Question
Which level of licensing is required for a JIRA Service Management instance?
What happens if we expand our installation to include more Service Management agents or add JIRA Software to the instance, regarding JIRA app licensing?
Answer
The apps always have to be bought for the highest user count. This means that if you are only using JIRA Service Management, the licensing tier must correspond to the number of agents. If you add JIRA Software, the tier must reflect the user/agent count for either JIRA Software or Service Management, whichever has the higher user count.
The number of Service Management customers is not relevant to licensing, as they do not count towards the JIRA Service Management/Core license.
If your highest user count is 15 Service Management agents, which does not correspond to a pricing tier such as User Profiles for JIRA, you will need to buy the next available tier, which is 25 users.
General information regarding app licensing can be found in the Atlassian Licensing & Purchasing FAQ.
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