Oct 23

Atlassian Verified Vendor. Q&A

Atlassian Verified Vendor

How to become an Atlassian Verified Vendor? Is the process quick and easy? How much of the added value does the Verified Vendor deliver to the customer? How to maintain the status? Is that profitable? Is that costly? Get to know our hands-on experience – we’ve been Atlassian verified since 2015.

Customer’s point of view

JIRA app software house

Atlassian Verified Vendor designation is easier to obtain for software houses of a certain scale. Pictured are BigPicture & BigGantt developers at Softwareplant.

At least 500 active users a software house needs to get the “Atlassian Verified” badge for their JIRA addons. Could 500 users (with a significant share of large companies) be wrong? As of October 2017 we actually have 7000+ active users. The 500 users boundary is a major obstacle for small, one-person developers, to obtain the “Atlassian Verified” badge.

Next: with “Atlassian Verified” you get a minimum of 5 days a week/ 8 hours a day helpdesk. We actually provide 5 days/12 hours helpdesk to everybody. In emergency it’s even 7/24. We employ a trio of individuals just for the e-mail support and plan for more.

Finally – with Atlassian Verified you’re able to check your issue’s or feature request’s status any time day or night (we use JIRA Service Desk for this).

Developer’s point of view

For us it was easy to obtain the “Atlassian Verified” badge.

The biggest obstacle was to break through 500 active users boundary. We actually postponed the application to Atlassian with other criteria having been met.

For the single-person developers maintaining a helpdesk may be a pain. And not only the “40 hours per week” requirement mandated by Atlassian. With hundreds of tickets filed (be it bugs, feature request or even product reviews) lost users’ e-mails may come to the fore (but to be honest, Atlassian seems not to care that much of how quickly and accurately, if at all, a vendor responds to users’ e-mails).

We run the intranet JIRA to track bugs and fixes to BigGantt, BigPicture and the rest of our JIRA addons (and pay three people to take care just of that). Unverified vendors may base their service desk on a plain e-mail box.

Does Atlassian re-verifies the once Verified Vendors?

Yes. However this seems to be not that in-depth process. They tend to be selective and re-check a single requirement at a time. In such a case a yellow “PENDING REVIEW” label

Pending review label, Atlassian verified

would appear instead of a green “APPROVED”. The screen below showing vendor’s Marketplace back office.

Atlassian Verified vendor requirements

You as Atlassian Verified vendor might look at a slightly different register in your Marketplace admin. Occasionally Atlassian will display a yellow PENDING bar next to one or more of the requirements. This indicating the re-verification in progress.

Are some Verified Vendors better than others?

Surely. Yes. While Atlassian enforces certain minimum level, some verified vendors outstrip others (with gaps available on vendor’s Marketplace profile to advertise those extra advantages to customers). You as a vendor could, for example, like us:

  • provide a helpdesk 12 hour/5 days a week instead of Atlassian set minimum of 8h/5d
  • integrate your service desk with the issue tracker. This will provide broader information to a customer hitting the issue’s url
  • provide support during the free trial period (Atlassian Verified program calls for assisting only those users who did pay)

How much is the badge?

Atlassian Verified badge

The Verified badge itself is awarded by Atlassian free of charge.

But there is a major cost – authoring the documentation and keeping it up to date. Us, with only half a dozen of JIRA apps, spend lots of time and money just on that. Atlassian Verified page says: Provide documentation for all paid via Atlassian apps.

And there may be another costly item. As your issue tracker should be (as of Oct 2017 probably doesn’t have to be) available on-line to your users, you’ll need extra time to maintain it (compared to internal issue tracker). Why? Privacy is the first reason. You can’t just copy-paste a user’s e-mail with their (often colloquial) description of the problem thus making it available to broad public.  You’ll likely need to rewrite the filed ticket. You’ll want to pixelate/blur sensitive data on user’s screenshots, etc.

Will “Atlassian Verified” increase my sales?

We cannot tell that for sure. While our JIRA addons are selling better and better, with a surge just after obtaining the “Atlassian Verified” badge, the share of this single factor has remained uncertain to us. A lot of marketing effort have been taking place in the meantime…

What to expect from NOT Verified vendors?

It might as well be the case of a given not verified vendor being perfectly fine and reliable. However our experience tells us that you should generally expect the below from non-verified vendors:

  • they might share incomplete or outdated documentation (some or all sub-pages)
  • could late, irregularly, inaccurately or not at all respond to users’ e-mails
  • or they may not use the issue tracker (especially not the public one; public = available on-line to end users)
  • as a result their issue tracking could be a mess (if you don’t show it to the public why care at all?). And the properly maintained issue tracker:
    • prevents duplicated tickets (same issue reported by, say 15 users). Instead merges them. Which in turn saves our time and thus quickens our quality response to those merged issues
    • provides users with an url to re-check the issue status
    • enforces privacy of users’ sensitive data

The bottom line

You might as well use MS Excel for project management. In the long run a dedicated, effective PPM (project portfolio management) solution, like JIRA seems more appropriate. Quite similarly with JIRA apps (addons) – choose those from verified vendors. This way you’ll unlikely be testing “the poor pay twice” saying later. We recommend BigPicture and BigGantt by Softwareplant.

About The Author

With his automotive background Marcin goes beyond the 'Jira + software development' standard. He likes simple, up-to-five-sentence answers to complex questions.