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Advisory Services Policy
Advisory Services Policy
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Effective starting: January 8, 2025
This Advisory Services Policy (this “Policy”) supplements the Atlassian Customer Agreement, or another agreement entered between Customer and Atlassian (the “Agreement”) and governs Atlassian’s provision of advisory services in connection with Atlassian Products (“Advisory Services”). This Policy controls in the event of a conflict with the Agreement. Capitalized terms used and not defined in this Policy have the meanings given to them in the Agreement.
Advisory Services include (a) standalone service offerings (such as plays, assessments and workshops) (“Catalog Services”) and (b) subscription plans (“Subscription Services”). A full description of the Advisory Services offerings is available here, as updated from time to time. The scope of particular Advisory Services is indicated in the Order and in the applicable Advisory Services datasheet (available via the link above).
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 of Advisory Services), 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 specified 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.
Tier of Subscription Services
Hours per Three-Month Period*
Essential
Hours per Three-Month Period*
60
Signature
Hours per Three-Month Period*
140
Elite
Hours per Three-Month Period*
230
- Hours not consumed in a given three-month period cannot be banked, accumulated or saved for subsequent periods
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.