Last updatedJul 9, 2018

Top Vendor program

Top Vendors have displayed outstanding performance and commitment to the Atlassian Platform through exemplary app quality, reliability, and customer support. The Top Vendor icon signifies the high quality of your app and exceptional customer service that helps customers feel confident in their decision to try and buy your products. Atlassian vendors that sell at least one paid-via-Atlassian app in the Marketplace can apply to become a Top Vendor. Once your application is approved, all of your apps will display the Top Vendor icon.

Objective

This program gives recognition for vendors who have set the bar for excellence in app development and provide exemplary customer experiences.

Requirements

This section details the entry level requirements for Top Vendor program.

RequirementDetails
Sell at least one paid-via-Atlassian appThe Top Vendor program requirements apply to paid-via-Atlassian apps. You must sell at least one paid-via-Atlassian app to become a Top Vendor.
Your paid-via-Atlassian app versions are installed in at least 500 active instances

At least 500 actively used product instances must report installation of your paid-via-Atlassian app versions. This is measured by the Universal Plugin Manager (UPM), which reports actively used host products (like Jira or Confluence) that have your apps installed.

Provide documentation for all paid via Atlassian apps

Provide a documentation URL for all paid via Atlassian apps.

Provide a support URL for all paid via Atlassian apps

Customers should be able to access your support URL and see a clear way to get support for your app — file a ticket, email your support team, or other ways to contact you. Your support URL should be hosted under your vendor name domain.

Offer support at least 8 hours a day, 5 days a week in your local time zone for all paid via Atlassian appsSupport hours can be any time, relative to your local timezone.
Publish and adhere to an SLA statement

Publish and adhere to a service level agreement (SLA) outlining your support and service level terms, available via URL. Your SLA should include: 

  • Support hours that match what you have listed on the Marketplace
  • Holidays
  • Response time expectations
Use an issue tracker like Jira to resolve and track customer-reported bugs and feature requests, for all paid via Atlassian appsYou don't need to use an Atlassian product to track your issues, but some kind of tracker to keep on top of customer-reported bugs and improvement requests.
Provide Atlassian with 24/7 emergency contact informationProvide an email address and phone number to Atlassian just in case we need to contact you for emergency support issues, such as those involving customer data loss or downtime. This information will only be used by Atlassian and will not be shared with customers. If something goes wrong, we should be able to reach you via this contact information 24/7. This information will be verified when reviewing the application.
Your site, Marketplace listing, and support documentation is available in EnglishThe documentation should be spell checked and easy to understand.
Your app listings must follow Atlassian Marketplace brand guidelinesRefer to Atlassian Marketplace [brand guidelines](/platform/marketplace/building-your-presence-on-marketplace).

Additionally, Top Vendors who have excelled in the quality of app development and dedication to our customers as witnessed by their success are automatically enrolled in the Gold and Platinum tiers of the Top Vendor program.

Gold Top VendorPlatinum Top Vendor
Most popular app must be available on cloudMost popular app must be available on cloud
$2 million (USD) + annually$3 million (USD) + annually

Sales are calculated for the Atlassian fiscal year July 1 - June 30, based on the sale price to the customer as seen in your vendor report found in the Marketplace portal.

Benefits

All of your apps in the Atlassian Marketplace display the Top Vendor icon. This icon showcases the quality of your app and level of customer service that helps customers feel confident in their decision to try and buy your products.

Top VendorGold Top VendorPlatinum Top Vendor
Marketing
  • Top Vendor icon on all Marketplace apps
  • Top Vendor icon on all Marketplace apps
  • Gold Top Vendor badge on all Marketing material
  • Premier access to Atlassian marketing
  • Top Vendor icon on all Marketplace apps
  • Platinum Top Vendor badge on all Marketing material
  • Premier access to Atlassian marketing
  • Partner training
  • Partner portal vendor guide
Premier access
  • Account manger
  • Ecosystem council
  • Account manager
  • Ecosystem council
  • Custom analytics
Events
  • Early Summit sponsor notice
  • App Week premier access
  • Early Summit sponsor notice
  • App Week premier access
  • Demos to account managers and other
Support
  • Advanced customer support assistance

How to apply

You can apply to become a Top Vendor directly from your vendor profile in the Marketplace. First, ensure you meet all requirements. Then, here's how to apply:

  1. Log in to Atlassian Marketplace with your vendor account.
  2. Click Manage vendor account from the profile menu in the upper right.
  3. Click Top Vendor program from the horizontal navigation bar. 
  4. Ensure all requirements show READY under the Status column.
  5. Click Apply for Top Vendor in the upper right-hand corner of the screen.  You'll see a confirmation modal advising that your request has been sent. Our friendly Marketplace team will respond in 5-15 business days.
  6. Your current Top Vendor status is always visible on this page in your vendor profile.

If you meet the requirements of a Gold or Platinum Top Vendor, there is nothing you need to do. Your team will receive a welcome email with all of the resources available to you as a program member, including your Top Vendor badge. Your membership is annual based on the fiscal year from July 1 - June 30 of the following year. It's that simple!

Resolving a flagged status

If you see a message that your profile is flagged, this can mean one of two things: 

  • A customer has filed a complaint, and we need to follow up to verify that you meet our requirement(s).
  • We automatically check metrics periodically to make sure our Top Vendors are current. One or more of the above requirements came back as unmet, so we need you to make requisite changes and reapply.

If you're flagged, our Marketplace admin sends you an email outlining what fields need modification. During this period, customers still see the Top Vendor badge on your apps. When you've modified the fields, our admin is automatically alerted to review your Top Vendor status. After you make changes to the requisite fields, you'll see the lozenge in table turn from FLAGGED to PENDING REVIEW. Once we've reviewed them, the lozenge will change back to APPROVED.

Three strikes

You can lose Top Vendor status, though it is not a permanent invalidation. We measure performance of timeliness and reliability primarily through customer reports. If your customers have:

  • flagged three complaints regarding SLA breaches
  • each of those complaints were validated as actual and serious breaches
  • all three validated breaches occur within a six-month period

then you will lose Top Vendor status and will have to re-apply after a three month wait. You will need to supply proof of changes to resolve the subject matter of the breaches at the time of reapplying.

Reapplying

If you applied to the Top Vendor program and were rejected, or if you lost Top Vendor status, you can reapply at any time.