button, the PayPal login screen will display.
  5. Log in to your PayPal account, the PayPal login screen will close and PayPal will be displayed as your payment method, click the Save button.

4. When will PayPal be available for all purchases?

We are always looking for ways to simplify the purchasing process for our customers. In reviewing customer feedback and purchasing hurdles we have found that our biggest use case for PayPal is monthly Cloud customers and Server license purchases via the online Shopping Cart. While a decision has not been made on if PayPal will be extended for all purchases, we are extensively tracking requests.

5. Are there any fees that I am responsible for if I choose PayPal?

Buying with PayPal is usually free. There is no charge to open a PayPal account and there is no cost for buying products or services. If your transaction requires a currency conversion, PayPal will use a retail exchange rate (the wholesale cost of foreign currency as denominated by an outside financial institution) plus a conversion service charge. Please see PayPal Currency Conversion and Merchant Fees for more information.

6. How does currency conversion work?

If your transaction requires a currency conversion, PayPal will use a retail exchange rate (the wholesale cost of foreign currency as denominated by an outside financial institution) plus a conversion service charge. Please see PayPal Currency Conversion and Merchant Fees for more information.

7. Do I need a balance in my PayPal account to use it?

Nope! If you link a bank account to your PayPal account, money is taken directly from your bank account when you make purchases or send money.

8. What do I do if I'm locked out of my PayPal account?

If you are having issues signing into your PayPal account because you forgot your username or password, PayPal can help you recover this information. Please contact PayPal Support for assistance. 

9. Where I can go for additional help or questions regarding PayPal?

You can find answers to commonly asked questions at the PayPal Help Center. If you cannot find your answer, the PayPal Customer Support team is ready to help. You can Contact PayPal via the PayPal Contact Page.

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 the States listed in Question 2 below, containing purchases or renewals of taxable Atlassian products.

Please Contact Us with your exemption documentation and quote number (AT- XXXXXXX) if you are eligible to claim a sales tax exemption in relation to your existing quote.

Where available, Atlassian recommends providing blanket certificates (covers all orders) 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's changed?

Atlassian began collection US Sales Tax on taxable sales to customers based in the following states, in accordance with US state tax legislation.

US State Date Registered
Carolina del Sur 1 de marzo de 2019
Virginia Occidental 1 de enero de 2019
Luisiana 1 de enero de 2019
Nebraska 1 de enero de 2019
Maine 1 de octubre de 2018
Indiana 1 de octubre de 2018
Wyoming 1 de octubre de 2018
Misisipi 1 de octubre de 2018
Kentucky 1 de octubre de 2018
Wisconsin 1 de octubre de 2018
Hawái* 1 de octubre de 2018
Alabama 1-Jun-2018
Connecticut 1-Apr-2018
Vermont 1-Dec-2017
Míchigan 1-Sept-2017
Minnesota 1-Sept-2017
Pensilvania 1-July-2017
Utah 1-June-2017
Rhode Island 1-May-2017
Dakota del Sur 1-May-2016
Ohio 1-Aug-2015
Arizona 1-Aug-2015
Carolina del Norte 1-May-2015
Illinois 1-April-2014
Massachusetts 1-April-2014
Nueva York 1-April-2014
Texas 1-April-2014
Washington 1-April-2014
Washington D.C. 1-April-2014

* Impuesto especial general de Hawái

If your purchases are U.S. sales tax exempt, please Contact Us with your valid exemption documentation and your quote/order number (AT-XXXXXXX) to avoid being charged U.S. 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?

Por norma general, el impuesto sobre ventas de EE. UU. se aplicará a todos los pedidos sujetos a impuestos en los que no se haya presentado documentación válida de exención a Atlassian.

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.

Después de este periodo, puedes ponerte en contacto con la administración tributaria estatal o modificar tu declaración de impuestos de ventas para obtener un reembolso directamente de las autoridades fiscales locales.

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 Partner orders, the application of the US sales is based on the location of the Reseller/Partner 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.

Impuesto sobre el valor añadido (IVA), Impuesto sobre consumo japonés (JCT), Impuesto sobre bienes y servicios (GST) e Impuesto de venta de Quebec (QST)

1. ¿Por qué se aplica el IVA, el JCT (Impuesto sobre el consumo japonés), el GST (Impuesto sobre bienes y servicios) o el QST (Impuesto de venta de Quebec) a mi pedido?

IVA

De acuerdo con la legislación del IVA de la UE, Islandia, Noruega, Turquía, Corea del Sur y Taiwán, el IVA se aplicará únicamente a los pedidos de aquellos países en los que no se haya suministrado la documentación de exención o un ID de IVA válido en el momento del pago.

El IVA en otros países, como Suiza, Sudáfrica y Rusia, es aplicable a todas las ventas sujetas a impuestos en las que no se haya proporcionado una documentación de exención válida a Atlassian antes del pago. 

* Ten en cuenta que no se aplicarán exenciones del IVA a los clientes que se encuentren en Rusia.

JCT

De conformidad con las leyes tributarias de Japón, el impuesto sobre el consumo JCT se aplica en todas las operaciones de ventas sujetas a gravámenes.

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.

GST

In accordance with Indian service tax legislation, service tax will be applied only to orders where a valid Permanent Account Number (PAN), Corporate Identification Number (CIN) or Service Tax registration number has not been supplied at the time of payment. Australian customers are subject to 10% GST. 

QST

Atlassian, como proveedor extranjero especificado de servicios electrónicos, debe cobrar un 9,975 % de QST en las ventas realizadas a los consumidores en Quebec a partir del1 de enero de 2019.  Los clientes empresariales registrados en el sistema de registro general no podrán recuperar el QST pagado en los pedidos de Atlassian. Con esto, dichos clientes deberán proporcionar su número de QST para que no se les cargue el QST en sus pedidos.

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.

3. El IVA, JCT, GST o QST de mi presupuesto se muestra en dólares estadounidenses. ¿Dónde puedo encontrar el impuesto equivalente en mi divisa local?

La tasa equivalente en euros, corona noruega, corona islandesa, won surcoreano, yen japonés, lira turca, rand sudafricano, rublo ruso y dólar canadiense se mostrará en la factura final, que se expedirá cuando se haya recibido el pago completo.

This is because exchange rates fluctuate constantly and the equivalent tax in the non-USD currency cannot be determined until receipt of payment.

4. Nunca antes había tenido que pagar IVA, JCT, GST o QST en mis pedidos, ¿qué ha cambiado?

From time to time, domestic governments introduce new taxes or apply VAT, JCT or GST 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 or JCT returns to be compliant with these legal requirements rather than ceasing to sell Atlassian products in a country with new taxes.

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

Generally VAT or GST will be applied to all taxable orders where exemption documentation or a valid VAT ID, PAN, CIN, or GST registration number has not been provided to Atlassian.

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

After 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.

* Ten en cuenta que no se aplicarán exenciones del IVA a los clientes que se encuentren en Rusia.

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?

IVA

For Reseller or Partner orders, the application of the VAT is based on the location of the Reseller/Partner 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/Partner's country will be automatically applied to the order.

JCT

JCT is applicable for all taxable sales. 

GST

For Reseller or Partner orders, the application of GST is based on the location of the Reseller/Partner and not the location of the customer or technical contact. If no valid PAN, CIN or GST registration number has been supplied at the time of order, then GST will be automatically applied to the order.

QST

En los pedidos de distribuidores o Partners, la aplicación del QST se basa en la ubicación del distribuidor o Partner, no en la ubicación del cliente o del contacto del área técnica. Si no se proporciona documentación de exención válida o un ID de QST cuando se realiza el pedido, se aplicará automáticamente la tasa de QST del país del distribuidor o Partner al pedido.

7. How do I update my My Atlassian (my.atlassian.com) account to include my VAT Number, PAN, CIN or GST registration number?

Visita tu página de perfil de cuenta de Atlassian. Introduce tu número de IVA o el número de registro de GST, CIN o PAN en la sección de ID de impuestos de "Información personal" y haz clic en Guardar.

* Ten en cuenta que esto no se aplica al JCT o a los clientes que se encuentran en Rusia.

8. How 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.

* Ten en cuenta que esto no se aplica al JCT o a los clientes que se encuentran en Rusia.

Software Maintenance

1. What kind of support does Atlassian offer?

 

  Asistencia de la comunidad Select Support Priority Support for Cloud Priority Support for Server Soporte Premier
Deployment Option Todo Todo Cloud Server or Data Center Todo
Self-Help Resources (tick) (tick) (tick) (tick) (tick)
Asistencia de la comunidad (tick) (tick) (tick) (tick) (tick)
Support Portal - (tick) (tick) (tick) (tick)
Hours of Availability¹ - 9/5² L1: 24/7
L2: 24/5
L3, L4: 9/5
L1: 24/7
L2: 24/5
L3, L4: 9/5
24 horas/7 días a la semana
Initial Response Time (L1) - 2 Hr 1 Hr 1 Hr 30 Min.
Initial Response Time (L2) - 6 Hr 2 Hr 2 Hr 2 Hr
Initial Response Time (L3) - 1 Business Day 1 Business Day 1 Business Day 8 Hr
Initial Response Time (L4) - 2 Business Days 2 Business Days 2 Business Days 24 Hr
Support Team³ - Select Team Select Team L1, L2: Advanced Team
L3, L4: Select Team
Dedicated Senior Support Team
Phone Support - - - L1 Only All tickets
Matching response times for Staging & QA - - - - (tick)
Development Escalation Priority - - - - (tick)
On-Call Upgrade Coverage - - - - (tick)
Proactive Health Checks (includes QA and Staging) - - - - (tick)
On-boarding & Environment Familiarity - - - - (tick)
Escalation Management - - - - (tick)
Post Incident Reports - - - - (tick)
Support Entitlement Anyone⁴ Admins of a 25-user or greater server products; Users of cloud products Users of Cloud products with Atlassian Access Admins of instances associated with Priority Support Premier associated contacts
Products Covered Todos los productos All products except StatusPage and Trello.⁵ Products covered by Atlassian Access⁶ Choose one server instance All products except StatusPage and Trello.⁵
Precios Gratis Bundled with software maintenance Bundled with Atlassian Access $5,000 per product license $35,000 per 3 named contacts⁷

¹ Horas de disponibilidad: la cobertura de fin de semana se aplica solo a los programas de Soporte Premier y Prioritario. La cobertura de fin de semana para todos los niveles aplicables se limita a las incidencias de L1 para Bitbucket Server, Bamboo, Crucible y Fisheye. El soporte de fin de semana no cubre productos de código abierto o gratuitos como Sourcetree y Clover.  Los fines de semana comienzan desde las 17:00, hora del Pacífico de EE. UU. (UTC-8 y UTC-7 DST), hasta el lunes a las 10:00, zona horaria del este de Australia (UTC+10 y UTC+11 DST), que abarca un total de 48 horas.

² 9/5 Support - Hours of coverage include 8am - 5pm for the following timezones: Pacific (UTC-8), Mountain (UTC-7), Central (UTC-6), Eastern (UTC-5), Western Europe (UTC+0), Central European (UTC+1), Eastern European (UTC+2), Australia Western Standard (UTC+8) Eastern Australia (UTC+9), Japan Standard Time (JST), Australia Western Standard Time (UTC+8), Australia Central Standard Time (UTC+9), Australia Eastern Standard Time (UTC+10). India is covered 10am-7pm (GMT+6). Tickets will be handled in the office corresponding to the geo in which they are submitted.

³ Support Team – Our Advanced and Dedicated Senior Teams are both highly trained engineers who are ready to diagnose issues in your environment. Our dedicated senior support team familiarize themselves with three primary contacts from your company to learn your network and environment.

⁴ Community Support - Community Support (from the Atlassian Community) is available to anyone who signs up. Users of 10-user starter license and Sourcetree users are eligible for only community support.

⁵ Select and Premier Support - Includes all Atlassian products other than Statuspage (Statuspage Support Hours) and Trello (Trello Support Hours).

⁶ Productos compatibles con Atlassian Access: Jira Software, Jira Core, Jira Service Desk, Confluence y Bitbucket. Cuando los productos adicionales están cubiertos por Atlassian Access, se incluirán en el soporte Prioritario para la Cloud.

⁷ Premier Support Named Contacts - Premier connects our top tier engineers with the customer and in order to ensure the best outcomes we limited the number of individuals within an account per $35,000 to three named contacts.  This helps ensure the most knowledgeable individuals within our customers are connected with our most senior engineers to drive issues to conclusion faster.  If additional named contacts are needed they can be purchased three at a time by purchasing additional Premier licenses. Account coverage pertains to all active Atlassian server product licenses and does not include Open Source products or 3rd party apps.

2. What are the benefits of renewing software maintenance?

Renewing your server 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 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.

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.

Please note: maintenance renewals commence from the date the previous maintenance period expires, 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 server product will continue to operate in its current state 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 co-termed/synchronized?

Software Maintenance comes in 12-month blocks. If you have purchased multiple Atlassian products on different dates, your maintenance renewal dates can be co-termed/synchronized to the same date, so long as one license renews at least 12 months of software maintenance. To do this, please request a renewal quote by simply clicking the 'Renew' tab in our Atlassian Store. Once your renewal quote has been created, Contact our Customer Advocate Team, and we'll be happy to help!

Please note: Because upgrades and new license purchases include 12 months of maintenance from the date of purchase, they cannot be co-termed 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 server 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 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, ACH (US customers) or direct bank transfer.  License and any relevant source downloads can be accessed online upon confirmation of payment.

Following payment confirmation, a new license key will be issued. The Billing or Technical contact can access the license key 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 server product. Atlassian Cloud customers can purchase a 12-month subscription.

*Pricing for software maintenance may be reviewed from time to time. For products whose maintenance is based on an old licensing model, which is no longer available, you will be quoted at the current renewal pricing. At our sole discretion, we may offer a limited-time grandfathering program for server products (not hosted) that we would announce to all customers holding licenses that experienced a change.

7. Atlassian Support End-of-Life Policy

Atlassian supports major versions for two years after the first major iteration of that version was released (for example, we support Jira 6.3.x for 2 years after Jira 6.3.0 was released).

You can find more information and specific EOL dates in our End-of-Life Documentation.

Licencias

1. ¿Cuál es el límite de usuarios de los productos de Atlassian?

Atlassian Cloud

En Atlassian Cloud, puedes conceder licencias para hasta 5000 usuarios (Confluence, Jira Core y Jira Software). En el caso de Jira Service Desk Cloud, puedes conceder licencias para hasta 5000 agentes. No hay ningún límite para el número de "clientes" de Jira Service Desk. 

Server

En el caso de Server, no hay ningún límite de usuarios. 

 

Los precios de los productos de Atlassian van en función del nivel de usuario (por usuario de Atlassian Cloud al mes). Consulta ¿Cuánto cuestan los productos de Atlassian? para obtener más información.

2. ¿Cómo se cuentan los usuarios en las licencias de Atlassian, como identificado o como simultáneo?

Un usuario es, por definición, una cuenta con el permiso para iniciar sesión en la aplicación. Un usuario designado con este permiso se incluye en el recuento del límite de usuarios, tanto si ha iniciado sesión en la aplicación como si no. Solo se puede asignar un individuo, una persona designada, a cada inicio de sesión del producto. Varias personas no pueden compartir inicio de sesión en un producto. Nuestro modelo de licencias no se basa en usuarios simultáneos.

  • Para los clientes de Cloud, consulta la sección 2.5 de nuestras Condiciones de servicio de Cloud
  • Para clientes de Server y Data Center, los derechos de licencia de la sección 3.1 de nuestro Acuerdo de licencia de software están sujetos a tu alcance de uso aplicable, que a su vez está vinculado al número de usuarios autorizados únicos que hayas adquirido

3. ¿Cómo aplico mi clave de licencia de Server?

Al adquirir una nueva licencia de servidor, o al renovar/actualizar una licencia de servidor existente, se añadirá una nueva clave de licencia a la cuenta de la persona de contacto o de facturación del área técnica. Una vez que la persona de contacto de facturación o del área técnica haya copiado la clave de licencia de su cuenta de My.Atlassian, hay que seguir los pasos que se indican a continuación para aplicar la nueva clave en el entorno del servidor.

Jira

  1. Inicia sesión en Jira como administrador de sistemas
  2. Haz clic en Configuración (icono de engranaje) > Aplicaciones
  3. Haz clic en Versiones y licencias
  4. Busca la licencia que deseas actualizar y haz clic en el icono del lápiz para editar la licencia.  Sustituya la clave de licencia existente con tu nueva clave de licencia.
  5. Haz clic en Actualizar licencia

Confluence

  1. Inicia sesión en Confluence como administrador de sistemas
  2. Haz clic en Configuración (icono de engranaje) > Configuración general
  3. Haz clic en Detalles de licencia
  4. Pega la nueva clave de licencia y haz clic en Guardar

4. ¿Puedo comprar una aplicación de Marketplace con un nivel de usuario que no sea el del producto principal?

All Marketplace apps must match (or exceed) the parent product in terms of User Tier. For example, if you license Jira Software at 100-Users, and Confluence at 50-Users, all Jira apps must be licensed at the 100-User Tier, and all Confluence apps must be licensed at the 50-User Tier

5. ¿Cuáles son las condiciones para obtener una licencia Académica de Atlassian?

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.

6. ¿Cuáles son las condiciones de una licencia para proyectos de Atlassian Open Source? ¿Cómo se solicita?

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

7. ¿Cuáles son las condiciones para una licencia de la Comunidad de Atlassian? ¿Cómo se solicita?

Atlassian Community Licenses are designed for registered non-profit charitable organizations which are 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 apply for Community Licenses by completing our Community License Request Form.

8. ¿Cuáles son las condiciones para una licencia de comunidad de Atlassian Classroom? ¿Cómo se solicita?

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.

9. ¿Harían falta licencias adicionales si se debieran instalar varias instancias del software en un único servidor?

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

10. ¿Qué son las licencias de desarrollador y cómo se usan?

Las licencias de desarrollador están disponibles para propietarios de licencias de Server académicas y comerciales (no están disponibles para productos iniciales de Cloud o Server) que deseen implementar instalaciones que no sean de producción para usarlas en las pruebas y el desarrollo de software de Atlassian (por ejemplo, actualizaciones de versión, personalizaciones del software, etc.) que no se deban realizar en instancias de producción en directo.

Developer licenses can also be used for non-production installations of the software deployed on a cold standby 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 Atlassian product in question - 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 servers, e.g. development, testing, and QA, servers.

11. ¿Puedo combinar varias licencias para aumentar la cantidad de usuarios con licencia que tengo para una única instancia?

Server 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 SoftwareJira Core, ConfluenceFisheye, Crucible, Bamboo, Bitbucket, Crowd, Portfolio for JiraCapture for Jira, Team Calendars for Confluence, and SharePoint Connector for Confluence.

Managing My Account

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

All My Atlassian accounts use your Atlassian account email address for the username. You can now update the email address for your account at https://id.atlassian.com/manage/change-email

If you have licenses attached to your existing account, they will be transferred over to your new email address after a successful change. 

2. How do I update the Billing and Technical Contacts for my Atlassian products?

To add a Billing or Technical Contact, any existing Billing or Technical Contacts can log into their My.Atlassian account, select the product or subscription in question, and enter the email address of the new contact. If the new contact does not have an Atlassian Account, you will be prompted to enter a few details.

To establish a new Primary Billing or Technical Contact, the new contact will need to log into their My.Atlassian account and select Make Primary. The existing Primary Contact will then be demoted to a secondary contact and can be removed if needed.

Within Atlassian Cloud, any SIte Admin will be able to make themselves a Billing Contact by navigating to Site Administration > Billing > Overview and selecting Make Me A Billing Contact.

If you have any questions about the Contacts on file for your license or subscription, please contact our Customer Advocate Team.

3. How do I change the credit card for my Atlassian Cloud subscription?

Monthly accounts

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

  1. Log into my.atlassian.com. 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.

En la siguiente fecha de facturación, los pagos se te cargarán en la nueva tarjeta. Si tienes cargos pendientes en tu cuenta, se te cargará la cantidad adeudada una vez que actualices los datos de la nueva tarjeta de crédito. 

Si eres administrador del sitio de Cloud, también puedes consultar la tarjeta de crédito de tu suscripción y actualizarla mediante la consola de administración del sitio en > Billing > Payment details (Facturación > Información de pago). En la sección Payment details (Información de pago) puedes llevar a cabo estas acciones.

  • see the billing contact for your site
  • update the credit card details for your payment
  • update the billing address for your payment 

Annual accounts

You must be a site admin to update the credit card for an account on an annual subscription. Site Admins can see and update the credit card for your subscription within the site administration console by going to  > Billing > Payment details. From here you can:

  • see the billing contact for your site
  • update the credit card details for your payment
  • update the billing address for your payment

En la siguiente fecha de facturación, los pagos se te cargarán en la nueva tarjeta. Si tienes cargos pendientes en tu cuenta, se te cargará la cantidad adeudada una vez que actualices los datos de la nueva tarjeta de crédito.

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

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

If you would like to change the email address of your Atlassian account, please see the directions above.

5. How can I change or reset My.Atlassian password?

To change your password:

  1. Visit id.atlassian.com and log in with your Atlassian account 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 account or My Atlassian 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#, delete quotes, and even make changes to an existing quote. 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. In the "Quotes" tab you can download a PDF quote or invoice, make credit card payment, Update PO# or delete the quote.
  3. 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
  • held in the database
  • not bound to a specific license
  • the same for all servers in a cluster (Confluence only)

You only need to update the server ID when starting an evaluation and after the first purchase. You are no longer required to provide the server ID after a renewal or upgrade. 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 with 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 server 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.

11. What can I do as a Billing or Technical Contact?

The Billing and Technical Contacts for a license or subscription have access to update the payment details on file within their My.Atlassian account, view and pay invoices, add additional Billing or Technical Contacts, raise Support requests, generate evaluation licenses, and more. 

The Billing and Technical Contacts are viewed as the product owners, and have authority to request changes to the license/subscription.

For questions about Billing and Technical Contacts, please contact our Customer Advocate Team.

12. Can I delete my My.Atlassian account?

Sure! If you've confirmed that all of your licenses have been moved to another Billing and Technical Contact, you can close your account via our Close Your Account page. 

Upgrading Server Licenses

1. What upgrade paths are available?

Upgrade paths and pricing for server 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. ¿Cómo se calculan los precios de las actualizaciones?

Para calcular el precio de una actualización de licencia de Server, utilizamos esta fórmula:

Nuevo precio del nivel menos el 50 % del precio del nivel actual

3. ¿Cómo puedo comprar o solicitar un presupuesto para una actualización de licencia de producto de Server?

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, ACH (US customers) 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.

4. ¿Cómo puedo solicitar un presupuesto en 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).

5. ¿Cuándo empieza el nuevo período de mantenimiento?

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. ¿Puede sincronizarse el mantenimiento de una licencia que se ha actualizado con otras licencias?

License upgrades include 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.

Condiciones de los clientes

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

Debido a la estructura actual de precios de Atlassian, no podemos aplicar ningún cambio a las condiciones estándar de los clientes. Si tienes en cuenta nuestro modelo de precios y los costes que generan la creación y gestión de acuerdos individuales con cada uno de nuestros clientes, comprenderás mejor nuestra posición. Al mantener unas condiciones estándar con todos nuestros clientes, podemos centrar nuestros recursos en cumplir con las obligaciones comprendidas en estos acuerdos. No olvides que nuestras condiciones para los clientes se han redactado con sumo cuidado con el fin de que sean justas para ambas partes.

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 customer terms refer to the grant of publicity rights to Atlassian. What does that mean? Can we change that?

Atlassian muestra una pequeña cantidad de clientes en nuestro sitio web como ejemplos de organizaciones que usan nuestros productos. Cualquier otra información sobre nuestros clientes (testimonios, casos prácticos, etc.) se publica únicamente después de haber colaborado con dicho cliente y haber obtenido su permiso.

If you don't want us to mention your company name at all, just contact our Customer Advocate 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).

3. Reasignación de licencias

Para reasignar las licencias existentes a una entidad nueva, inicia sesión en tu cuenta My Atlassian para actualizar la sección Billing and Technical Contacts (Contactos de facturación o del área técnica). 

4. ¿Puede Atlassian proporcionar confirmación escrita de que es el fabricante de los productos que vende?

Siempre que se solicite, estaremos encantados de facilitar una carta de proveedor único en la que se confirma que Atlassian es el fabricante de los productos que vendemos. Si deseas tener una copia de nuestra carta de proveedor único, ponte en contacto con nosotros

Privacy & GDPR

1. What's changing with Atlassian's Privacy Policy?

Atlassian has released an update to our Privacy Policy which comes into effect starting on May 25th, 2018. Our new policy is more user-friendly and addresses new data regulations (including GDPR). The most significant changes in the new policy are explained below:

  • Better navigation and user-friendly language. To make the policy easier to understand, we use clear, plain language and examples that illustrate our activities. We reformatted our privacy policy page with active links, so you can quickly find the information that matters most to you.  
  • How we integrate our products. We're always improving our products to give you a frictionless and customized experience. The updates to our policy describe the tools we’ve built to make our products smarter and allow you to move seamlessly from one Atlassian product to another.
  • More control over your information. We make it easy for you to control the information you provide to us. Our policy explains how you can make choices about your information, and the measures we’ve put in place to keep your information secure.
  • Using our products for work. Many users have access to our services through their organizations (e.g., their employers), who control their accounts or use of our services. The updated policy clarifies our relationship to these users and explains the tools available to administrators of these users. 

2. What is GDPR, and what is Atlassian doing to comply?

GDPR stands for the General Data Protection Regulation and is effective as of May 25th, 2018. GDPR replaces national privacy and security laws that previously existed within the EU with a single, comprehensive EU-wide law that governs the use, sharing, transfer and processing of any personal data that originates from the EU. 

Our policy is to respect all laws that apply to our business and this includes GDPR. We also appreciate that our customers have requirements under GDPR that are directly impacted by their use of Atlassian products and services. We are committed to helping our customers stay in compliance with GDPR and their local requirements. 

As part of our commitment to GDPR compliance, we have updated our Privacy Policy. 

In addition, here are a few things that Atlassian is committed to doing to ensure our compliance with GDPR and that of our customers: 

  • Ensuring our products are ISO 27001 and ISO 27018 certified, with JIRA and Confluence Cloud ISO certifications anticipated in May 2018 and all other products as soon as possible thereafter. To learn about our current security certifications and commitments, please see https://www.atlassian.com/trust
  • Where we are transferring data outside of the EU, Atlassian commits to having the appropriate data transfer mechanisms in place as required by GDPR. This includes our current Privacy Shield certification.
  • Atlassian commits to follow appropriate security measures and precautions in accordance with GDPR. 
  • Atlassian will assist with notifying regulators of breaches and promptly communicating any breaches to customers and users. 
  • We will ensure that employees authorized to process personal data have committed to confidentiality. 
  • We will hold any subprocessors that handle personal data, including our data center partners, to the same data management, security, and privacy practices and standards to which we hold ourselves. 
  • Atlassian commits to carrying out data impact assessments and consulting with EU regulators where a data impact assessment indicates a high risk associated with processing without an appropriate mitigating strategy.
  • Where appropriate, we will offer contractual language documenting our commitments to our customers to support their GDPR obligations.
  • Atlassian will assist our customers, insofar as possible, to respond to data subject requests our customers may receive under the GDPR. 

3. Does Atlassian process personal data?

Yes. We process personal data to provide our products and services and for other purposes as outlined in our Privacy Policy.

4. Can Atlassian assist my company with responding to an Individual Rights Request (Subject Access Request)?

As a processor of personal data for many of our customers, we will assist our customers with responding to individual rights requests that they receive under the GDPR. In many cases, customers may be able address these types of requests by logging into the applicable product and using settings available within such product or your account. Where this is not possible, please contact us to request assistance with any such individual rights requests. 

5. Where does Atlassian store and send my data?

Nuestro objetivo es proporcionar servicios seguros, rápidos y fiables a nuestros clientes. Como proveedor de servicios globales, gestionamos nuestros servicios mediante prácticas operativas y funcionalidades básicas en varias jurisdicciones. En la actualidad, almacenamos datos en centros de datos ubicados en EE. UU., Irlanda y Australia. Los datos se almacenan en el centro de datos más cercano a la ubicación desde la que la mayoría de los usuarios acceden a una instancia. También permitimos que algunos empleados y contratistas de todo el mundo accedan a datos concretos para desarrollar y promocionar productos o con fines de servicio técnico y atención al cliente. Para obtener más información, consulta la página Cloud Hosting Infrastructure (Infraestructura de alojamiento de Cloud).

6. ¿Se pueden almacenar mis datos en la UE?

Aunque Atlassian Cloud proporciona actualmente almacenamiento en Europa, decidiremos dónde almacenar los datos del cliente en función de cómo se accede a ellos en todo el mundo (y no en función de lo que se solicite). No garantizamos que los datos se almacenen en una ubicación concreta. No obstante, la selección de la ubicación del almacenamiento de datos se basa en la posibilidad de reducción de latencia y en la obtención de un rendimiento óptimo para ti y para tus usuarios.

7. ¿Cómo gestiona Atlassian las transferencias de datos a zonas externas a la UE?

Atlassian conoce y respeta las reglas que se aplican a las transferencias de datos personales fuera de la UE. Para ello, dependemos de las cláusulas contractuales tipo del marco del Escudo de Privacidad entre la Unión Europea y Estados Unidos para transferir datos personales de la UE a países en los que la Comisión Europea considera que los datos no se protegen adecuadamente. Atlassian ofrece a sus clientes un acuerdo de procesamiento de datos (Data Processing Agreement, DPA) para cumplir con los requisitos del RGPD sobre transferencias. El DPA de Atlassian está disponible aquí para todos los clientes de Cloud que realicen descargas y firmas electrónicas con el fin de cumplir con los requisitos de transferencia dictados por el RGPD.

Necesitamos transferir tus datos personales a otras organizaciones para que nos ayuden a proporcionarte un mejor servicio. Por ejemplo, usamos centros de datos de Amazon Web Services para que nos ayudan a almacenar tus datos. En algunos casos, participan otras empresas de la familia de Atlassian. Por ejemplo, si solicitas soporte y asistencia, puede que hables con nuestros agentes de las oficinas centrales de Australia o con otros pertenecientes a diferentes centros de asistencia. Cuando compartimos tus datos, te informamos sobre cómo los van a usar en cualquiera de estas organizaciones. Exigimos que todos los proveedores de servicios, incluidas las empresas de Atlassian, firmen contratos con nosotros para asegurarnos de que los datos personales de nuestros clientes reciben el mismo nivel de protección.

For more information on how we transfer and process personal data, please see our Privacy Policy.

8. ¿Qué es el Escudo de Privacidad? ¿Tiene la certificación de Atlassian?

In order to legally transfer data outside of the EU, the GDPR requires such data be transferred in accordance with an "adequate transfer mechanism." The Privacy Shield Program is a framework agreed to by the U.S. Department of Commerce and the European Commission that provides an "adequate transfer mechanism" for participating companies. Companies certifying to the Privacy Shield framework agree to apply specific privacy and security protections to personal data when it is transferred from the EU to the U.S. We know that the protection of personal data is important to our customers, which is why we decided to participate in Privacy Shield as a way for us to demonstrate our commitment to global privacy standards and requirements.

Atlassian is Privacy Shield certified, meaning we have promised to follow transfer rules and practices as further described in the Privacy Shield framework. For more information, please see our Privacy Shield Certification

9. Do you offer your customers a Data Processing Addendum?

Sí. Entendemos que nuestros clientes y, sobre todo, los que proceden de Europa, requieran que, en los lugares donde Atlassian actúe como encargado del tratamiento de datos personales procedentes de la UE, se apliquen condiciones adicionales que cumplan con los requisitos del RGPD con respecto al uso de dichos datos. El anexo Atlassian Data Processing Addendum (Anexo de tratamiento de datos de Atlassian) está disponible aquí para todos los clientes de Cloud que realicen descargas y firmas electrónicas con el fin de cumplir con los requisitos de transferencia dictados por el RGPD.

10. ¿Firmará Atlassian unas cláusulas contractuales tipo (conocidas como "cláusulas modelo")?

El Data Processing Addendum (Anexo de procesamiento de datos) de Atlassian incluye las cláusulas contractuales tipo de los responsables o encargados del tratamiento de datos de la UE como mecanismo de transferencia de datos personales de los clientes. Las condiciones de las cláusulas contractuales tipo se aplican en los lugares en los que la transferencia de datos personales de clientes de la UE a Atlassian no esté cubierta por otro mecanismo de transferencia considerado por la ley de protección de datos vigente como adecuado con respecto al nivel de protección de datos personales ofrecido (por ejemplo, el marco del Escudo de Privacidad entre la Unión Europea y Estados Unidos).

11. ¿Puedo aplicar cambios al DPA de Atlassian?

El DPA de Atlassian es una ampliación de nuestras condiciones del servicio de Cloud y refleja el cumplimiento con los requisitos del RGPD (entre ellos, los que se exponen en el artículo 28, concretamente) en lo que respecta a nuestros productos y servicios. Al igual que sucede con nuestras condiciones estándar del servicio de Cloud, no podemos aplicar ningún cambio a nuestro DPA en función de cada cliente concreto.

12. ¿Puedo elegir que no se recopilen ni se compartan mis datos?

En algunos casos, puedes decidir lo que sucede con tu información. Puedes poner en práctica tus elecciones si inicias sesión en el producto concreto y usas la configuración disponible en dicho producto o en tu cuenta. En los casos en los que un administrador gestione nuestros productos en tu nombre, tendrás que ponerte en contacto con esta persona para que te ayude con tus solicitudes. En la política de privacidad de Atlassian se definen los casos en los que puedes elegir, cómo hacerlo y cualquier limitación que pueda resultar relevante. Consulta la sección How to access and control your information (Acceder a mi información y controlarla) de la política de privacidad de Atlassian para obtener más información. 

 

13. ¿Cómo protege Atlassian mis datos?

Hemos implementado protección técnica y organizacional para resguardar los datos de nuestros usuarios y cumplir con los requisitos del RGPD. Los datos personales de nuestros usuarios reciben un seudónimo al almacenarlos, así como más niveles de cifrado si se van a transferir. Para obtener más información sobre como protegemos y almacenamos los datos en Atlassian, consulta nuestra página Trust (Confianza).

14. ¿Qué información procedente de los productos de Server y Data Center procesa Atlassian?

If you use a server or data center version of our products, we do not host, store, transmit, receive or collect information about you (including your content), except in limited cases, where permitted by your administrator: we collect feedback you provide directly to us through the product; we collect content using analytics techniques that hash, filter or otherwise scrub the information to exclude information that might identify you or your organization; and we collect clickstream data about how you interact with and use features in the applicable product. Server and data center administrators can disable our collection of this information from the applicable products via the administrator settings or prevent this information from being shared with us by blocking transmission at the local network level. 

15. ¿Las aplicaciones de terceros de Atlassian Marketplace están cubiertas por la política de privacidad de Atlassian?

Third-party app policies and procedures are not controlled by Atlassian, and our Privacy Policy does not cover how third-party apps use your information. We encourage you to review the privacy policies of third parties before connecting to or using their applications or services to learn more about their privacy and information handling practices. 

16. ¿Dispone Atlassian de subencargados para tratar los datos de los clientes?

A list of our subprocessors can be found on our Sub-Processors page.

17. ¿Con quién tengo que ponerme en contacto para resolver las dudas sobre el RGPD?

Our products are used by millions of users around the world. To provide scalable service to our users and customers, we have included GDPR compliance information in our updated Privacy Policy and have included answers to commonly asked questions on this page. We encourage you to review this page first, as you may find your topic of interest has been addressed. However, we also understand there are circumstances where it may help to connect with us directly. For more information, please see the "Contact Us" section of our Privacy Policy.

Customizations and Professional Services

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

Los titulares de la licencia Inicial, académica y comercial de Jira Software, Jira Service Desk (versiones a partir de la 4.2), Jira Core, Confluence, Bamboo, Crowd, Bitbucket y SharePoint Connector for Confluence reciben el código fuente del software, lo que permite realizar personalizaciones y modificaciones internamente. El software de Atlassian sigue siendo muy flexible y personalizable; solo se requieren modificaciones del código fuente en las configuraciones más complejas.

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 apps may not include access to source code.

En las condiciones del acuerdo de licencia de software de Atlassian, los titulares de la licencia pueden modificar el código fuente para solucionar errores y aplicar personalizaciones y funciones adicionales. Como el software de Atlassian es privativo, los titulares de la licencia no pueden, en ningún caso, incrustar el código fuente en otra aplicación ni copiar o usar de ningún modo elementos de dicho código en otras aplicaciones.

PLEASE NOTE: Some customers may not have access to product source code due to U.S. Export Control restrictions. More information can be found at bis.doc.gov.

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 feature requests. 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 (which product your request relates to), selecting 'Suggestion', 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 Partners who are able to assist with on-site training, implementation and customization requirements.

Programa de Partners de Atlassian

1. Is it possible to join the Atlassian Solution Partner Program?

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

The Atlassian Solution Partner 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 Solution Partner page.

2. Does Atlassian have any Solution Partners in my local area?

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

Código fuente

1. Is Atlassian's software open source?

No, Atlassian products are proprietary software applications.

Jira Software, Jira Core, Confluence, Bamboo, Crowd, Bitbucket, and SharePoint Connector for Confluence 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 server 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 Cloud customers do not have access to source code as the Cloud code base is not customizable. In addition to Atlassian cloud customers, some customers may not have access to product source code due to U.S. Export Control restrictions. More information can be found at bis.doc.gov.

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. To learn more about Open Source at Atlassian, click here.