We understand that change can be challenging, especially when it comes to tools you rely on daily. Today, we’re sharing some important updates to Jira Service Management as part of our promise of transparency with our customers.
To sustain our commitment to innovation and better align with industry standards, we’re updating our pricing and packaging for Jira Service Management Cloud plans. These changes include moving features into our Premium plan and making it easier for customers to track their Assets and Virtual Service Agent* usage with consumption-based pricing. These changes will take effect on October 16, 2024.
*Formerly Virtual Agent
Here’s what’s changing and how we’re supporting affected customers
1. Packaging Updates
Advanced incident, problem, and change management capabilities will be moving out of Jira Service Management Free & Standard and into Premium & Enterprise. We’re making this change to better enable customers to choose the plan that best matches their needs.
All customers will receive an email notice by September 17, 2024, indicating whether they are impacted by packaging changes.
Updates to incident, problem, and change management capabilities across Jira Service Management plans
| Free & Standard plans |
- Incident work category
- Incident queues
- Alerts
- On-call schedules
| Premium & Enteprise plans |
- Incident management
- Conference calls and chat tools
- Major incidents
- Post-incident reviews
- Change management
- Change work category
- Change queues
- Change calendar
- Automated risk assessments
- Integrations with CI/CD tools
- Problem management
- Problem work category
- Problem queues
Grace period information
To support our customers through this transition, those who used any of the moving features between March 9, 2024, and September 9, 2024, will receive a 12-month grace period upon completion of their next billing cycle after October 16, 2024. Once the grace period ends, customers will need to upgrade to Premium to keep using those capabilities.
To view more information about packaging updates, please visit this page.
Atlassian may modify or cancel promotions at any time, and this page does not obligate Atlassian to extend any specific promotions for any specified period of time.
New to Jira Service Management Premium?
Customers who upgrade to Premium can take advantage of all the advanced capabilities this plan has to offer. In addition to incident, problem, and change management, the Premium plan includes:
- AI-powered service and operations features with Atlassian Intelligence
- Virtual Service Agent via Slack and other channels
- Asset & configuration management
- Deployment gating with CI/CD tools
- Advanced alert integrations and incident investigation
- Real-time incident monitoring
- 24/7 support for critical issues
- 99.9% uptime SLA
2. Consumption-Based Pricing for Assets and Virtual Service Agent
We are updating the way we charge for Assets objects and Virtual Service Agent assisted conversations in Jira Service Management Cloud. These changes align with the value these capabilities bring to customers and will allow us to invest more resources into innovation and scale.
These features will be billed based on consumption, effective October 16, 2024 PT.
Included in Jira Service Management Premium and Enterprise plans, customers will be allowed to:
- Store 50,000 Assets objects for free. Above this limit, objects will start at $.05(USD)/object/month with volume discounts applied.*
- Execute 1,000 Virtual Service Agent monthly assisted conversations for free. Above this limit, assisted conversations will start at $.30(USD)/assisted conversation/month with volume discounts applied.*
*To view details on volume discounts for Assets and Virtual Service Agent, please visit this page.
All customers will receive email notice by September 17, 2024 about whether they are affected by consumption-based pricing.
Grace period and advantage plan information
To support our customers through this transition, customer sites that have >40k Assets objects or >800 Virtual Service Agent assisted conversations by September 9, 2024 will receive a 12-month grace period upon completion of their next billing cycle after October 16, 2024. At the end of the 12-month grace period, these customers will be offered a 3-year advantage plan, which offers a gradual transition to list rates. This gradual price ramping is as follows: customers will pay 10% of the cost of Assets and/or Virtual Service Agent in Year 1, 40% in Year 2, 70% in Year 3, and full list price in Year 4.
Check your usage
Customers can check their site usage for Assets objects and Virtual Service Agent assisted conversations by navigating to Settings > Products > Jira Service Management > Feature usage. If you’re projected to exceed the new limits, we recommend optimizing your current usage.
Since launching Jira Service Management, we’ve been on a mission to provide you with a powerful, yet cost-effective ITSM solution. Your feedback and needs have been the driving force behind our innovations, and we’re excited about the roadmap ahead.
If you have questions or concerns about these changes, please don’t hesitate to contact us. We’re here to help you navigate this transition and ensure you continue to get the most value from Jira Service Management.
Frequently asked questions
- What’s on the roadmap for Assets and Virtual Service Agent to justify the changes?
Our near-term roadmap includes significant investments in Assets and Virtual Service Agent, including:
- New channels for Virtual Service Agent including Microsoft Teams, Help Center, Portal, and Web Widget
- Assets reporting for admins
- New data management and analysis capabilities with Assets Data Manager
- Support for 3M Assets objects
- Improved linking of Assets to change and incident management
- What counts as 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 except system schemas. System schemas are schemas used by other features in Jira to store information, such as Services. Products, Entitlements, and Services aren’t charged as part of consumption-based pricing.
You can track the number of Assets objects across all schemas in your site in the Feature Usage dashboard. Learn more here.
- What counts as 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 do I know if I’ll receive a grace period?
Your email notification on September 17, 2024 will have indicated whether or not you are eligible for a grace period.
- How does the grace period work if I am on a multi-year contract?
If your next renewal is on or after October 16, 2025, you will not be eligible for a grace period at the time of renewal. You will maintain access to the impacted features until the time of your renewal.
If your renewal is before October 16, 2025, you will receive a grace period for the duration of your next contract term. You will maintain access to the impacted features until the end of your grace period.
To view more frequently asked questions, please visit this page.