Our Atlassian Hosting Packages and our Atlassian Operation Packages have different scopes of services.

The Atlassian Operation Package includes all necessary components to operate an application for a monthly fixed price. The advantage is that you have the best security and reliability of your application for an optimal price.

The Atlassian Hosting Package includes only the components necessary to host the application, without any assurances of reaction and resolution times. Additional services required to repair or maintain optimal operation of your application separately invoiced according to the expense incurred. The advantage of this package is the low monthly cost.

The differences between our Hosting and Operation Packages

	Atlassian Hosting Package	Atlassian Operation Package
Hosting of the Atlassian application
Daily data backups
Operating system backups
Monitoring	passive, only recording to allow for faster analysis of problems	active, troubleshooting even without direct instructions from the customer
Support	email, chat	email, chat, telephone
Availability	99,5%	99,8%
Service hours	Monday - Friday, 9:00 - 17:00 CEST	up to 24/7
Response and resolution times	best effort
Services to repair application faults (priorities 1 and 2)	at cost
Updates of the Atlassian application on a test and the productive instance	at cost
Link to LDAP, accessible over the internet
Link to LDAP via Site2Site VPN	additional monthly costs

Optional support quota for your hosting package

Application / License size	10	25	50	100	250	500
Bitbucket	8 h	10 h	10 h	12 h	16 h	20 h
Confluence	10 h	12 h	12 h	14 h	18 h	22 h
Crowd	8 h	8 h	8 h	12 h	12 h	12 h
HipChat	8 h	8 h	10 h	12 h	16 h	20 h
JIRA	10 h	12 h	12 h	14 h	18 h	22 h
Application / Agents	1	2-5	6-10	11-25	26-100	101-250
Bamboo (no local agents)	10 h	12 h	12 h	14 h	18 h	22 h

This quota is based on the average annual support costs for hosting without an Atlassian Operation Package. These support quotas are offered as an additional option. This provides you with transparency with regard to the total costs of operation, and allows you to compare this hosting package with the operation packages, which we prefer to offer to ensure optimal operation of your Atlassian application.

The offered hourly rate is around 120 Euro. The hourly rate actually charged is based on the individual rates of each support personnel involved.

Monthly net prices depend on the hosted Atlassian product and on the license size.

We ensure the smooth and high-performance operation of your application. The amount depends on the size of the license and not on rigidly allocated server resources. On average we use the following resources for the different license sizes.