Licensing FAQ fact finding mission

Hey All,

The Marketplace support team is working on revamping our knowledge space in https://developer.atlassian.com, one of the pages we’ve identified as having a good ROI is the Licensing FAQ. We feel like there’s a ton of information that can be added here to answer a lot of questions we see coming in through our Service Desk. We get the impression that sometimes licensing on Marketplace feels a bit like a black box, we want to crack that open and outline how some of these processes work.

We’ve already pulled together a list of questions/topics we want to add, but we’d also like to hear from the community on anything specific you would like to see explained better. We will add these then as candidates for inclusion on the page.

What we have so far:

  • Extended License durations, because of; Open Quotes/extensions, Licence refunds or concessions, partner discounts, etc
  • Co terming
  • Mid-month app subscription initiation
  • Trial extensions?
  • What is the reason for the license being priced the way it is? (typical license calculation examples)
  • Grandfathering
  • License is showing as active, but the license is actually expired
  • Loyalty and multi-year discounts
  • Community, academic, open-source licensing
  • Promo codes
  • Access to apps for sandbox instances
  • Free cloud access requests
  • Grace period after the trial is expired
  • Changes from free to paid - can customers keep using the free version?
  • Cloud trial flow

Just to set the expectations, this isn’t a thread where we’ll be providing answers to the above questions, this is just for us to capture what information you think would be useful to have explained in more detail related to licensing on the Marketplace.

Looking forward to hearing your suggestions!

Cheers,

The Atlassian Marketplace Support Team

8 Likes

Given the conversations I’ve had so far, I’d say the following are on top of the list:

  • License is showing as active, but the license is actually expired
  • Loyalty and multi-year discounts
  • What is the reason for the license being priced the way it is? (typical license calculation examples)
  • Extended License durations, because of; Open Quotes/extensions, Licence refunds or concessions, partner discounts, etc

Anyone agree?

2 Likes

Sounds like a great idea! We’re regularly scratching our heads on licenses and transactions…

License is showing as active, but the license is actually expired

I’d add: License is showing as expired, but the license is actually active :slight_smile:

1 Like
  • Grace period, when paid license is expired

  • How the customer should by the app. Official guide with all current options included. Ideally with a link that won’t change in a foreseeable future, so vendors could use it in conversations with customer and in the documentation

  • why canceled subscription doesn’t change/mean anything? The app still works as before, it just the timer is stopped.

Is the fix here to improve the FAQ? Or is the fix here to show better data to Partners in the first place?

I am worried that by expanding the FAQ, the priority of improving data / ux will be seen as lower which is not the case for me. The FAQ is yet another document a vendor has to remember and reference.

1 Like

To be honest, personally I would rather see Atlassian spent time on other things. We check for lic=active and that’s it and I’m OK with that. The whole premise of PvA is that I don’t have to think about licenses

2 Likes

@remie, @boris - the FAQ is an initiative by the Support team, it has no bearing on the work the MPAC Product team is already working on as part of the data migration. We receive a lot of requests from partners around licensing issues which could be alleviated by just having how everything works documented better.

1 Like

:+1:
If it helps you avoid getting support requests, go for it!

Or *License is showing as active, but the license not working. :grin:
This is a common question for server licenses that customers expected to be perpetual - hence should be working even if expired. :man_facepalming:

cc: @chparker I can share 1 or 2 tickets through slack if you need a sample.
The revamp will definitely help a lot.
Thank you all here!