Overview
Atlassian managed services for Jira, Confluence and Jira Service Management
Atlassian Cloud removes the servers, but not the administration. Someone still has to add and remove users, change workflows and fields without breaking reports, review Marketplace apps, keep integrations running, follow Atlassian's product changes, and watch automation and Rovo usage now that both are metered. In most mid-market organisations that falls to one or two people who have other jobs.
Great Minds runs that work as a managed service. We're an Atlassian Silver Solution Partner based in Sydney, with Atlassian's Cloud Migration Delivery and Service Management Sales accreditations, and we invoice Atlassian licences in Australian dollars. Your team sends requests to us; we handle the administration, fix what's broken, and keep a list of improvements agreed with your platform owner.
Because we're an integrator first, the service covers the connections as well as the platform: Jira to Salesforce or Dynamics 365, Jira and Confluence to Microsoft 365 and Google Workspace, and identity and HR systems. Integrations are where Atlassian sites most often break, usually after an API change or when the person who built them leaves.
Capabilities
What the managed service covers
The service is scoped to your site and your team. Most clients use a mix of the four areas below, with response times and support hours set in the service agreement.
Atlassian's Premium plan adds Atlassian's own 24/7 support, plus release tracks and sandboxes that let us test changes before they go live. Automation steps and Rovo credits are metered, with usage above plan allowances billed from 3 December 2026, so usage monitoring is part of the service.
01Proactive platform managementRegular health checks of users, licences, permissions, custom fields, workflows and apps. We archive inactive spaces, remove unused fields and apps, and flag licence tiers that sit well above active use before renewal, not after.
02Support for users and adminsHelp when something breaks or doesn't work as expected, from permission problems and failed automation rules to integrations that stopped syncing. We look after your configuration; Atlassian covers faults in its products.
03Upgrades and administrationConfiguration changes, new spaces, fields and workflows made against agreed standards, and Atlassian's Cloud changes reviewed before they reach your teams. For Data Center, we keep the instance maintained until it moves.
04Optimisation and integrationImprovements agreed with your platform owner: new automation, better dashboards, integrations with your CRM, HR and finance systems, and Rovo rolled out with the right permissions and credit monitoring.How we deliver
How a managed service starts
A review of your Atlassian site: users and licences, apps, integrations, automation rules, permissions and open problems. You get a list of what to fix now and what can wait.
Which products, integrations and kinds of request are in scope, support hours and response times, and who on your side can approve changes.
We fix the urgent items from the review first, such as broken integrations, unsupported apps and permission gaps, and document the site in Confluence so nothing depends on one person's memory.
Day-to-day requests, regular reporting on requests and usage, quarterly clean-ups and a licence review before each renewal.
Australian considerations
Atlassian dates and costs to plan for
Several Atlassian changes land inside a typical support agreement:
- 3 December 2026: Rovo credits, automation steps and AI agent resolutions above plan allowances start being billed. Extra usage is on by default unless an admin sets limits.
- 31 January 2027: Atlassian's Connect app framework reaches end of support. Apps and integrations built on Connect need a Forge version or a replacement.
- 5 April 2027: Opsgenie support ends. Alerting and on-call now live in Jira Service Management.
- 28 March 2029: Data Center reaches end of life and becomes read-only. Our migration guide covers the earlier deadlines.
Atlassian invoices Cloud in US dollars and adds 10% GST for Australian customers. Through Great Minds, licences and support are invoiced in Australian dollars, and renewals sit with the same team that runs the platform, so tier and app reviews happen before the renewal date. Our guide to Atlassian licensing in Australia has a renewal checklist.
FAQ
Atlassian managed services questions
What are Atlassian managed services?
Ongoing administration, support and improvement of your Atlassian site, run by a partner instead of, or alongside, your own admins. It covers users and licences, configuration changes, apps, integrations and help when something breaks.
How is this different from Atlassian's own support?
Atlassian supports its products: if Jira itself has a fault, Atlassian fixes it. A managed service looks after your configuration of those products, such as workflows, permissions, apps, automation and integrations, which Atlassian doesn't manage for you.
Do you support Data Center as well as Cloud?
Yes, until you move. Atlassian provides technical support and critical security fixes for Data Center until 28 March 2029. We keep Data Center instances maintained in the meantime and plan the move to Cloud alongside the support work.
Can you take over a site another partner set up?
Yes. The baseline review documents what's there, including undocumented automation, custom fields and integrations, before we take responsibility for it.
Do managed services include training?
Yes. We train new admins and team leads and run refreshers when Atlassian changes how something works. Structured courses are available through our Atlassian training service.
What will Rovo and automation usage cost us?
Paid plans include a monthly allowance of Rovo credits and automation steps, pooled across the organisation. From 3 December 2026, usage above the allowance is billed. We review your current usage, set spending limits with you, and tune rules that run more often than they need to.
People
The people behind the work
Senior Atlassian professionals with the experience to solve fast and the foresight to prevent.
Our Atlassian consultants run the managed service, and a senior consultant is accountable for every change made to your site.
AI agents running on Claude and OpenAI models handle repetitive administration and documentation work, and a consultant reviews what they produce before it reaches your site.
Case studies
Atlassian and platform work
Our published Atlassian case study is the Jira and Confluence implementation for a premium appliance manufacturer, where more than 50 teams and 400 tasks now run on one platform.
Insights
Support isn’t just about fixing problems—it’s about preventing them
Atlassian Cloud pricing in AUD: licences, tiers and metered AIWhat Atlassian Cloud costs in AUD after the October 2026 price rise, plus GST, plan tiers and how Rovo credits and automation are billed from 3 December.
The connected enterprise: integrating Salesforce, Atlassian, Adobe and ERPHow to connect Salesforce, Atlassian, Adobe and your ERP: system-of-record map, architecture options, API limits, APP 8 and CPS 230, and where to start.
Atlassian Data Center to Cloud: the Australian migration guideAtlassian Data Center goes read-only on 28 March 2029. Key dates, Australian data residency, CPS 230 and privacy checks, and a migration plan.