You&#039;re selling a really great product that might make its way into more companies if the licensing options are both less restrictive and more economic for Start-Ups and SMB. I know about some companies who started with the Atlassian-Model and grow up with great software.<br /><br /> <br /><br /> Some reasons: <br /><br /> 1. A minimum of 10 agent licenses is not realistic. An average IT company having 10 support agents would have at least 200 employees at all. <br /><br /> 2. Companies having 100+ support agents are that big that it doesn&#039;t really matter if they get 5+ licenses for free. This pricing model sounds ugly for me.<br /><br /> 3. The cloud service might not be an option for many Start-Ups and SMB thanks to GHCQ and NSA. Might be worth to think about it.