This article documents a resolved support case involving a BigPicture Cloud trial extension request. The customer needed additional time to evaluate BigPicture before making a purchase decision.

Outcome: The trial was successfully extended until July 8, 2025, through the standard Appfire authorization + Atlassian ticket process.

A customer evaluating BigPicture Cloud requested a trial extension as their evaluation period was ending on May 9, 2025. They needed additional time to properly assess the product before committing to a subscription.

The BigPicture trial extension process involves coordination between Appfire and Atlassian:

1. Customer submits request — Customer opens a support ticket requesting an extension, providing their instance URL and entitlement number.

2. Support forwards to licensing team — The support agent forwards the request to the internal Promotions/Licensing team.

3. Appfire authorizes the extension — The licensing team issues an authorization statement specifying the entitlement number and new expiration date.

4. Customer opens Atlassian ticket — The customer must open a separate ticket with Atlassian at https://www.atlassian.com/company/contact/purchasing-licensing and include proof of Appfire's authorization (screenshot).

5. Atlassian processes the extension — Atlassian extends the trial based on the authorization.

• Authorization format: "We, Appfire, authorize Atlassian to extend the trial of [Entitlement Number] until [Date]."

• Typical extension period: Up to 60 days from the authorization date.

• Required information from customer:

  • Instance URL (e.g., customer.atlassian.net)

  • Entitlement number (E-XXX-XXX-XXX-XXX)

• Who processes the extension: Atlassian (not Appfire directly)

The licensing team authorized the extension and provided the customer with:

• A formal authorization statement

• Instructions to open a ticket with Atlassian with proof of authorization

• The new expiration date (July 8, 2025)

The customer confirmed that Atlassian processed the extension successfully.

Customer confirmation: "Yes, Atlassian has granted us the BigPicture evaluation extension we asked for."

1. Collect required information
   Ensure the customer provides their instance URL and entitlement number.

2. Forward to licensing/promotions team
   Route the request internally — do not attempt to process extensions directly.

3. Communicate the process
   Inform the customer that they will need to open a separate ticket with Atlassian once Appfire provides authorization.

4. Follow up
   After the authorization is issued, confirm with the customer that the extension was processed by Atlassian.

• Respond quickly to trial extension requests — customers may lose access if the trial expires before the extension is processed.

• Always include the full entitlement number and instance URL when forwarding to the licensing team.

• Set expectations with the customer that the process involves a separate Atlassian ticket.

• If the customer's trial has already expired, note this urgency when forwarding internally.