Jira Service Management Plans in Detailed
1. Free Plan
- Target Audience: Small teams or individuals just getting started.
- Users: Up to 3 agents (the people who can manage service requests).
- Key Features:
- Customer Requests: Unlimited customer requests (customers can submit tickets without limits).
- SLA Management: Not available.
- Incident Management: Basic.
- Automation Rules: 1 project, limited to 500 monthly executions.
- Reports and Dashboards: Basic reporting only.
- ITSM Features: Basic.
- Knowledge Base: Integration with Confluence but requires a separate paid subscription.
- Security and Compliance: Basic security and permissions.
- Storage: 2 GB file storage.
- Support: Community support.
2. Standard Plan
- Target Audience: Growing teams with more advanced needs.
- Users: Unlimited agents (billed per agent).
- Key Features:
- Customer Requests: Unlimited customer requests.
- SLA Management: Available, allowing teams to define and track SLAs.
- Incident Management: Full incident management, with post-incident reviews and root cause analysis.
- Automation Rules: Limited to 500 monthly executions per paid user, shared across projects.
- Reports and Dashboards: Standard reporting, including customizable queues and metrics.
- ITSM Features: Full-service request, incident, problem, and change management.
- Knowledge Base: Integration with Confluence.
- Security and Compliance: Basic permissions, access controls, and audit logs.
- Storage: 250 GB file storage.
- Support: 9/5 standard support (business hours).
3. Premium Plan
- Target Audience: Teams with complex needs, requiring advanced features and more robust support.
- Users: Unlimited agents (billed per agent).
- Key Features:
- Customer Requests: Unlimited customer requests.
- SLA Management: Advanced SLA management with support for complex conditions.
- Incident Management: Advanced incident management, including proactive problem management.
- Automation Rules: Global and multi-project automation rules with unlimited monthly executions.
- Reports and Dashboards: Advanced reporting and customizable dashboards.
- ITSM Features: Full ITSM functionality, including asset management.
- Knowledge Base: Enhanced integration with Confluence and Knowledge Base suggestions.
- Security and Compliance: Advanced security with data residency, IP allowlisting, and encryption.
- Storage: Unlimited file storage.
- Support: 24/7 premium support with 1-hour response time for critical issues.
- Incident Management: Incident swarming (collaborative response) and root cause analysis.
4. Enterprise Plan
- Target Audience: Large organizations needing scale, enterprise-level security, and compliance.
- Users: Unlimited agents (billed per agent, with tiered pricing for large teams).
- Key Features:
- Customer Requests: Unlimited customer requests.
- SLA Management: Same as Premium, with the ability to handle large volumes of SLAs.
- Incident Management: Same as Premium, with incident swarming, root cause analysis, and proactive incident management.
- Automation Rules: Unlimited global and multi-project automation rules with organization-level scope.
- Reports and Dashboards: Advanced, including custom metrics across multiple instances.
- ITSM Features: Same as Premium with enhanced change management and regulatory compliance.
- Knowledge Base: Enhanced Confluence integration across multiple teams.
- Security and Compliance: Advanced, with enterprise-grade features such as SAML SSO, audit logs, and data residency across multiple regions.
- Storage: Unlimited file storage.
- Support: 24/7 enterprise-grade support with priority response and a dedicated account manager.
- Additional: Enterprise-level data governance and scalability for large organizations, including multi-instance support.
Summary of Key Differences:
Feature | Free | Standard | Premium | Enterprise |
Agents | 3 agents max | Unlimited | Unlimited | Unlimited |
SLA Management | Not available | Basic | Advanced | Advanced |
Incident Management | Basic | Full | Advanced | Advanced |
Automation Rules | 500/month | 5000/month | 1000/month/users | Unlimited |
Storage | 2 GB | 250 GB | Unlimited | Unlimited |
Support | Community support | Business hours (9/5) | 24/7 Premium | 24/7 Enterprise |
Security & Compliance | Basic | Basic | Advanced | Enterprise-grade |
To more about Jira Software/Jira Service Management/Jira Work Management/Confluence/Bitbucket maintenance or administrating contact us. If you need assistance on Jira implementation or any guidance on Atlassian product suite, contact us at devopstools@ecanarys.com
Canarys is Atlassian Silver Solution Partner providing DevOps solutions using Atlassian, GitLab, GitHub, Azure DevOps, Kubernetes and other devops platforms for customers, covering over 30+ cities across India, APAC, and USA.