Frequently Asked Questions
Below you will find answers to the questions we get asked the most
Product
Atlassian is our Product Partner. We use Atlassian Products and Atlassian Marketplace products for customized solution of our customer.
A dedicated cloud instance will be created having customer’s name for hosting the customized solution.
The storage limit is 250 GB on Standard and unlimited storage on the Premium regardless of your user tier. Storage is primarily made up of Attachments from Jira products.
No, our Product Partner, Atlassian’s products are proprietary software applications.
Our Product Partner, Atlassian Cloud customers do not have access to source code
Customization
Yes, of course. Just reach out to us at sales@flexile.in and we’ll respond to you as soon as we can.
Well, it depends on the complexity of the Business Processes that you want us to customize the Product for and also the variety of Custom Reports, Dashboards, KPIs/Metrics etc. you want us to create. However, we aim to deliver the customized solution within 3 weeks of engaging with us which includes user training as well.
Yes. Practically, we can configure any KPIs and Metrics you want.
Yes and we suggest customers to adopt the similar approach to begin with.
Security
As per our Product Partner, Atlassian, passwords are cryptographically hashed within the Atlassian cloud, which enables user management.
Our Product Vendor, Atlassian encrypts customer data in transit and at rest.
All customer data stored within Atlassian cloud products and services is encrypted in transit over public networks using Transport Layer Security (TLS) 1.2+ with Perfect Forward Secrecy (PFS) to protect it from unauthorized disclosure or modification. To learn more, please see Atlassian’s Security Practices page.
Our Product Partner, Atlassian products are used by millions of users around the world. To provide scalable service to their users and customers, they have included GDPR compliance information in their updated Privacy Policy and have included answers to commonly asked questions on this page. They encourage you to review this page first, as you may find your topic of interest has been addressed. However, they also understand there are circumstances where it may help to connect with them directly. For more information, see the Contact Us section of their Privacy Policy.
Please refer the Security Standards adhered to by our Product Partner, Atlassian here
Atlassian has outlined their approach in their Cloud Security Statement and their Privacy Policy
Our Product Partner, Atlassian’s policy: If you discovered a vulnerability in one of our products, we appreciate if you let us know so we can get it fixed ASAP. Have a read through our instructions for how to report it and you could get some Atlassian swag or be added to our Hall of Fame.
Please check out our Product Partner, Atlassian’s latest Privacy Policy.
Our Product Partner, Atlassian responds to government requests in accordance with their Guidelines for Law Enforcement, Privacy Policy, customer agreements, Acceptable Use Policy, and any applicable Product-Specific Terms. Your trust is important to them, and they provide Customer Information in response to law enforcement requests only when they reasonably believe that they are legally required to do so. To protect our customers’ rights, they carefully review requests to ensure that they comply with the law.
For more information around how they encrypt and protect your data in transit and at rest, see our Security Practices page.
Our Product Vendor, Atlassian has an extensive security program that includes ongoing testing of our hosted systems and products. They also undertake third party independent assessments of their Cloud products. Their primary testing approach is through their public bug bounty for all of their cloud products and their server products.
Licensing
If an Atlassian Cloud site does not renew, or the maintenance lapses, the site will enter the dunning process. More information can be found on Atlassian’s Data Storage FAQ. Sites will be deactivated 15 days after the end of the current maintenance period. Atlassian retains data for deactivated sites for 60 days after the end of your current subscription period.
Product Licensing is done on annual basis as this is cost effective.
Yes, you will be able to add or remove user licenses. Since subscriptions are paid annually, we will share with you a formal prorated upgrade or downgrade quote, as products are sold in distinct user tiers.
If you'd like to cancel your Atlassian Cloud subscription, please have the Billing or Technical Contact log into your My Atlassian account. Once logged in, they will select the subscription in question, which will open a drop-down menu. Select 'Cancel Subscription'. This will prevent any future renewals from being processed. Your site will remain accessible until 15 days past the end of your current subscription period, at which point the cancellation will take effect.
The data will be deleted 60 days after cancellation. Your site data cannot be recovered after it's deleted. Please see our Data Storage FAQ for more information.
A user is, by definition, an account with the permission to log into the application. A named user with this permission is counted towards the user limit, whether logged in to the application or not. Only one individual, a named person, is permitted per product login. Multiple people cannot share a product login. The licensing model is not based on concurrent users. Please refer Section 2.5 of Atlassian’s Cloud Terms of Service.
Yes, additional licenses would be required. Each license permits only the deployment of a single instance of the software in a production environment.
Payment
Payment can be made via Cheque or Bank Transfer.
- What happens if I miss payment or forget renewing for my product license subscription?
[Answer] 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.
Data retention
After you have been unsubscribed, Atlassian retains your data 60 days for subscription sites.
Your data will be deleted 60 days after you have been unsubscribed due to missed payment for an Atlassian product subscription. Atlassian won't delete any of your data stored in the Google Apps Marketplace, such as users or information in your Google Apps database, Google Docs, Gmail messages, Google Calendar entries, Google Chat, or Google Sites.
Resubscribing to an unpaid product
You can resubscribe by completing any missed payments within the 60 days after your site has been unsubscribed. Submitting payment once your site data has been deleted will not reactivate your subscription (or restore your site data).
Refunds for our Product Partner, Atlassian Cloud are only available within 30 days of payment for annual subscriptions. After this period we cannot offer refunds. Please write to us at support@flexile.in to request a refund within 30 days of payment for an annual subscription.
Pricing
From 2nd year onwards, you will have to only spend on subscription renewal of Product Licenses and for Application Managed Services if you want us to Manage the Application.
This customization is entirely based on our Product Partner, Atlassian’s Cloud Application. So, there is no need for any infrastructure at your end.
Yes, we offer volume discounts as you add more users. Each users' unit price is based on the pricing rate in which the user falls.
Service
No, user training is not additionally charged, it is part of our ACS and AMS package. However, we charge additionally incase there is a need to train and groom the Administrator for the Custom Application. For more details on pricing, please write to us at sales@flexile.in.
Yes, we have AMC and it is known as Application Managed Services (AMS). For more details, you can refer our AMS page (https://flexile.in/service-categories/application-managed-services/) or write to us at sales@flexile.in
The minimum term of service is one year.
You don’t need to pay for any upgrade done by our Product Partner, Atlassian.
Yes, we provide 24x7 support as part of our Application Managed Services (AMS). For more details, you can refer our AMS page (https://flexile.in/service-categories/application-managed-services/) or write to us at sales@flexile.in
Please see our Product Partner, Atlassian's Terms of Service for more information.
