Below are the most commonly asked questions about purchasing products from the ServiceRocket Marketplace. If you still can’t find what you’re looking for, please contact us.

Evaluations

  1. Is there an evaluation license?

Ordering

  1. Can I pay by Credit Card?
  2. Do you accept purchase orders for products and services?
  3. I can’t add more than one of the same product to an Order – Why not?
  4. How can I request for a quote?
  5. How can I pay for an Order made with a Purchase Order?
  6. How do I view my orders?
  7. What is a SEN number?
  8. I want to order but needs W-8BEN form to be filled?

Licensing

  1. What does ‘per year’ means?
  2. I have an Unlimited user license for JIRA/Confluence but prefer to limit its use to 10 users. Can I purchase a 10 user plugin license?
  3. We have development, staging and production environments. Do we need to purchase multiple licenses?
  4. We have an internal and external instance of Confluence. Do we need one or two add-on licenses?
  5. How do I install the License Key?
  6. How do I view my orders or access my licenses?
  7. Can I purchase a license for more than one year?
  8. What is a Starter License?
  9. What if I want to co-term the licenses to expire on the same date as JIRA/Confluence?

Resellers

  1. How should I checkout as a Reseller?
  2. How do I make sure the customer name is on the license?
  3. Why isn’t my discount reflected in the order?
  4. I am a reseller. Do I qualify for a discount?
  5. I want to be a reseller but I am not an Atlassian Expert?

Renewals

  1. How do I renew?
  2. I renewed the product. Where does it show the new expiry date?
  3. How many years can I renew?
  4. I currently own a Scaffolding, Reporting or Composition license under Confluence 3.5. Does that constitute a renewal?
  5. Can I still renew after expiry?
  6. If I renew three months after expiry, would the 12 month license start from the date of renewal?
  7. What if I don’t renew?

Community and Academic

  1. Do you provide discounts or licenses for Not-For-Profit organizations?
  2. Will Community Licenses expire?
  3. Is there a special price for Academic institutions?

Refund, Upgrades and Downgrades

  1. I no longer use the license. Can I get a refund?
  2. I want to upgrade six months after my initial purchase. What happens to the remaining 6 months?
  3. I want to downgrade JIRA/Confluence from Unlimited to 500 users. Do I need a new License key?

Download

  1. How do I download my license?

Change

  1. The previous licensee no longer works for me. How can I change the licensee?
  2. Can more than one of us have access to the license?

Evaluations

Is there an evaluation license?

Yes. All commercial products come with Evaluation license. Just click on either a quick “Evaluate” button or an “Eval or Buy” button in the product page and choose Type = Evaluation.

Ordering

Can I pay by Credit Card?

Yes. We accept all Credit Cards.

Do you accept purchase orders for products and services?

Yes, but only for orders over $1000. When checking out the products purchased please select “Purchase Order” option and you will receive an invoice. Once invoice is paid, the license keys will be released for download.

I can’t add two of the same product to an Order – Why not?

It’s a limitation in our current system. We automatically generate license keys in a back-end system and it can only handle 1 of each product type per order.

How can I request for a quote?

Send an email to licensing@servicerocket.com indicating the product you need the quote for, quantity, number of users and duration.

How can I pay for an Order made with a Purchase Order?

You can pay for an invoice through a mailed check or bank transfer. Payment details are available on the first page of the invoice.

How do I view my orders?

Please click on My Account at the very top of this page and login. You should see your orders under My Order History.

What is a SEN number?

This is the Atlassian Support Entitlement Number and can be obtained from your JIRA/Confluence’s System Information page.

I want to order but needs W-8BEN form to be filled?

Forms are available here.

Licensing

What does ‘per year’ means?

Standard purchases are based on subscription valid for 12 months. Once the license expires the add-on will cease to operate and the license will need to be renewed for you to continue using the add-on.

I have an Unlimited user license for SFJIRA but prefer to limit its use to 10 users. Can I purchase a 10 user license?

No. Similar to other JIRA/Confluence add-ons, the user tier of the add-on license must match or be higher than user tier of the license of JIRA/Confluence into which it is being installed.

We have development, staging and production environments. Do we need to purchase multiple licenses?

You only need to purchase a license for your production instance. You can use the same license for your development and staging instances.

We have an internal and external instance of Confluence. Do we need one or two add-on licenses?

Two. You need an add-on license for each production instance of Confluence.

How do I install the License Key?

Please refer to the Getting Started guide for the add-on in docs.servicerocket.com.

How do I access my licenses?

Please click on My Account at the very top of this page and login. You should see your licenses under My Licenses section.

Can I purchase a license for more than one year?

No. You will not be able to do that in one order. You need to order the product first, then renew it. Please refer to the Renewal section of this FAQ for more information.

What is a Starter License?

Starter License is a 10-user license that can only be installed on an instance of JIRA or Confluence that supports up to a maximum of 10 users only.

What if I want to co-term the licenses to expire on the same date as JIRA/Confluence?

You can send an email to our licensing team. We shall prepare a quotation that you can Checkout. The price will be pro-rated based on the expiry date.

Resellers

How should I checkout as a Reseller?

Once you click “Add to Cart”, you will be directed to Shopping Cart page. Please enter your Reseller Coupon Code in “Add Coupon” field. It will automatically recalculate the Total. Click on the uparrow on the “Checkout” button and choose “Checkout as Reseller”. You are going to need to fill in the Shipping Information with the end-user details.

How do I make sure the customer name is on the license?

Make sure you enter the customer details into the shipping information when checking out.

Why isn’t my discount reflected in the order?

Please enter the Coupon Code and click Add Coupon when checking out.

I am a reseller. Do I qualify for a discount?

Please refer to our Reseller program

I want to be a reseller but i am not Atlassian Experts?

If you are not an Atlassian Expert you still can purchase on behalf of your customer but there won’t be any reseller discount. Please refer to above on How should I Checkout as a Reseller.

Renewals

How do I renew?

Go to My Account. Click on Details next to My Licenses. Click Manage License on the Digital ID and you should be able to add renewal to your cart.

I renewed the product. Where does it show the new expiry date?

The license will be extended on the Digital ID you renewed on. Go to My Account. Click Manage License and you should be able to see the extended expiry date.

How many years can I renew?

You can renew up to a maximum of three years from the current date. If you need to renew to a specific date please email our support team.

I currently own a Scaffolding, Reporting or Composition license under Confluence 3.5. Does that constitute a renewal?

We officially commercialized these add-ons starting with Confluence 4. If you have not purchased the individual add-ons from our site, this would constitute a new license purchase

Can I still renew after expiry?

Yes. The add-on will not work after expiry until you renew and install the new license key.

If I renew three months after expiry, would the 12 months license start from the date of renewal?

The 12 months would run from the date of previous expiry and not from the date of renewal.

What if I don’t renew?

The add-on will stop working upon expiry of the license.

Community and Academic

Do you provide discounts or licenses for Not-For-Profit organizations?

Yes! we have a Community License program.

Will Community Licenses expire?

All Community License issued will expire yearly and will need to be renewed. Please refer to our Community License program.

Is there a special price for Academic institutions?

This is not available. Academic institutions needs to purchase the products at regular prices like other organizations.

Refund, Upgrades and Downgrades

I no longer use the license. Can I get a refund?

You can request for a refund or exchange/upgrade up to 30 days after original product date of purchase. After 30 days refunds will not be available.

I want to upgrade six months after my initial purchase. What happens to the remaining six months?

The credit for existing license is already factored into the upgrade price.

I want to downgrade JIRA/Confluence from Unlimited to 500 users. Do I need a new License key?

You do not need to get a new license key. The same license key will work without any issues.

Download

How do I download my license?

Go to My Account > Details. Click on Download.

Change

The previous licensee no longer works for me. How can I change the licensee?

Please create an account and send the Digital ID and email address of the new contact to our licensing team. We shall verify by including the original licensee in our communication. The new Permitted Contact will be informed once access is created.

Can more than one of us have access to the license?

You can request for additional Permitted Contacts. Please create an account and send the License Digital ID and email address of the new contact to our licensing team. We prefer the email to come from a Permitted Contact.