Make Atlassian earn its keep

Yes. Our admins are Atlassian-certified, and we’ve worked across enterprise Atlassian estates (Jira, Confluence, JSM, the lot) for years. Certification is the floor. What matters is whether we’ve seen the problem you’ve got, and we usually have.

Because spare-time admin fixes what’s loudest, and everything else waits. Workflows ossify around old processes, permission schemes drift, and new Atlassian features go unused because no one has time to learn them. The cost is harder to see: your senior engineers spend hours on screen layouts and field configurations when they could be building product. We work across many Atlassian instances every day, so we bring patterns, fixes, and roadmap knowledge a part-time internal owner can’t realistically keep up with.

It’s a managed service, and we can spin up a project alongside it when you need one. Our default is upskill-and-exit: we run it for you while we build the capability in-house, then hand it back. If you’d rather we keep running it long-term, we can do that too, with no lock-in either way. See https://softwired.com.au/services for our other services, including project management and delivery.

Because a well-configured instance rarely needs a full-time admin. For most organisations the admin load doesn’t fill a full-time week, and a salaried admin’s time tends to expand to fill the role. With a retainer, you pay for output, not occupancy. You also get a team’s collective experience to cover one person’s blind spots, and you stop paying for sick leave, annual leave, training, certification renewals, and recruitment when they leave.

Mostly the everyday problems that slow delivery: 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.

A retainer keeps the same team in your instance month after month; a contractor ramps up, delivers a project, and leaves with the context. Our team builds a knowledge base alongside the work, and that KB is your asset: even if you cancel, the documentation and configurations remain.

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

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. You’ll see the first fixes land in the first month, with deeper restructuring over the following quarter. We fix what matters and leave what works.

We track every Atlassian release across Jira, Confluence, Jira Service Management, Bitbucket, and Rovo. Because we work in many client instances, we see new features land (and find their bugs) before most teams have noticed they exist. We know which features are ready for production, which are still rough, and which are worth waiting on, so 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 keep them current. You get people trained in how Atlassian intends the platform to be run.

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. If your plan includes a Rovo customer service agent, it 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. 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.