Advisory Services Policy

1. Subscription Term and Consumption Period

1.1. Subscription Services. Subscription Services begin on the start date indicated in the applicable Order and are provided on a continuing basis for the duration of the Subscription Term. Any Subscription Term for Advisory Services may only be renewed by mutual written agreement of the parties. Any renewal terms and conditions, including pricing, are subject to change.

1.2. Catalog Services. Catalog Services must be consumed within 12 months from the date of the Order. After this period, Customer will no longer have any access to the Catalog Service.

2. Availability of Advisory Services Representatives

Advisory Services are offered during Business Hours (as defined below) and are delivered by Atlassian product specialists such as engagement managers, solution strategists and/or technical architects (each, an “Advisory Services Representative”) following a kick-off meeting to be scheduled within 30 days from the date of the Order or the start of the Subscription Term, whichever is later. Atlassian may designate different Advisory Services Representatives to provide Advisory Services (or portions thereof), depending on the particular services and Atlassian Products in scope. Advisory Services may be provided remotely or, for certain types and/or Subscription Services plans, on site, in each case, on a schedule mutually agreed between Atlassian and Customer’s Account Representatives (as defined below). More information regarding on-site services delivery is included in Section 5 (Travel & Living Expenses). For Subscription Services, Advisory Services Representatives will be available to provide the Subscription Services for up to the number of hours per three-month period as stated in the table below. “Business Hours” means 9 am to 5 pm in a mutually agreed primary location for service delivery on any day that is not an Atlassian-designated holiday or weekend in such location.

3. Account Representatives

Customer must designate up to two individuals to serve as key points of contact with the Advisory Services team (the “Account Representatives”). Customer must submit all requests through its Account Representatives, and Atlassian will rely and act upon each Account Representative’s instructions. Customer must ensure that the Account Representatives have baseline technical knowledge of the Products associated with the Advisory Services.

4. Limitations of Advisory Services

Fees for Advisory Services are to secure the availability, and time and effort, of Advisory Services Representatives. Atlassian will use commercially reasonable efforts to provide Advisory Services in a professional manner and to address Customer requests, but Atlassian does not guarantee resolution of such requests. Actual areas of advice and guidance will depend on the ordered Advisory Services, as well as on Customer‘s requests and needs. Topics that are not explicitly listed in an Advisory Services description or in an applicable Advisory Services datasheet are outside the scope of the related services.

5. Travel & Living Expenses

As indicated in the table below, certain plans for Subscription Services, as well as workshop Catalog Services for Jira Align, include on-site services.

6. Catalog Services

6.1. General. Catalog Services are standalone service offerings (such as plays, assessments and workshops) to discuss the design and implementation of Customer’s deployment of Atlassian Products or solutions, as described in the applicable Catalog Services datasheet.

6.2. Jira Align. In the case of workshop Catalog Services for Jira Align, the services include demonstration of how Jira Align will work with a compatible product (like Jira Software) specified here, as updated from time to time (each, a “Compatible Product”). Certain aspects of Catalog Services delivery for Jira Align cannot begin until Customer establishes connectivity between one Compatible Product and one Jira Align instance so that data is able to transit between the Compatible Product and Jira Align (“System and Data Connectivity”). Customer is solely responsible for establishing the required System and Data Connectivity, and Section 1.2 (Catalog Services) applies. In addition, if Customer orders workshop Catalog Services for Jira Align through an authorized partner or reseller, all or any portion of the services may be provided by such partner or reseller.

6.3. Refund Policy. Customer may request a refund for Catalog Services if Customer provides notice to Atlassian via Customer’s Account Representative within 30 days of the date of the Order and before Atlassian has commenced delivery.

7. Change Control Procedure

Changes to an Advisory Services engagement may be made only in writing executed by both parties (a “Change Order”), and Atlassian has no obligation to commence work in connection with any change request until such time. A Change Order is not required for any reallocation by Customer among the various types of Catalog Services available as part of a given Subscription Services plan, provided that (i) Atlassian has not commenced delivery, (ii) such reallocation is among Catalog Services of equivalent medal (as indicated on the relevant datasheet), and (iii) it does not cause a change in the total fee for the Advisory Services as stated on the applicable Order. To request any such reallocation, Customer must provide written notice to Atlassian via Customer’s Account Representatives, which request Atlassian may confirm or deny in its discretion.