Hello Maria! Daniel from Atlassian Support here.
I've taken a look at the cases your organization has opened with our Customer Advocates team and I see several responses on our end. Based on some discrepancies between the responses, I'm wondering if the problem was simply that the necessary parties weren't receiving emails. Our support system shows that 3 people initially added on the ticket weren't able to receive notifications, but there are 3 people (including yourself) that should have been getting notifications about the most recent responses. At any rate, here's the most recent response from the customer advocate who was working the request:
(I've removed any confidential info specific to your organization)
Atlassian prioritizes product innovation and keeps licensing costs as low as possible for you, so we offer a couple of options as an alternative to assisting in the completion of individual RFIs / RFPs. Our team is here to connect your team to the best product that suits your their needs. Providing completed assessments and/or security questionnaires to individual customers - while something we'd love to do - is difficult for us to scale.
For order <your-order-number> which has Jira Software (Server) <licence-count-removed>, the Atlassian Software License Agreement would apply. Whether these other agreements apply to you depend on your own use-case for the products we offer and the apps/add-ons available on our marketplace. We cannot preemptively determine which of these sets of terms would apply for their intended use of our products.
For example, the marketplace terms of use are only binding on the customer “By placing an Order for an App, or accessing or using the Atlassian Marketplace” (to quote that contract). Atlassian Developer Terms only apply if the customer is developing apps/add-ons to the platform and so on.
Our legal team is not customer-facing and cannot be made available for email exchanges or phone calls. Due to the uniqueness of each of our customers and how they use our products, we’re not able to make informed decisions or interpret our Cloud Terms of Service / Software License Agreement on your behalf.
You can check out our Atlassian - Other Legal page to see our other terms or how they're defined.
As far as the security questions mentioned on Ben's ticket Atlassian has therefore worked hard to generate the below policies in a manner to govern all of our hosted products for all clients. We cannot enter into specific agreements - including completing individual security questionnaires on a per-customer basis. The benefit of this policy is that our purchasing process is simple and fair for all customers, and overhead costs (such as legal fees) are kept at a minimum.
If you require a security questionnaire to be completed, we do have an extensive network of Solutions Partner who not only resell our products but also provide more traditional account management services (such as completing assessments and questionnaires). They specialize in migrations from other systems, custom development, integrations, and hands-on configuration of our tools to fit your specific requirements. Please feel free to browse our Solutions Partner Directory if you'd like to pursue this option, or I'd be happy to provide a direct recommendation.
I hope that helps move things along!
Daniel | Atlassian Team
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.