Q: What technical support packages does AgileOps offer?

Basic Support - For teams that are skilled in Jira and Confluence and can work directly with Atlassian when they need support. Price: +0% SLA commitment: Atlassian support Payment terms: Pay immediately Standard Support - For teams of more than 25 people who want fast issue resolution, backed by Atlassian Certified Experts from AgileOps. Price: +5% SLA commitment: Monday - Friday Payment terms: Pay within 15 days Premium Support - Priority response and 24/7 handling of urgent technical issues, suited to large businesses with 200 or more users. Price: +10% SLA commitment: Monday - Saturday Payment terms: Pay within 30 days

Q: I buy Service Collection through another partner. Can I switch to AgileOps, and will it affect my Atlassian account?

Yes. You can switch partners. You always own your Atlassian account, and partners can only make payments on your behalf Under no circumstances can a partner access your system without your permission.

Question 1

Who is AgileOps? Which Atlassian services do we provide?

Accepted Answer

AgileOps is an Official Partner of Atlassian, Salesforce, Anthropic, Google Cloud, and HubSpot. Our team of Agile and DevOps experts and software engineers holds IT certifications such as Atlassian Certified Expert, ITIL Expert, Scrum Master, and AWS.

As an Atlassian Platinum Partner and a Cloud Migration & Service Management Specialized Partner, AgileOps offers a wide range of solutions:

License sales, with valid invoices and foreign contractor tax support
ITSM and ESM implementation and configuration
Custom app development to expand Atlassian
On-premises to cloud data migration
Atlassian training programs

Question 2

What do you gain by buying Atlassian licenses from AgileOps rather than from Atlassian website?

Accepted Answer

Business contracts and invoicing
Support with 10% foreign contractor tax payment
Consult and technical help from Atlassian-certified experts with deep experience serving global names like Canon, BMC, Roblox, and SurveyMonkey

When you buy Jira, Jira Service Management (Service Collection), and Confluence through AgileOps, you also receive value-added service promotions based on your number of users.

Question 3

What types of invoices does AgileOps issue?

Accepted Answer

We provide valid financial invoices and handle foreign contractor tax filing & payment for Atlassian, in line with Vietnamese regulations.

Question 4

What is Service Collection?

Accepted Answer

Service Collection is Atlassian’s AI-powered service management suite. It includes:

Jira Service Management
Customer Service Management
Assets
Rovo

It connects support, development, operations, and business teams, from requests and incidents to continuous improvement.

Learn more about Service Collection.

Question 5

Which Service Collection plans are available?

Accepted Answer

Service Collection comes in three plans: Standard, Premium, and Enterprise.

Each plans has its own feature set to match different business goals and needs.

Question 6

What technical support packages does AgileOps offer?

Accepted Answer

Basic Support - For teams that are skilled in Jira and Confluence and can work directly with Atlassian when they need support.

Price: +0%
SLA commitment: Atlassian support
Payment terms: Pay immediately

Standard Support - For teams of more than 25 people who want fast issue resolution, backed by Atlassian Certified Experts from AgileOps.

Price: +5%
SLA commitment: Monday - Friday
Payment terms: Pay within 15 days

Premium Support - Priority response and 24/7 handling of urgent technical issues, suited to large businesses with 200 or more users.

Price: +10%
SLA commitment: Monday - Saturday
Payment terms: Pay within 30 days

Question 7

I buy Service Collection through another partner. Can I switch to AgileOps, and will it affect my Atlassian account?

Accepted Answer

Yes. You can switch partners. You always own your Atlassian account, and partners can only make payments on your behalf

Under no circumstances can a partner access your system without your permission.

	Standard	Premium
ADMIN & OPERATIONS
Storage	250 GB	Unlimited
Admin insights	Not included	Included
Sandbox	Not included	Included
Support & SLA	Local business hours	24/7 Premium Support 99.9%
Atlassian Guard (SSO, SCIM)	Not included	Included
IT SERVICE MANAGEMENT
Request management: omnichannel, forms	Included	Included
Embedded knowledge base	Included	Included
Virtual service agent	Not included	Included
On-call schedule, Escalation policy	Basic	Advanced
Alert data retention	1 year	3 years
Post-incident reviews (PIR)	Not included	Included
Approvals	Not included	Included
Data management	Not included	Included
CUSTOMER SERVICE MANAGEMENT
Customer Service Agent	Included	Included
Omnichannel support	Included	Included
Customizable help center	Included	Included
Customer data & context	Included	Included
Live chat	Not included	Included
AUTOMATION & AI (ROVO)
Automation (steps/ user/ month)	3,000	6,500
Atlassian Rovo (AI credits/ user/ month)	250	700

Service Collection: Full-scope IT service operations

Why get Service Collection from AgileOps?

Key features of Service Collection

Compare Service Collection Standard and Premium

See what Service Collection costs for your team

Frequently asked questions