Make Atlassian earn its keep

Yes. Our admins are Atlassian-certified and we’ve worked across enterprise Atlassian estates for years — Jira, Confluence, JSM, the lot. Certification is the floor, not the ceiling: what matters is whether we’ve seen the problem you’ve got, and we usually have.

It works until it doesn't. Spare-time admin fixes what's loudest, not what matters. Workflows ossify around old processes. Permission schemes drift. New Atlassian features go unused because no one has time to learn them. And the real cost is hidden — your senior engineers spend hours on screen layouts and field configurations instead of building product. Our team works across many Atlassian instances every day, so we bring patterns, fixes, and roadmap knowledge that a part-time internal owner cannot realistically maintain.

It's a managed service. But, depending on what you need, we can spin up a project as part of our broader consultancy. See https://softwired.com.au/services for details of other services we offer, including project management and delivery. Our default is upskill-and-exit — we run it for you while we build the capability in-house, then hand it back. If you want us to keep running it long-term as a managed service, we can do that too. No lock-in either way.

Once your instance is well-configured, the daily admin load is genuinely low — comfortably under 40 hours a week for most organisations. A salaried admin's time tends to fill the role rather than match the actual workload. With a retainer, you pay for output, not occupancy. You also get a team's collective experience instead of one person's blind spots, and you stop paying for sick leave, annual leave, training, certification renewals, and recruitment when they leave.

The common ones — workflows that don't match how delivery actually happens, permission schemes nobody fully understands, automations that broke silently, SSO and group provisioning held together with duct tape, reporting the board doesn't trust because the underlying configuration is wrong, and AI or automation opportunities nobody has had time to evaluate. We also handle instance consolidations and migrations between Cloud, Server, and Data Center.

Contractors arrive, ramp up on your instance, deliver a project, and leave — taking their context with them. Retainers keep the same team in your instance month after month, building up a knowledge base alongside the work. The KB becomes your asset — even if you cancel, the documentation and configurations remain. And our retainer hourly rate works out below typical senior Atlassian contractor rates because we operate at scale across many clients.

Every plan includes certified Atlassian administration hours, a branded customer service portal for your team, a dedicated Confluence knowledge base that grows with you, a Rovo customer service agent that learns from your data, SLA-managed email and portal support, and a 60-minute onboarding call. Foundation includes 16 hours per month, Growth 20 hours, Scale 40 hours.

Foundation ($2,000/month, 16 hours) suits stable instances needing steady-state administration. Growth ($2,500/month, 20 hours) adds the Rovo customer service agent for teams scaling their Atlassian use. Scale ($4,600/month, 40 hours) adds custom Rovo agents for your team and a quarterly governance review for organisations standardising delivery across multiple teams. All prices ex-GST.

The customer service agent is Rovo — Atlassian's secure, RAG-based AI. It draws from your own Confluence knowledge base and Jira data to answer your team's questions, route tickets, and surface relevant context. It gets more accurate over time as your knowledge base grows, because every ticket we resolve becomes a new self-service article your people can find next time.

With an audit during the onboarding call. We review workflows, permissions, fields, and automations to understand the current state, then agree priorities with you based on what's hurting your team most. Most clients see meaningful improvements within the first month, with deeper restructuring happening over the following quarter. We don't insist on tearing everything down — we fix what matters and leave what works.

Working across many client instances means we see new features land — and find their bugs — before most teams have noticed they exist. We track every Atlassian release across Jira, Confluence, Jira Service Management, Bitbucket, and Rovo. We know which features are ready for production, which are still rough, and which are worth waiting on. You don't have to do that research yourself.

You log support requests through your branded customer service portal (on our Atlassian instance), or by emailing help@softwired.com.au. We respond in line with the SLA tied to your tier, with urgency-based prioritisation. Routine requests are typically handled within one business day.

Every plan starts with a 60-minute onboarding call. We provision your branded customer service portal, seed your Confluence knowledge base, walk through governance and access setup, and agree first-month priorities. The call also covers what we need from you — Atlassian instance access, primary contact, current pain points.

The discovery call (30 minutes) happens before you commit — we use it to understand your situation and confirm we're the right fit. No obligation. The onboarding call (60 minutes) happens after you've purchased — we use it to provision your customer service portal, walk through your priorities, and get you live.

Yes. Every administrator on our team holds current Atlassian certifications, and we invest in keeping them current. You get people trained on how Atlassian intends the platform to be run — not someone guessing at best practices.

All three. Our certified administrators have experience across Atlassian Cloud, Server, and Data Center deployments. We can also help with migration planning between deployment types, though larger migrations may need additional scope beyond the retainer hours.

We use aggregated and de-identified versions of your data to improve the AI systems we use internally. We never use identifiable data, and we don't share your data or knowledge base content with other clients' agents — your Rovo customer service agent draws only from your own Confluence and Jira. Full details in clause 2.11 of our Terms and Conditions.

You own your data — including the configurations, workflows, and knowledge base content created inside your Atlassian instance. We retain ownership of our own intellectual property (our methods, templates, and tooling). When you cancel, your Atlassian instance and everything in it remains entirely yours.

Yes. The same AUD pricing applies to international clients. Australian GST is not added to international invoices because exports of services are GST-free in Australia — but you're responsible for any tax obligations in your own jurisdiction. Our contract is governed by Queensland law.

Yes — annual prepay saves you 10%. Foundation is $1,800/month billed annually ($21,600/year ex-GST), Growth is $2,250/month ($27,000/year), Scale is $4,140/month ($49,680/year). You can switch between monthly and annual billing at any time; changes take effect at the next billing cycle.