Upgrading when pricing tiers (agents) are different

Question

So, hypothetically, an institution is thinking of upgrading Jira Service Desk from 250 to the next level, which is unlimited (in reality the number of agents will be under 300). Jira software is at 250 and does not need to change. We have five add-ons, all at 250.

Can we upgrade Jira Service Desk to the next tier (unlimited) and

Leave Jira Software at 250, and

upgrade addons to 300 or so to match our actual use?

Thanks!

Nic Brough -Adaptavist- · Answer

Indeed, but it sounds like you may have an unusual set up.

I would be questioning why you've got only 250 on Software, while seeming to need so many Service Desk agents - do you really have 250 agents?

Stacey E. Kimmel-Smith · Answer

So the issue is the lack of more granular tiers. If an institutions needs to increase Service Desk from 250 to 300 users. Jira SD pricing goes up, for course. But some of the add-ons have unlimited pricing that is dramatically higher -- for example, the add-on Insight goes from under 10K for 250 users to $35,000 for unlimited. It's a big jump and just does not seem like good business.

Nic Brough -Adaptavist- · Answer

You can leave Software at 250, while licensing Service Desk at a higher tier.

I suspect that as you will have unlimited SD users, you'll need the apps to match - they can't be just 300, they'll need to go unlimited.