Customer Exit Procedure
If a contract between Atlassian and one of our customers using our cloud products ends, customer data will be removed from our cloud environment according to the timelines below.
Scenarios where customer contract can end include:
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Missed payments: Where an existing customer misses a payment for their product subscription (whether monthly or annually);
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Subscription cancellation: Where an existing customer cancels their subscription;
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Evaluation period ends: Where the trial period for a customer evaluating one of our products chooses not to proceed to a paid subscription.
Missed payments
Where a customer misses a payment or the payment cannot be made, they are unsubscribed from all products 15 days after the due date for the payment. Once this occurs, their data is retained in cold backup for 60 days, after which it is deleted. Customers can ensure their data is not deleted by rectifying any missed payments within the 15 days. It is not possible to restore customer data after this timeline even if payment has been made.
Subscription cancellation
If a customer ends their subscription intentionally, customer data is deleted 60 days after current subscription period ends (for paid sites).
For Jira, if a customer unsubscribes from one Jira product (e.g. Jira Software) and retains another (e.g. Jira Service Desk), their Jira data will be retained. This includes situations involving evaluations; if the evaluation period for one Jira product ends, but the customer still has other Jira products on their subscription, their Jira data is retained. However, if they unsubscribe from all Jira products, their Jira data will be deleted immediately.
Similarly, if a customer removes Confluence from their Atlassian product subscription, this will immediately delete their Confluence data and remove Confluence access for all users.
Evaluation period ends
Where a customer’s evaluation period ends, and they choose not to proceed with a paid subscription, their data is deleted after 15 days (for evaluation sites)
Once customer data is deleted in any of the above scenarios, it cannot be recovered.
Data Destruction
Your data will be deleted 15 days (for evaluation sites) or 60 days (for paid subscription sites) after you have been unsubscribed due to missed payment for an Atlassian product subscription or you cancel your subscription.
What happens if I miss a payment or cancel an individual product subscription?
If payment fails for your Atlassian product subscription, you will be unsubscribed from all products 15 days after the payment due date, at which point users will no longer be able to access the product.
Canceling your Atlassian product subscription will prevent any further site renewals from being processed. Your site will remain accessible until 15 days after the end of your current subscription period, at which point your site will be deactivated.
Data retention
Your site will be deactivated 15 days after the end of your current subscription period. Atlassian retains data for deactivated sites for 15 days (for evaluation sites) or 60 days (for paid subscription sites) after the end of your current subscription period.
Evaluations for individual products on an annual Atlassian product subscription last for 30 days. If we fail to receive payment, you will be unsubscribed from Jira and Confluence products 17 days after the payment due date, at which point users will lose access to Jira and Confluence.
Confluence data will be deleted 15 days after the product is unsubscribed. If your evaluation for one Jira product (e.g. Jira Service Desk) ends but you still have other Jira products (e.g. Jira Software) on your annual subscription, your Jira data will not be deleted. Jira data will only be deleted if you unsubscribe from all Jira products.
Your data cannot be recovered after it's deleted. We strongly recommend creating a Confluence site backup or Jira site backup, as noted below.
