Atlassian Cloud - Jira, Jira Service Desk and Confluence
The Atlassian products provide industry leading task tracking, project planning and collaboration tools. This service is hosted by Atlassian within their Cloud infrastructure with BDQ providing implementation consultancy as an Atlassian Solution Partner.
Features
- Jira - Flexible planning and tracking capabilities
- Jira Service Desk - Powerful service management solution
- Confluence - Collaboration tool to organize and discuss work
- Portfolio - Agile portfolio management tool, built for Jira
Benefits
- Plan and manage tasks across your team
- Track, prioritise and discuss your team's work with complete visibility
- Easily customisable dashboards give complete visibility
- An "anyone can use" service desk with knowledge base
- Spend less time hunting down documents and emails
- Centralise documentation in a single, searchable repository
- Easy to use collaboration improves team efficiency
- Easy to use security ensures content is kept safe
- Easy to use and adopt
Pricing
£75 an instance
- Education pricing available
- Free trial available
Service documents
Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format,
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Framework
G-Cloud 12
Service ID
1 4 1 6 0 1 3 1 6 6 6 2 8 7 1
Contact
BDQ
Dominic Bush
Telephone: +44 (0)844 8265 236
Email: enquiries@bdq.cloud
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Public cloud
- Service constraints
-
The Atlassian Cloud product storage policy is here:
https://confluence.atlassian.com/cloud/atlassian-cloud-storage-policy-873871366.html
Atlassian Cloud maintenance windows aim to be less than 15 minutes per week and run between 1am and 3pm daily. These windows are only used in the event that there is a change to release. - System requirements
- See support browsers in the "Using the Service" section.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
Monday - Friday 9am - 5pm.
Our response time is between 4 hours and 2 days depending on the severity of the issue.
Out of hours support is available at additional cost. - User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.1 AA or EN 301 549
- Phone support
- Yes
- Phone support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- No
- Onsite support
- Yes, at extra cost
- Support levels
-
Standard support - Included.
Premium support
Includes critial SLA 30 minutes.
$35,000/year.
Technical Account Management (TAM)
Dedicated analyst 8 hours / week
Quarterly onsite visits.
$60,000/year - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
-
We can provide onsite or public training courses for the products and consultancy services to make sure that your projects get off to the best possible start and follow best practice guidance.
Full user documentation is available for all the products. - Service documentation
- Yes
- Documentation formats
- HTML
- End-of-contract data extraction
- The Atlassian products provide tools which allow the contents of the products to be extracted to open formats.
- End-of-contract process
- At additional cost we can provide consultancy services to off-board the data. Please see our SFIA rate card for pricing.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 11
- Microsoft Edge
- Firefox
- Chrome
- Safari 9+
- Application to install
- No
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- When you view the Atlassian products on a mobile device an optimised version of the page is displayed. It is possible to switch to a desktop view if required.
- Service interface
- No
- API
- Yes
- What users can and can't do using the API
-
He Atlassian products have extensive REST-based APIs that allow configuration of the services and editing of the data within the product.
For example, here is the documentation for JIRA Cloud:
https://docs.atlassian.com/jira/REST/cloud/ - API documentation
- Yes
- API documentation formats
- HTML
- API sandbox or test environment
- No
- Customisation available
- Yes
- Description of customisation
-
Customers can change the visual appearance of the applications to match their own branding. Themes can be applied to change the colour scheme and custom logos can be added.
Additionally, add-ons from the Atlassian Marketplace can be used to add to the functionality of the products. We can also provide bespoke add-on development services, should the customer require some functionality or custom integration that is not available in the Marketplace.
Issue types and workflows can also be customised to match the business or development processes that the customer follows.
Scaling
- Independence of resources
- Atlassian ensures this by provisioning instances based on usage. This ensures that one customer's usage does not impact other users of the system.
Analytics
- Service usage metrics
- No
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- Atlassian
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Baseline Personnel Security Standard (BPSS)
Asset protection
- Knowledge of data storage and processing locations
- Yes
- Data storage and processing locations
-
- United Kingdom
- European Economic Area (EEA)
- EU-US Privacy Shield agreement locations
- User control over data storage and processing locations
- No
- Datacentre security standards
- Supplier-defined controls
- Penetration testing frequency
- Never
- Protecting data at rest
- Physical access control, complying with CSA CCM v3.0
- Data sanitisation process
- Yes
- Data sanitisation type
- Deleted data can’t be directly accessed
- Equipment disposal approach
- Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001
Data importing and exporting
- Data export approach
- Authorised users can export data from within the application to a number of different formats.
- Data export formats
-
- CSV
- Other
- Other data export formats
-
- Word
- Excel
- Data import formats
-
- CSV
- Other
- Other data import formats
- Word
Data-in-transit protection
- Data protection between buyer and supplier networks
- TLS (version 1.2 or above)
- Data protection within supplier network
- TLS (version 1.2 or above)
Availability and resilience
- Guaranteed availability
- Varies on deployment type and customer requirements.
- Approach to resilience
- Available on request
- Outage reporting
- Atlassian publish a public dashboard showing current status of their cloud products using their StatusPage service.
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- 2-factor authentication
- Identity federation with existing provider (for example Google Apps)
- Username or password
- Access restrictions in management interfaces and support channels
- Only those users assigned to the administrator groups have access to the management user interface. A buyer specified set of users are permitted to raise support requests.
- Access restriction testing frequency
- At least every 6 months
- Management access authentication
- Username or password
Audit information for users
- Access to user activity audit information
- Users have access to real-time audit information
- How long user audit data is stored for
- User-defined
- Access to supplier activity audit information
- Users have access to real-time audit information
- How long supplier audit data is stored for
- User-defined
- How long system logs are stored for
- Between 1 month and 6 months
Standards and certifications
- ISO/IEC 27001 certification
- No
- ISO 28000:2007 certification
- No
- CSA STAR certification
- Yes
- CSA STAR accreditation date
- March 20, 2018
- CSA STAR certification level
- Level 1: CSA STAR Self-Assessment
- What the CSA STAR doesn’t cover
- Any third-party add-ons added by the Buyer.
- PCI certification
- No
- Other security certifications
- No
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- No
- Security governance approach
- Available on request.
- Information security policies and processes
- We follow best practices as described in the government security essentials advice.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
-
Atlassian rigorously tracks and monitors all software changes made to the products and run comprehensive automated testing to ensure that changes do not introduce defects into the software which may compromise security.
All software changes are code reviewed within Atlassian before being deployed to product instances. - Vulnerability management type
- Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
- Vulnerability management approach
-
Atlassian have an extensive security program that includes ongoing testing of their hosted systems and products. They also undertake third party independent assessments of our Cloud products.
Atlassian set out their security bugfix SLA in this document:
https://www.atlassian.com/trust/policies/security-bugfix-policy - Protective monitoring type
- Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
- Protective monitoring approach
-
Atlassian has an ongoing system of monitoring access to check for unauthorised access. If a compromise is detected the account holder is notified and access is locked off until the problem is resolved.
Incidents are handled at the "Level-1 Critical" standard within the Atlassian support response SLA, i.e. 1 hour for the standard Cloud based instances. - Incident management type
- Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
- Incident management approach
-
Atlassian sets out it's incident management approach in this document:
https://www.atlassian.com/trust/security/security-incident-responsibilities
Users should report incidents via support. Incident reports will be provided to a user specified by the Buyer via email.
Secure development
- Approach to secure software development best practice
- Conforms to a recognised standard, but self-assessed
Public sector networks
- Connection to public sector networks
- No
Pricing
- Price
- £75 an instance
- Discount for educational organisations
- Yes
- Free trial available
- Yes
- Description of free trial
- 30 day free trial period
Service documents
Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format,
email the supplier at enquiries@bdq.cloud.
Tell them what format you need. It will help if you say what assistive technology you use.