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Jira Service Management – Different Plans & Features Comparison

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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:

FeatureFreeStandardPremiumEnterprise
Agents3 agents maxUnlimitedUnlimitedUnlimited
SLA ManagementNot availableBasicAdvancedAdvanced
Incident ManagementBasicFullAdvancedAdvanced
Automation Rules500/month5000/month1000/month/usersUnlimited
Storage2 GB250 GBUnlimitedUnlimited
SupportCommunity supportBusiness hours (9/5)24/7 Premium24/7 Enterprise
Security & ComplianceBasicBasicAdvancedEnterprise-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.

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