Anyone else receive a 30% increase in price despite being told it would be 5-10%?

[Robert Jerina]

We received our OpsGenie invoice for the year. We were surprised because we were told in October that it would be a 5-10% increase in cost, which we planned for. However we were invoiced for a 30% increase in cost! 

Support has been pretty much useless. They tried to feed us some BS about it being a 10% increase across all three user tiers we're in, but that doesn't equal 30% because that is not how math works thankfully. However support is sticking by this and basically told us tough luck. So now I guess we need to look for alternatives since Atlassian's billing support doesn't know how to do math and can't tell us why we have a 30% increase in price instead of 10%.

Anyone else going through this right now?

[Kate Clavet]

Hi there @Robert Jerina , thanks for reaching out. In addition to the general emails sent out to all customers affected by the price increase, Opsgenie customers on plans like yours received an in-app notification explaining the specifics of the increase to their account. It looks as if you are on a “legacy plan” which refers to a plans available to customers prior to Atlassian acquiring Opsgenie in 2018. Until the price increase you mention the prices of Opsgenie had not changed in 6 years, this increase was meant to bring customers closer to market prices. I hope this helps.

[Ian Cervantez]

I'm being told that on February 11th (2025), OpsGenie will enter a "read only" mode.  Moving forward, Atlassian expects you to create tickets in Jira Service Management to be able to start an incident (and even then, you have to navigate screens that are difficult to locate, and open up hidden context menus to actually start it).

Creating tickets to start an incident is just wild for a user experience.  Because all of the custom fields in the settings that apply to "company projects" in Jira, it adds a whole bunch of mess to the process of trying to start an incident.  We timed my incident response team on the new process and it took 11 minutes.  Stop and try to fathom that for a second, during a critical event like a downtime situation our team is going to spend 11 minutes trying to spin up and incident and get responders on the line to resolve the issue.  Just totally unacceptable, Atlassian.

[Kate Clavet]

Hi @Ian Cervantez ! Thanks for trying to lend a helping hand here. Allow me to clarify a few things.

Customers like Robert who are using Opsgenie standalone are not part of the group of customers being told to move and their Opsgenie will not enter read only mode in February 2025. 

Customers who are using Opsgenie and Jira Service Management on the same site (same billing etc, also referred to as bundled) are the ones who are being asked to move. The reason for this is that instead of having to context switch between the two solutions they can enjoy the new, streamlined experience you see here. 

I'd love to hear a bit more about your use case and how you're using Jira Service Management to respond to incidents. 11 minutes is a long time and makes me think there are probably some missed opportunities here. Let me know if you'd be open to setting up a call. 

Best,
Kate