FAQ de compras e licenciamento

A Unique Purchasing Model

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

We're here to help at any time, so please contact us.

Evaluations

1. Posso avaliar um produto um produto de graça antes de comprá-lo?

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/add-on user tiers and license types.

Atlassian Cloud - A Atlassian oferece avaliações totalmente funcionais dos nossos produtos de nuvem por um período de 7 dias (pode ser estendido para, no máximo, 21 dias sob pedido). Quando sua avaliação expirar, você pode continuar usando o Atlassian Cloud adicionando um cartão de crédito da sua conta My Atlassian. Caso você opte por descontinuar o uso dos nossos serviços de nuvem, nós oferecemos reembolsos integrais durante o primeiro mês de serviço pago depois do final da avaliação, caso você decida que o Atlassian Cloud não é para você.  Depois do primeiro mês pago, nós não poderemos oferecer reembolsos ou trocas.

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. Como faço para prolongar a avaliação do meu produto de servidor?

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. Como o software é distribuído? Eu receberei um CD-ROM ou um produto embalado?

Atlassian has adopted the Electronic Software Distribution (ESD) model. Consequently, software is available only via HTTP download. Atlassian does not distribute any software on CD, DVD or as a shrink-wrapped product. As all commercial and academic licenses include 12 months of software maintenance (support and updates), the ESD model is the best way to stay up-to-date with the numerous software releases made available to you. 

4. Depois de comprar uma licença, eu preciso reinstalar o 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. Quanto custam os produtos da Atlassian?

2. Quais soluções de treinamento estão disponíveis?

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. A Atlassian oferece algum desconto?

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. Existe algum desconto para organizações governamentais?

Discounts are not offered to government organizations (unless you are a provider of primary, secondary or tertiary education in which case you would qualify for Atlassian's academic pricing). Government organizations purchasing Atlassian software are required to purchase commercial licenses.

5. Existe algum desconto para instituições acadêmicas?

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

6. A Atlassian oferece descontos de revenda?

A Atlassian não oferece desconto de revendedor. Os descontos são oferecidos somente a Parceiros oficiais da Atlassian.

Ordering

1. Qual é o processo para encomendar produtos Atlassian?

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. Como posso solicitar uma cotação?

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 though our online form are considered valid, screen prints of the shopping cart is not the same as an official quote.

Please note: Starter Licenses must be purchased with a credit card.

3. Como posso pagar uma cotação ou fatura pendente?

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. Como posso enviar uma ordem de compra (número da OC) à 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.

Atlassian is happy to reference a PO number on a quote or invoice for your internal tracking and record keeping. However, we do not accept purchase orders as form of payment nor the terms and conditions commonly associated with purchase orders. We provide fully functional evaluation licenses for you to use while payment is being arranged. We are able to keep our prices low by offering a standard End User Agreement to all our customers and do not offer commercial credit.

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. Como posso solicitar uma cotação ou fatura em uma moeda diferente do dólar?

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, mention this request in the "Additional Notes" field when creating your quote.

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 add-ons.

6. Existem impostos aplicáveis?

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. Como posso fazer alterações em uma cotação?

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. Quais métodos de pagamento são aceitos, e quais são as condições de pagamento?

Atlassian accepts the following payment methods:

Cartão de crédito* — (MasterCard, Visa ou American Express) através do nosso Formulário de cotação e pedido (1 a 3 dias úteis). Não podemos aceitar pagamentos de cartão de crédito para pedidos em AUD. Infelizmente, não podemos aceitar pagamentos por meio de cartões Discover.

Bank transfer  — Can take up to 5-7 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 2 weeks to be received and processed by our financial institution. We cannot accept checks for AUD orders.

ACH (Automated Clearing House) - Can take between 3-5 business days to process.

Os termos de pagamento da Atlassian são estritamente de pagamento integral. Isso significa que a(s) chave(s) de licença ou assinatura do Atlassian Cloud somente serão disponibilizadas depois que o pagamento integral for recebido. Se você tiver feito o pedido, mas descobrir que precisa esperar sua empresa fazer o pagamento, você pode entrar em contato conosco e solicitar uma chave de licença de avaliação totalmente funcional para ajudá-lo a lidar com quaisquer atrasos burocráticos.

* Credit card is the only acceptable form of payment for monthly Atlassian Cloud subscriptions.

2. Meu cartão de débito Visa está mostrando duas transações; parece que cobraram duas vezes

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. Como posso pagar uma cotação ou fatura pendente?

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. Estou na Europa. Os detalhes de transferência do seu banco irão funcionar?

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. Depois que uma encomenda tiver sido feita, como e quando a chave de licença e fonte podem ser acessadas?

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. Posso obter um reembolso, trocar ou atualizar depois de comprar uma licença de produto de servidor?

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: Due to the charitable nature of funds collected from server product Starter Licenses, we're unable to offer refunds. Please contact our Sales Team to discuss options for returning Starter Licenses.

7. Posso obter um reembolso para o 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. Posso me inscrever para renovações automáticas?

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.

 

US Taxes

1. Por que você está aplicando o imposto sobre vendas dos EUA ao meu pedido?

O imposto sobre vendas dos EUA é apenas aplicado a pedidos enviados a clientes de cobrança em Illinois, Massachusetts, Nova Iorque, Texas, Washington, Carolina do Norte, Ohio, Arizona, Rhode Island, Dakota do Sul, Utah, Pensilvânia e Distrito de Colúmbia, contendo compras ou renovações de produtos tributáveis da Atlassian.

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. Onde posso encontrar formulários de isenção de impostos sobre vendas dos EUA?

The US sales tax exemption forms applicable to each taxable state can be found below:

 

3. Nunca tive que pagar imposto sobre as vendas dos EUA em meus pedidos antes; o que mudou?

A Atlassian começou a coleta de impostos nos Estados Unidos sobre as vendas tributáveis para clientes com base nos seguintes estados, em conformidade com a legislação de imposto estadual dos Estados Unidos.

Estado dos EUA Data registrada
Pensilvânia 1º de julho de 2017
Utah 1º de junho de 2017
Rhode Island 1º de maio de 2017
South Dakota 1º de maio de 2016
Ohio 1º de agosto de 2015
Arizona 1º de agosto de 2015
Carolina do Norte 1º de maio de 2015
Illinois 1-April-2014
Massachusetts 1-April-2014
Nova Iorque 1-April-2014
Texas 1-April-2014
Washington 1-April-2014
Washington D.C. 1-April-2014

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. Foi aplicado um imposto sobre vendas dos EUA ao meu pedido, porém agora eu posso fornecer a documentação de isenção cobrindo o período da compra. Como eu posso obter um reembolso da parcela de imposto sobre vendas dos EUA do meu pagamento?

Generally US sales tax will be applied to all taxable orders where valid exemption documentation has not been provided to 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.

After that time, you may contact your local state tax authority or amend your sales tax return to obtain a refund directly from the your local revenue authorities.

5. Sou um revendedor localizado em um estado tributável dos EUA, mas estou comprando em nome de um cliente que não está localizado em um estado tributável. Os impostos sobre vendas dos EUA se aplicarão?

Para pedidos de revendedor ou parceiro, a aplicação das vendas dos EUA é baseada no local do Revendedor/Parceiro e não no local do cliente ou contato técnico. Se não for fornecido um certificado de isenção válido do revendedor no momento do pedido, os impostos sobre vendas dos EUA serão aplicados automaticamente ao pedido.

Imposto de valor acrescentado (IVA), Imposto de consumo japonês (JCT) e Imposto de bens e serviços (GST)

1. Por que você está aplicando o IVA, JCT ou GST ao meu pedido?

a) VAT

In accordance with EU, Iceland, Norwegian and South Korea VAT legislation, VAT will be applied only to orders in those countries where exemption documentation or a valid VAT ID has not been supplied at the time of payment.

VAT in other countries such as Switzerland and South Africa is applicable on all taxable sales where a valid exemption documentation has not been provided to Atlassian prior to payment. 

b) JCT

De acordo com a legislação fiscal japonesa, JCT é aplicável em todas as vendas tributáveis.

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.

c) GST

Em conformidade com a legislação do imposto sobre serviços indiano, o imposto de serviços será aplicado somente aos pedidos em que um Número de conta permanente (PAN) válido, Número de identificação corporativa (CIN) ou Número de registro de imposto sobre serviço não tenha sido fornecido no momento do pagamento.

2. Você inclui impostos nos preços listados no site?

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.

Para clientes na União Europeia, Noruega, Islândia, Coreia do Sul, Japão e Índia, o imposto equivalente será exibido na fatura final, que é emitida após o recebimento total do pagamento.

3. O IVA/JCT/GST na minha cotação é exibido em dólares americanos. Onde eu posso encontrar o imposto equivalente na minha moeda local?

The equivalent tax in Euros / Norwegian Krone / Icelandic Krona / South Korean Won / Japanese Yen will be displayed on the final invoice, which will be issued after full payment has been received.

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

4. Eu nunca precisei pagar IVA, JCT ou GST nos meus pedidos antes; o que mudou?

De vez em quando, os governos nacionais introduzem novos impostos ou aplicam IVA, JCT ou GST a novos itens tributáveis através de uma nova legislação.

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. IVA ou GST foi aplicado ao meu pedido, no entanto, agora eu posso fornecer meu número de registro válido do ID de IVA, PAN, CIN ou GST. Como posso obter um reembolso para a parte de IVA ou GST do meu pagamento?

Geralmente, o IVA ou GST será aplicado a todos os pedidos tributáveis em que a documentação de isenção ou um número de registro válido de ID de IVA, PAN, CIN ou GST não for fornecido à Atlassian.

However, if exemption documentation or a valid VAT ID 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.

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.

6. Sou um revendedor localizado em um país tributável, mas estou comprando em nome de um cliente que não está localizado em um país tributável. O IVA se aplicará?

a) VAT

Para pedidos de revendedor ou parceiro, a aplicação do IVA é baseada no local do Revendedor/Parceiro e não no local do cliente ou contato técnico. Se não for fornecida uma documentação de isenção válida ou ID do IVA no momento do pedido, a taxa de IVA do país do Revendedor/Parceiro será aplicado automaticamente ao pedido.

b) JCT

JCT é aplicável para todas as vendas tributáveis. 

c) GST

Para pedidos de revendedor ou parceiro, a aplicação do GST é baseada no local do revendedor/parceiro e não no local do cliente ou contato técnico. Se nenhum número de registro válido de PAN, CIN ou GST tiver sido fornecido no momento do pedido, o GST será aplicado automaticamente ao pedido.

7. Como faço para atualizar minha conta My Atlassian (my.atlassian.com) para incluir meu número de registro de IVA, PAN, CIN ou GST?

Visite sua página perfil da conta Atlassian. Insira seu número de registro de IVA, PAN, CIN ou GST na seção ID de imposto das "Suas informações pessoais" e clique em "Salvar"

Please note, this is not applicable to JCT

8. Como faço para atualizar minha conta My Atlassian (my.atlassian.com) para incluir minha documentação de isenção do IVA?

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.

Please note, this is not applicable to JCT

Software Maintenance

1. Qual tipo de suporte a Atlassian oferece?

Support Plan Feature
Servidor
(standard)
Empresarial
(legacy server license)
Self-help resources support (tick) (tick) (tick) (tick)
Online ticket creation (tick) (tick) (tick) (tick)
Disponibilidade 24 x 5 24 x 7 24 x 7 24 x 7**
Initial Response Times (L1/L2) 1hr / 4hr 1hr / 4hr 1hr / 4hr 30min / 2hr
Phone Support     24x7 24x7**
Named Contacts       3
Senior Support Engineer first response       24x5
Warm handoffs       24x5
Onboarding and Environment Familiarity       (tick)
Post-incident report requests       (tick)

*  Standard maintenance must be current for all products.
** Weekend coverage supports all products, however, HipChat, Crowd and development tools coverage and response is limited to only L1 issues.

2. Quais são os benefícios da renovação de manutenção do software?

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. Quando começa a manutenção de software?

  • 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. O que acontece quando acaba a manutenção incluída?

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.

Como todas as licenças comerciais e acadêmicas são permanentes, você pode usar o software de modo permanente. Isso significa que o produto do servidor continuará operando em seu estado atual depois que o período de manutenção expirar.

Please note: maintenance renewals commence from the date the previous maintenance period expires, regardless of when the maintenance renewal was purchased.

5. As datas de manutenção podem ser sincronizadas nas licenças?

Software Maintenance comes in 12 month blocks. If you have purchased multiple Atlassian products on different dates, your maintenance renewal dates can be 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. You'll want to have the following details for the license(s) on-hand:

  • the current technical contact's email address
  • the license SEN (Support Entitlement Number)

In the final step of the Atlassian Store there is an Additional Notes section. Please enter that you would like the license keys synchronized to either a common end date or a specific date of your choosing. This will flag the order for review so that a member of the sales team can pro-rate the maintenance, please be aware it may take 1-3 business days for you to receive the quote.

Please note: Because upgrades and new license purchases include 12 months of maintenance from the date of purchase, they cannot be synced to existing licenses for less than 12 months.

6. Como posso adquirir uma renovação de manutenção?

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 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. Política de término do suporte da Atlassian

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.

Licensing

1. Como os usuários são contados nas licenças da Atlassian, como nomeados ou simultâneos?

A user is, by definition, any account with the permission to log into the application. A named user with this permission is counted towards the user limit, whether logged in to the application or not. Our licensing model is not based on concurrent users.

2. Quais são as condições para uma Licença acadêmica 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.

3. Quais são as condições de uma Licença de projeto Atlassian Open Source? Como posso me candidatar?

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

4. Quais são as condições para uma Licença comunitária Atlassian? Como posso me candidatar?

As licenças comunitárias da Atlassian são desenvolvidas para organizações registradas sem fins lucrativos, não governamentais, não acadêmicas e não comerciais por natureza, sem associação religiosa e que não teriam como arcar com os custos do software Atlassian.

Você pode se inscrever para Licenças comunitárias preenchendo o nosso Formulário de solicitação de licença comunitária.

If you would like to apply for a HipChat Plus Community license, please sign up for a free HipChat account here and then submit your request to HipChat Support

5. Quais são as condições para uma Licença de sala de aula Atlassian? Como posso me candidatar?

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.

6. Seriam necessárias licenças adicionais se várias instâncias do software devessem ser instaladas em um 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.

7. O que são licenças de desenvolvedor, e como elas são usadas?

Developer licenses are available to existing commercial, academic, and select Starter license holders (not available for cloud products) who wish to deploy non-production installations for use in testing and development of the Atlassian software (e.g. version upgrades, customizations to the software, etc) that should not be done on a live production instance.

Developer licenses can also be used for non-production installations of the software deployed on a cold stand-by 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, e.g. development, testing, and QA, servers.

Please note: JIRA, Confluence, Bitbucket Server and some marketplace add-on $10 Starter Licenses do include access to Developer Licenses. If you see the option to "View Developer License" in the license details panel you have access to a key. All other Starter License holders can use our evaluation license to test upgrades or purchase a second Starter License.

8. Posso combinar várias licenças para aumentar o número de usuários licenciados para uma única instância?

As licenças de produtos de servidor não podem ser combinadas para aumentar o número de usuários para uma única instância. Para aumentar o número de usuários, você precisará obter uma atualização para o nível de usuário desejado. Você pode obter mais informações sobre atualizações de cada respectivo produto: JIRA SoftwareJIRA Core, ConfluenceFishEye, Crucible, Bamboo, Bitbucket, Crowd, Portfolio for JIRACapture for JIRA, Team Calendars for ConfluenceSharePoint Connector for Confluence.

Managing My Account

1. Como faço para mudar o endereço de e-mail do 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. Como posso alterar os contatos técnicos e de cobrança para meus produtos Atlassian?

To add a billing or technical contact, any existing billing and technical contacts will follow these steps:

  1. Log into your existing My Atlassian account with your Atlassian account.
  2. Click the '>' sign of the Atlassian product you want to move, your account management screen will display.
  3. In the technical and/or billing email field enter in the new contact's address and click "Add."  If the account does not exist you will be prompted to enter a few details.
  4. To remove retired contact(s) click the trashcan icon next to the email address(es), this will remove the product from their My Atlassian account.

Existing contacts cannot promote other contacts to the primary billing or technical contact. If you would like to make someone a primary contact you will need to follow the above instructions and one additional step. Once you've added a contact, you will need to inform the new contact they can login into their My Atlassian account and promote themselves to the primary contact by clicking the up arrow icon next to their name. The current primary contact will then be demoted to a secondary contact and can be removed if needed.

If you do not have access to the license details via My Atlassian, please contact our Sales Team.

3. Como faço para mudar o cartão de crédito da minha assinatura do Atlassian Cloud?

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. Acesse my.atlassian.com. Você chegará na página Licenses [Licenças] por padrão.
  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.

O novo cartão será debitado na data próxima fatura. Se a sua conta estiver vencida, o cartão de crédito será debitado assim que for atualizado. 

Como alternativa, se você for um administrador do site do Cloud, poderá ver e atualizar o cartão de crédito da sua assinatura dentro do console de administração do site, indo em  > Billing > Payment details [Faturamento > Detalhes do pagamento]. A partir da seção de Payment details [Detalhes do pagamento], você pode:

  • 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 administrador do site para atualizar o cartão de crédito para uma conta em uma assinatura anual. Os administradores do site podem ver e atualizar o cartão de crédito para a sua assinatura dentro do console de administração do site, indo em  > Billing > Payment details [Faturamento > Detalhes do pagamento]. A partir daqui é possível:

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

O novo cartão será debitado na data próxima fatura. Se a sua conta estiver vencida, o cartão de crédito será debitado assim que for atualizado.

4. Como eu posso atualizar informações de contato da minha conta da Atlassian?

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. Como eu posso alterar ou redefinir a senha do My Atlassian?

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. Onde posso acessar minhas cotações ou faturas abertas?

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. O que faz com que seja gerado este ID do servidor? Ele está vinculado ao hardware, SO, ou instância do Confluence?

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. Qual é a política de reassociação de licenças com IDs do servidor?

There's no need to do this. Once you have a Server ID associated to a license, you can leave it as is.

9. O que acontece quando eu preciso reinstalar (rapidamente) em um sistema diferente?

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. O que eu faço quando a tela de licença da minha conta My Atlassian está pedindo meu ID de servidor?

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.

Upgrading Server Licenses

1. Quais caminhos de atualização estão disponíveis?

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. Como posso adquirir ou solicitar uma cotação para uma atualização de licença do produto de servidor?

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.

3. Como eu solicito uma cotação pelo 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).

4. Quando começa a minha manutenção atualizada?

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.

5. A manutenção de uma licença que está sendo atualizada pode ser sincronizada com outras licenças?

License upgrades includes 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.

End User Agreement

1. Nosso departamento jurídico gostaria de fazer algumas alterações ao seu Acordo de usuário final. Você concorda com isso?

Within Atlassian's current price structure, we're unable to make any changes to our End User Agreement. If you consider our pricing model and the costs of creating and managing individual agreements with each of our customers, you can begin to understand our position. Maintaining a standard End User Agreement with all of our customers allows us to focus our resources on meeting our obligations under these agreements. Do keep in mind of course that our End User Agreement has been very carefully authored to be fair to both you and us.

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. O Acordo de usuário final se refere à concessão de direitos de publicidade à Atlassian. O que isso significa? Podemos mudar isso?

Atlassian lists a small number of our customers on our website as examples of organizations using our software. All other disclosures about our customers (customer testimonials, case studies, etc.) are done so only after collaborating with and obtaining permission from our customers.

Se você não quiser que nós mencionemos o nome da sua empresa, apenas entre em contato com nossa Equipe de atendimento ao cliente e nós o adicionaremos em nossa lista de empresas que pedem para não fazer parte de divulgações ou formulários de publicidade (incluindo nossas listas de clientes no nosso site).

Customizations and Professional Services

1. Terei acesso ao código-fonte? Quais personalizações podem ser feitas no código?

JIRA Software, JIRA Core, Confluence, Bamboo, Crowd, Bitbucket and SharePoint Connector for Confluence commercial, academic, and Starter License holders receive 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.

Source code access is only offered by Atlassian for some Atlassian products. 3rd party Marketplace and Atlassian Add-ons may not include access to source code.

Under the terms of the Atlassian End User Agreement, licensees are permitted to modify the source code to develop bug fixes, customizations or additional features. As Atlassian software is proprietary, under no circumstance may licensees embed the source code into another application, nor can a licensee copy or in any way use elements of the source code within other applications.

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. Posso solicitar um recurso?

Certainly! As a customer there are different approaches to influencing the evolution of Atlassian's products:

  1. Votação para um problema atual: a Atlassian executa uma instância pública do JIRA, permitindo aos clientes enviar solicitações de recursos. Cada vez que a Atlassian planeja a próxima versão de um aplicativo, o número de votos para todas as questões pendentes é revisto para medir sua popularidade. Portanto, através do voto para um problema atual, você pode aumentar sua probabilidade de ser incluído na próxima versão planejada. Você pode procurar por questões pendentes através da ferramenta de busca "Find Issues" [Encontrar problemas]. Basta ver a questão relevante e "Vote for it" [Votar].
  2. Criar nova questão: se não existirem questões correspondentes existentes que reflitam seus requisitos, você pode enviar uma nova solicitação de recurso criando uma nova questão, selecionando o projeto relevante (a qual produto a sua questão se relaciona), selecionando "Sugestão" e depois preenchendo os detalhes relevantes na tela seguinte.
  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. A Atlassian tem uma equipe profissional de serviços que pode ajudar com o treinamento no local, implementação e/ou personalizações de software?

A Atlassian atualmente não oferece nenhum serviço profissional aos clientes. Consequentemente, a Atlassian não pode se comprometer ou ajudar formalmente o treinamento do cliente no local, implementações ou personalizações de software. As licenças comerciais e acadêmicas têm direito a suporte e assistência sob os termos de suas manutenções de software ativas e a Atlassian sempre se esforçará para fornecer um suporte lendário sob tais termos. No entanto, nós temos vários Parceiros oficiais da Atlassian oficiais que são capazes de ajudar você com os requisitos de treinamento no local, implementação e personalização.

Programa de parceiros Atlassian

1. É possível aderir ao Programa de parceiros de soluções da Atlassian?

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

O Programa de parceiros de soluções da Atlassian foi estabelecido para fornecer suporte e incentivos a partes interessadas em vender produtos e serviços relacionados da Atlassian a seus clientes atuais e potenciais. Para mais informações e para enviar sua inscrição, visite a página Parceiro de soluções da Atlassian .

2. A Atlassian possui algum Parceiro de soluções na minha área local?

Você pode encontrar uma lista de Parceiros de soluções atuais por região no Diretório oficial de parceiros da Atlassian. Como alternativa, entre em contato com a Equipe do canal Atlassian para uma recomendação.

Source

1. O software Atlassian é 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. Quem tem acesso ao código-fonte do produto?

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.