Ordering FAQ

Find answers to common questions about ordering your Enterprise Hosted instance here. For each question, we display the first few lines of the answer. Click a link to see the full text for each entry.

• Changing Payment and Credit Card Details — Login to your Atlassian account as the account holder. Under the licenses section, select your hosted product to expand it. Find the credit card field and use the 'edit' option to change it. The next card will be billed at your next billing cycle.
• Non-Payment and Expiry — In the event that a credit card payment for a commercial instance fails, Atlassian will email the account holder to try and resolve the payment problem. You have a 14 day grace period to contact us and resolve the payment issue. Simply email sales@atlassian.com or open a support case to request that we retry or provide an alternative credit card. If we haven't heard from you by the time the grace period elapses, the instance will be considered abandoned and removed permanently.
• Ordering Process Overview — If you order using a credit card:
• Pricing for Enterprise Hosting — The monthly or annual fee for Enterprise Hosting depends on the number of users on your site and the amount of available storage space. Please refer to the pricing details on our website for Confluence and JIRA. If you have questions or concerns, please contact us.
• Using Custom Domain Names and SSL — If you have an existing domain name that you would like to use, please have your DNS pointed to the IP address provided. Please also create a ticket on our Support site to have our servers be ready to accept your domain name and point it to the correct instance.
• Downgrading to Fewer Users — To organise a downgrade, please open a support ticket in the Enterprise hosting project. This will take effect from your next billing cycle and may take a few days to organise as this process is currently manual.
• Upgrading to Add More Users — To add more users, simply log into my.atlassian.com, and you will see a section entitled 'Hosted Products'. If you select the Enterprise Hosted account, and click 'Manage', you will then have an option to upgrade. The application will automatically calculate your existing credit, and if you decide to upgrade, process the transaction immediately.
• Account cancellation — If your service has been cancelled, either voluntarily by you or by the Atlassian team (e.g. for Non-Payment and Expiry), your site will be removed. If you wish to re-enable your service, please log into your account at http://my.atlassian.com and renew your license.
• Purchasing add-ons

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