Last updated Jul 28, 2021

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App Licensing FAQ

Can license durations be extended without warning?

There are a few scenarios where the duration of a license can exceed what is stated in Atlassian's official documentation. Examples of situations where this can occur include:

Open quotes

When we quote a customer, that quote is in an open state while the customer hasn’t paid yet. A quote remains open for 30 days by default before expiring; in some cases, Atlassian can extend it manually (by up to 90 days) if, say, the customer’s procurement process is especially long.

The license of apps included in an open quote will remain Active as long as the quote is open. Once the quote expires, the app will then enter the Dunning process, and will eventually be disabled.

Disjointed start dates

An Evaluation license will remain Active for a minimum of 30 days. However all licenses on a subscription are checked only during the customer’s recurring billing date (including Evaluation licenses). This could result in an Evaluation license remaining active for up to 59 days.

For example, a customer with a monthly Jira Cloud subscription has a recurring billing date on the 13th of every month. If they start an app Evaluation on June 14, its license will only have a duration of 29 days by July 13 (the next billing date). This means the license will remain Active until the following billing date (August 13); by then, the Evaluation license will have stayed Active for 59 days.

If you are seeing different behavior than this for a specific license in your reports, please raise a ticket with the Marketplace team for further clarification.

Marketplace Partner reports show large license duration

In Marketplace Partner reports, license durations start from the first date a license was created until the end date of the latest one created. These reports also group all Evaluation records of a customer into one record. This can make the duration of an individual license appear much longer than it actually was.

For example, if a customer starts an Evaluation of an app on January 10, 2019 (10-01-2019) which lasts 30 days ending February 10, 2019 (10-02-2019) this will be reflected verbatim in the Partner license reports on Marketplace. However, if the customer starts another 30-day Evaluation for the same app on May 6, 2020 (06-06-2020), the report will not create a new record for this license; rather, it will simply update the end date of the original Evaluation license. This means the record will reflect that the Evaluation license's original start date of 10-01-2019 but with an end date of 06-05-2020. This gives the impression that the Evaluation license lasted 16 months, even if it was only Active for 30 days.

If you suspect this to be the case for a specific license in your reports, please raise a ticket with the Marketplace team for further clarification.

Why do I have an Active license that's reported as Expired?

This could be due to a license duration being extended without warning. It could also be a license that's in a Suspended state in our internal systems; if this is the case, the app will stop working after a 15-day grace period. If you suspect that neither is the case, please raise a ticket so the Marketplace team can take a closer look.

Why do I have an Expired license that's reported as Active?

This can be due to several edge cases, so an internal investigation is often needed for us to find out more. These edge cases can be, but not limited to:

What is co-terming?

Co-terming occurs when setting a common expiry/renewal date for multiple licenses or subscriptions. Atlassian usually does this to synchronise maintenance dates of multiple licenses within the same subscription.

For example, the renewal date of a customer's Cloud instance license is set to the 24th of each month. An Evaluation license generated by that customer on July 7, 2021 can't end on July 24, 2021, as an Evaluation license has a minimum duration of 30 days. Rather, the Evaluation license will roll over to the next renewal date (August 24, 2021). See Disjointed start dates for additional details.

An app license is not priced as expected, how was this calculated?

Each case is different and varies from purchase to purchase, so further investigation is needed.

Basic app calculations

Atlassian will pay you, the publisher, the following percentages of gross revenue for Jira, Jira Service Desk, and Confluence apps:

  • 85% for cloud apps
  • 75% for data center apps
  • 70% for server apps

Common discounts

Renewal pricing is 50% of the new purchase price for server apps, and 100% of the new purchase price for cloud and Data Center apps.

Upgrade pricing is calculated as follows: (50% of new tier price) + (50% of difference between new tier price and old tier price). There is edge cases to this.

Academic pricing is automatically set to 50% of the new purchase price.

How does grandfathering work?

When a price change occurs, the original price will apply to existing subscriptions or purchases made before the change. However, the original price will only stay in effect for 60 days. Grandfathering period cannot be skipped, and will also apply if there is a price decrease.

For example, as of January 21, 2021, app A costs $100 for 100 users per month. Customer 1 starts a monthly subscription for app A on January 24, 2021 for 100 users (at $100/month). On 30-01-2021, the pricing of app A changes to $200 for 100 users per month.

When Customer 1 renews their monthly subscription on February 21, 2021, they pay the original price of $100 for 100 users. However, on their next monthly subscription, they'll pay the new price of $200, as 60 days has already passed since the price change.

Can Cloud trials be extended?

As a general rule, Atlassian does not extend Cloud trials except for special situations. These situations normally involve migration (Server to Cloud, Data Center to Cloud, or Cloud to Coud); all Cloud trials require Marketplace Partner approval. Please contact out CA team on support.atlassian.com to request a Cloud trial extension.

Is it possible to pause a Cloud evaluation?

You can stop your subscription and then subscribe again to regain functionality but only within the same 30 day billing cycle. The evaluation can't spill over into another cycle.

It's not possible to pause an evaluation and then pick it up in the next month. You will need to request a new evaluation.

Do you provide loyalty and multi-year discounts?

To help ease the transition from Server to Data Center or Cloud, or from Data Center to Cloud, we are offering our Enterprise customers a multi-year Cloud or Data Center subscription discounts when they migrate. This program takes into account unused maintenance on the existing Server/Data Center license as well. Learn more here for Cloud and here for Data Center.

Do you provide promotion codes?

Promotion codes are available for Cloud, Data Center and Server. See Sales Promotions for more details.

Do you provide access to apps for sandbox instances?

A sandbox is an isolated environment where you can test and experiment before making changes to production. Your sandbox URL is created based on your production site URL. For example, if your production site URL is acme.atlassian.net, your sandbox site URL could be acme-sandbox-123.atlassian.net. Contact us to change your sandbox URL name after creation.

Currently, you can only create one sandbox for each linked product. For example, if you have a Jira Software production environment, you can only create one Jira Software sandbox.

Sandboxes have the same user limits as their linked production environments.

You can create a sandbox if your production Jira Software, Jira Service Management, or Confluence are on Premium or Enterprise plans. To create a sandbox, you must have organization admin permissions. To become an organization admin you’ll need to reach out to an existing organization admin. Once created, you can give all admins and users access to sandboxes the same way you do for production environments.

To create a sandbox:

  1. Select the name of your organization at admin.atlassian.com to access your organization Administration overview.

  2. Go to Products > Sandbox.

  3. Select Create sandbox.

  4. Choose a product.

  5. Select Create.

Sandbox sites work exactly the same as a production site in this regard. That means customers can install, trial, pay, and use apps the same way they would in a regular production site. As of now, there are no Marketplace apps available for free for sandbox. This can be subject to change in the future.

I released a Paid version for my existing Free app, can customers continue using the Free version?

Customers can use the free version, but under certain circumstances. If the customer never upgrades to the new paid version and the free version is never retired, then the customer can continue using the free version of the app. This applies to both Server and Cloud instances.

How do I purchase a monthly subscription of a Cloud app?

You can start a monthly subscription for a Cloud app in product or From the Atlassian Marketplace. Either method will allow you to test the app for 30 days for a trial period; the trial will convert into a full commercial license (billed monthly) if you provide a valid payment method on your account. You can stop the subscription at any time.

In product

In the Find new apps section within your Atlassian instance, search for your app of choice on the Find New Apps section. Then, start a trial directly by selecting the app and then selecting Try it free.

From the Atlassian Marketplace

After locating the app you wish to install on the Marketplace, select the Try it Free button. On the subsequent popup screen, select the Start Free Trial button for the Cloud hosting type. Doing so will allow you to choose from a dropdown of Atlassian Cloud instances that you have Admin permissions to. After choosing an instance, you'll be redirected to the installation page on the Find New Apps section of the instance, where the trial will start.

How do I sign up for annual payments or annual subscriptions?

You can choose annual payment for your cloud site from your site’s Administration. You have the option to select a one-year or a two-year billing cycle for such payments.

This also applies if the current subscription is monthly and you're interested in switching to an annual subscription.

To choose annual payments, follow the steps below:

  1. Log into your cloud site and navigate to Administration > Manage subscriptions.

  2. Under Payment options, select Choose annual payment

  3. Review your billing details. Here, you can update your tiers and plans depending on your requirements.

  4. After reviewing your billing details, you can either follow the next steps to complete your payment or save a price quote for later.

Your annual billing cycle will start from the last day of your current billing cycle. You’ll pay a pro-rated price for the rest of your billing period.

Free plans are not part of an annual billing cycle and will be upgraded to the Standard plan.

If you require a manual quote, contact our Customer Advocates.

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