Our Approach to Customer Contracts
Atlassian’s business and offerings span a number of different products, services and deployment types:
- Our product suite includes Jira, Confluence, Bitbucket, Loom and Trello.
- We offer a number of Advisory Services to supercharge your use of our products.
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We support multiple subscription-based deployments, with hosted offerings (aka “Cloud”) and self-managed offerings (aka “Data Center”).
In line with our commitment to Build with Heart and Balance, we have drafted one customer contract – the Atlassian Customer Agreement – to cover all of these offerings. The Atlassian Customer Agreement is short, easy to understand, and tailored to our business and offerings.
Our products adhere to an enterprise set of controls and policies that meet a range of international standards and market expectations because we know security, privacy and reliability are important to our customers. The Atlassian Customer Agreement and its supplemental terms (such as our Data Processing Addendum and Security Measures) clearly and accurately reflect the standardized manner in which we provide, support, upgrade, and secure our products across our customer base.
To ensure that our customers spend time on what matters to them (and we’re guessing it’s not going back and forth on legal terms), our Atlassian Customer Agreement is generally more favorable to customers than other software providers' agreements. We are proud of our “Customer Favorable” certification from TermScout – check it out here!
Finally, we periodically update our Atlassian Customer Agreement and supplemental terms to reflect changing business and market practices and incorporate feedback from customers. You can sign up here to receive email notifications of changes to our legal terms.
Please visit our FAQs at the bottom of this page to learn more.
Frequently Asked Questions
We created this FAQ to answer some of the most common questions customers ask about our Atlassian Customer Agreement.
These FAQs are for informational purposes only and do not create any contractual commitments. The responsibilities and liabilities of Atlassian towards its customers are governed by the relevant agreements between Atlassian and its customers, and these FAQs are not part of, nor do they modify, any agreement between Atlassian and its customers.
| Yes, in addition to the Atlassian Customer Agreement, Atlassian updated the following terms and policies as of April 1, 2024 (to apply as of a customer’s next order or renewal): * We know that our customers care about AI and Atlassian Intelligence. So, we want to make it clear that we updated the Atlassian Intelligence terms to match the drafting style and defined terms of our Atlassian Customer Agreement. We have not changed the ways we use customer inputs or outputs of Atlassian Intelligence as described in our Trust Center. |
| Yes, the Atlassian Customer Agreement applies to Atlassian’s cloud and data center products. The Atlassian Customer Agreement also applies to Atlassian apps, support, and advisory services, which are subject to additional policies, as detailed in the Atlassian Customer Agreement. The Atlassian Customer Agreement does not apply to third-party products, training services, developer tools, and the use of the Atlassian Marketplace, as described in the Atlassian Customer Agreement. Section references: Sections 1, 7.2, and 21 |
| For clarity, third-party products (as we use that term in the Atlassian Customer Agreement) are not third-party components of the products themselves. Instead, they are separate products or add-ons that can be used with our products only at the election of the customer (including, for example, third-party apps on the Atlassian Marketplace as discussed below). Section reference: Section 7.2 |
| The Atlassian Customer Agreement will govern any apps that are published by Atlassian as a vendor in the Atlassian Marketplace (see here for a list of apps by Atlassian). However, the Atlassian Customer Agreement does not apply to any other apps, which would be considered third-party products under the Atlassian Customer Agreement and governed by the terms of the customer’s agreement with the applicable third-party provider. Please see Marketplace Apps - Cloud Trust for more information regarding the third-party apps available on the Atlassian Marketplace. Section references: Sections 1, 7.2, and 21 |
| Yes, the Atlassian Customer Agreement will govern a customer’s use of the Atlassian products even if they have purchased through a channel partner. The Atlassian Customer Agreement will not apply to any services provided by the partner. Section reference: Section 10.1(b) |
| The use of Atlassian Intelligence is covered by the Atlassian Customer Agreement and the AI Terms displayed in the Product-Specific Terms. For more information on Atlassian Intelligence, visit the Trust Center. Section reference: Section 21 |
| Atlassian customers may subscribe at the form linked here to receive notifications from Atlassian about updates to Atlassian Sub-processors and the following legal terms and policies:
Section reference: Section 20.5(c) |
| The Data Processing Addendum forms a part of the Atlassian Customer Agreement (and doesn’t need to be signed separately). Section references: Sections 4.1 and 21 |
| Atlassian provides support for the products purchased under the Atlassian Customer Agreement, as further described at Atlassian Support Offerings | Atlassian Support | Atlassian Documentation. Atlassian also provides advisory services so customers can get a better understanding of their Atlassian footprint and help them optimize their use of Atlassian products, though Atlassian does not provide hands-on-keyboard professional services. The advisory services offering is further described at Enterprise Support and Services Term of Use | Atlassian. Section references: Sections 8 and 21 |
| The definition of users is purposely broad to include employees of affiliates, third-party contractors, partners, etc. Section references: Sections 3 and 21 |
| We make it easy for customers to retrieve data as all products have built-in functionality allowing data to be exported in a common format. For more information about the process for exporting data, please see Track storage and move data across products | Atlassian Support. Section reference: Section 4 |
| As a public company, Atlassian maintains and enforces its own Code of Business Conduct and Ethics that has been approved by its Board of Directors. Atlassian’s Code of Business Conduct is more applicable to its role as the provider of the Atlassian products and, with 300,000+ customers, Atlassian is not able to agree to any individual customer’s code of conduct. Section reference: Section 20.2 |
| Please refer to What are the different types of admin roles? for more information regarding the different administrative roles available in your Atlassian account. |
| Please send any required purchase order numbers to [email protected]. Please see How to Pay for more information regarding payment for your Atlassian products. |
| This topic is covered in detail in our product-specific pages in our Documentation. Specifically, please see What are project roles in Jira Service Management? for more information regarding service desk customers in Jira Service Management and Share your instance externally with anonymous access for information on how to share content with people who don’t have licensed access to your Confluence instance. Other products may also permit for different user types, as detailed in the Documentation. |
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