Problems with Customer Service/Quotes

[Judy Julien-Alexander]

Hi everyone,

Has anyone had a problem with Atlassian customer service when it comes to getting quotes? I am trying to get academic pricing and I'm getting quotes that are charging more than it should. Instead of getting an answer or the issue resolved, my tickets get closed. 

Judy

[Susan Waldrip]

Hi @Judy Julien-Alexander , Atlassian support gets so many tickets that, in my experience, they sometimes don't read the request completely or correctly. I think if you respond to their email that says they've closed the ticket, that will reopen it and, again in my experience, it will get escalated to someone who gives it another try.

Just wondering, have you looked at the Pricing page for the product you want? There is some info about academic pricing (we have it) and it's usually 50% off the "retail" price, except Guard (and maybe others?) which can be free depending on your situation. Apps are often also discounted for academic institutions.

[Judy Julien-Alexander]

I did reach out and they provided a response that didn't answer my question and my ticket was closed again. I did look at the pricing page which is how I know it was incorrect. The issue is that they are trying to charge me for a full year even though the quote states for 6 months. I'm still trying to work it out and have spoken to a sales rep who doesn't seem to much help. 

[Judy Julien-Alexander]

This time, the ticket was set to resolved without getting a response. Does anyone know if there's a manager that this can be escalated to? There's clearly a problem when I'm getting so many likes on this post.

[Barbara Szczesniak]

@Judy Julien-Alexander If you go to this section on this page (https://www.atlassian.com/licensing/purchase-licensing#do-academic-institutions-receive-special-pricing), it lists the:

• requirements to qualify for the discounts
• amount of discount available for different products

If you are interested in a Cloud plan, you can go to the pricing page and enter the number of users (Team size) and select the Bill me Monthly option to get the cost per user per month for the plan you're interested in. You can then apply the discount level to calculate your total for 6 months.

If you are interested in a Data Center plan, there is a link to calculate your costs.

Then, at the bottom of the section, there is a link to the Atlassian Academic License Request Form, which you can use to apply.

It may be that this pricing is not available if you only want 6 months, but you can also chat with the Atlassian Customer Advocate Team on this page.

Hope this helps.

[Judy Julien-Alexander]

Hi @Barbara Szczesniak ,

Thanks for the suggestions. I already have academic licensing. I was just getting a quote to upgrade to the premium plan. It was the Atlassian rep who quoted me for 6 months but tried to charge for a year. Since I posted this, they admitted that it was a calculation error on their part. However, I'm still waiting for the correct quote.

Judy