How does pricing work "per user"

[Alex Mihailoff]

Our organization is roughly 170-200 users total. We rolled out Jira Service Management for our IT team last year. Our IT support team is 3 people. The team overall is 5 people. The 3 support people have licenses to Jira Service Management. All 5 have access to Confluence.

We are looking to add Atlassian Guard mostly for adding SSO through M365 and very much expand our use of Confluence as a knowledge base and the customer portal for requests.

I went to request a quote but I'm not sure what counts as a billable user for the purposes of quoting. I would say 99% of our organization would be defined as "Customer (non-billable)" based on my understanding of user levels in Administration. I realize that "non-billable" should somewhat answer the question but it is still unclear how this works from a billable perspective.

With all of that context, here are my questions:

1. What counts as a billable user in this context?

2: Do Jira Service Management, Confluence, and Atlassian Guard view "users" differently? What I mean is if we signed up for Atlassian Guard and enabled SSO for our organization but almost everyone is "Customer" level, do we pay for them because they use SSO?

3: If our domain and all of our users are registered in Atlassian administration but are "customers", do they could against us from a billing perspective?

I'm working with my manager to implement this new style of help desk and we know there will be an increase in cost but the amount will definitely affect our ability to do this project.

Any insights would be very helpful.

[Mikael Sandberg]

You can find information on is considered a billable user in this KB. Basically all managed accounts and external users count towards your bill unless you are on a plan that already include Guard, like Enterprise and Teamwork Collection Premium.

[Alex Mihailoff]

So everyone in my organization would be a billable user even though they are almost all going to be exclusively Portal Only users. That's what I got from that KB and what you said.

I also cannot find any other plan options that include guard. We have JSM Premium and Confluence free and that's it so I don't know if an enterprise level account would be worth it for us.

That's a correct understanding right?

[Mikael Sandberg]

Yes, everyone would be considered since it is based on the instance, not the number of users you enable SSO for.

For individual apps Guard is included in the Enterprise plan.