Service Collection Pricing & Licensing

Service Collection is a group of apps and AI agents to help teams deliver exceptional service experiences for employees and customers.

Service Collection includes Jira Service Management, Customer Service Management, Assets, and Rovo.

Service Collection is sold as a single offering, including Jira Service Management, Customer Service Management, Assets, and Rovo. The apps cannot be purchased separately. 

There is no requirement to implement all apps, though certain features may be limited depending on which apps are implemented. Licensed agents of Service Collection can be granted access to some or all apps in the collection as determined by the admin.

When you move into Service Collection, you will retain access and current configurations within Jira Service Management and will also have access to the Customer Service Management app.

Click these links to try Service Collection Standard or Service Collection Premium. We also offer a Free plan of Service Collection for up to 3 Agents, with 2GB storage and Community Support. You can compare plans here.

Already using cloud? Site Administrators can navigate to the System Administration section of your cloud site and add or remove applications and/or add-ons as needed.

Please note: Removing applications or add-ons takes effect immediately and no credit or refund will be offered for removing applications or add-ons early.

Your subscription can start with Service Collection as its foundation, and you can add additional applications, including Marketplace apps, as needed.

• Monthly pricing is progressive: We offer volume discounts as you add more seats. Each user’s unit price is based on the pricing rate in which the user falls. See our Find the Perfect Plan: Atlassian Cloud Calculator for details.
• Maximum Quantity Billing (MQB): For monthly subscriptions (including Service Collection, Jira, Confluence, and Marketplace apps) your bill is based on the highest number of seats (“maximum quantity”) assigned to each product at any point during your billing cycle. If you add seats mid-cycle, you’ll be charged a prorated amount for those seats for the remainder of the month. Removing seats mid-cycle does not reduce your bill for that period; those seats become available for reassignment until the next billing cycle.

For more details on how MQB works and how it impacts your bill, see the Maximum Quantity Billing section.

Yes, Service Collection is only available on Atlassian Cloud.

Service Collection Premium helps teams confidently scale across their organization by offering advanced AI Ops capabilities,  expanded automation rule limits, unlimited storage, a financially-backed 99.9% uptime SLA, and 24/7 Premium Support with a 1-hour response time. If you have concerns about downtime or service interruptions, are looking to scale service across your org, or have a globally distributed team that relies on Atlassian products as mission-critical for success, Premium is a great fit for you.

Service Collection can be upgraded from Standard to Premium at any time via the Manage Subscriptions page of your cloud site.

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