Service management that scales

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

Please note that customers on Service Collection Standard, Premium, and Enterprise plans will be able to store 5,000 (Standard), 50,000 (Premium) to 500,000 (Enterprise) Assets objects per month and execute 1,000 Virtual Agent assisted conversations per month at no additional billing cost. Storing Assets objects at/or above allowances will start at $.02(USD)/object/month. Executing Virtual Agent assisted conversations at 1,001 and above will start at $0.30(USD)/assisted conversation/month.

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.

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.

Our Free plan lets you try Service Collection 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 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 a Service Collection 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.

In Service Collection, 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 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

For monthly subscriptions, we’ll charge you for the following month’s subscription based on the exact number of Service Collection 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.

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

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

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

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. Service Collection is available in cloud plans.

Data Center (or, “self-managed”) 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. Jira Service Management and Assets are available in Data Center plans.

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 Guard.

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

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

Service Collection Premium offers advanced service management capabilities including incident, problem, change, and asset and configuration management. It enables teams to 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 Service Collection to support your org and customers, or have a globally distributed team that relies on Atlassian products as mission-critical for success, consider Premium.

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

For security-conscious organizations that need more visibility and flexible controls in Atlassian cloud, Atlassian Guard Standard helps secure and manage users. You can automate manual processes and introduce security guardrails to reduce risk and free up time.

For highly complex or regulated organizations with needs that go beyond centralized visibility and proactive controls, Atlassian Guard Premium offers the granularity to classify your organization’s data, alerts you of anomalous activity, and helps you investigate potential threats across Atlassian cloud.

When you layer Guard on top of our Premium plan, you’ll get an enterprise-grade solution that lets you scale and secure Atlassian cloud content and users across your entire organization.

Asset and configuration management is included in Service Collection Standard, Premium and Enterprise plans.

Included in these plans, Standard customers will be allowed to store 5,000 Assets objects for free, while Premium and Enterprise customers will be allowed to store 50,000 and 500,000 Assets objects for free respectively. Above this limit, objects will start at $0.02(USD)/object/month with volume discounts.

What is considered an Assets object?

An object is a representation of a single, unique thing of a particular object type included in an object schema.

The total number of objects includes all schemas across your site. However, this does not include system schemas, which are used by other features in Jira to store information, such as Services. We do not charge for Products, Entitlements, and Services.

How feature usage works in Jira Service Management

How do I add more Assets objects?

To get extra Assets objects for your site, first you’ll need to subscribe to the ‘Extra objects’ add-on (you’ll need billing admin permissions):

• Go to admin.atlassian.com and select Billing.

• Find Jira Service Management in the list and select Manage.

• On the Subscriptions details page, select the Add-ons tab.

• If you haven’t subscribed to an add-on before, select Explore add-ons.

  • Otherwise, select Get add-on under the Extra objects card.

• Follow the steps to subscribe to Extra objects.

• If you pay monthly, you can then select Increase usage limit and follow the steps to raise your limit.

• If you pay annually, you can pre-purchase your Extra objects as tiers - the amount you purchase will become your limit.

Once you’ve subscribed to the add-on, you can change your limit at any time:

• From your service project, go to the top right of your screen and select Settings > Products.

• Under Jira Service Management, select Feature usage.

• View the Assets tab and select Change limit.

If you can’t subscribe to ‘Extra objects’ or can’t see where to manage limits, check this article.

Virtual service agent is included in Jira Service Management Cloud Premium and Enterprise plans.

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 start at $0.30(USD)/assisted conversation/month with volume discounts.

What is considered a virtual service agent assisted conversation?

Assisted conversations include:

• Matched conversations – any conversation that was matched to an intent, regardless of whether the virtual service agent resolves the issue or escalates it to an agent for further support. Read more about how intent matching works.

• AI resolved conversations – any conversation during which the virtual service agent responds to the customer using Atlassian Intelligence answers, and the customer indicates that the response resolved their issue or abandons the conversation, resulting in the conversation being auto-closed.

How feature usage works in Jira Service Management

How do I add more virtual service agent assisted conversations?

To get extra assisted conversations for the virtual service agent on your site, first you’ll need to subscribe to the ‘Extra assisted conversations’ add-on (you’ll need billing admin permissions):

• Go to admin.atlassian.com and select Billing.

• Find Jira Service Management in the list and select Manage.

• On the Subscriptions details page, select the Add-ons tab.

• If you haven’t subscribed to an add-on before, select Explore add-ons.

• Otherwise, select Get add-on under the Extra objects card.

• Follow the steps to subscribe to Extra assisted conversations.

• If you pay monthly, you can then select Increase usage limit and follow the steps to raise your limit.

• If you pay annually, you can pre-purchase your Extra assisted conversations as tiers – the amount you purchase will become your limit.

Once you’ve subscribed to the add-on, you can change your limit at any time:

• From your service project, go to the top right of your screen and select Settings > Products.

• Under Jira Service Management, select Feature usage.

• View the virtual service agent tab and select Change limit.

If you can’t subscribe to ‘Extra assisted conversations’ or can’t see where to manage limits, check this article.