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See the Licensing page for all licensing info |
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What is a Capacity Plan
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JEMHC usage is not unlimited, we guard against over-loading by allocating a Capacity Plan that grants a customer a certain amount of email Messages and Data every month and the limits are refreshed on the 1st of each month. The amount of Messages and Data is capped by the Plan limits.
JEMHC Plan usage is not unlimited. Unlimited usage capacity is not feasible in reality. Some customers require much higher capacity than others. Some customers want more Data and others more Messages. That increase in capacity that comes at a cost.
We try to balance plans so that there is something for everyone - sometimes this means the suggested plan is not suitable for you. In this case, most likely you'll need a Plan Upgrade. Plans are not intended to be a cash generator - they are a way of controlling excessive use by the few.
How a Plan is fully consumed
Exceeding your Plans Capacity is due to the following:
Exceeding Message Count limits
ExceedeingData Volume limits
Your current Plan and limits can be found please see based on the number of billable users in your system. Web notifications like slack/SMS are not chargeable.
Plan Usage is reset on the 1st of every month. The allocated Capacity Plans cater for the majority of users needs but there are always some customers that require more capacity than their Plan provides.
If your usage exceeds the allocated Capacity Plan, then periodic top-ups will be required at extra cost, over and above subscription costs (which only cover the base Capacity Plan), more on this later.
Capacity Plan metrics
Capacity Plans track only two metrics:
Message Count limits (Mail IN and OUT regardless of whether successfully processed)
Data Volume limits (Mail DATA IN and OUT regardless of whether successfully processed)
Current Capacity Plans and limits can be found at:https://thepluginpeople.atlassian.net/wiki/spaces/JEMHC/pages/3743416325/Capacity+Plan+Fully+Consumed#Checking-your-usage.
Overall Plan limits can be found via Licensing page in the information panel above.
What happens when a plan is fully consumed
Once If your plan's limits have been exceeded hit then your service mail processing through JEMHC stops until you top-up with a Data Pack, get a Plan Upgrade, or the next month begins.
We retain unprocessed webhook data for 3 days, before it is purged by policy, ensure those who need to know and can deal with the problem are defined in JEMHC > Licensing > System Notifications to avoid data loss.
Capacity Plans
How
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Capacity Plans are allocated
During Evaluation
New evaluations are put onto the limited capacity Starter evaluation plan to stop unwanted excessive erroneous email processing while you are configuring the app.
During evaluation we can increase capacity plan toward production capacity level (levels driven by active users as needed we do this manually). However you are (it's a manual process). You can be notified of usage once 80% (a configurable level has been hit (eg 80%) of data or messages ) is consumed. See JEMHC > Licensing > System Notifications to change this threshold more information: https://thepluginpeople.atlassian.net/wiki/spaces/JEMHC/pages/3743416325/Capacity+Plan+Fully+Consumed#Alert-notifications-based-on-Capacity-levels.
You can ask for specific capacity increases during evaluation up to the level that your users would support by contacting support or contact our sales team to get a higher capacity plan if you notice that the current plan during evaluation is not enough.
Once you have gone active and evaluation is finished then you will need purchase a capacity planCapacity Plan.
Once Active
Plan allocations are reset at the beginning of each month. This should be based on your active users at that time contact our sales team to get a capacity planCapacity Plans are automatically allocated based on billable users in your instance. Plan allocation and usage reset occurs 1st of each month, we do not change capacity based on users during the month.
How we calculate usage
Message Count
This can calculated from the two sources:
Message Email Messages In - The number of Email messages that JEMHC processes including all messages polled from the Mail Server configured in JEMHC Configuration > Messaging > Message Sources.
Message Email Messages Out - The number of Outbound Email Notifications JEMHC sends. This can be from a number of sources:
Issue Events
JEMHC Post Functions
JEMHC Adhoc Notifications
Maintenance Notifications
Data Volume
This is related to the size of the aforementioned Message In and Message Out Emails and can be affected by the:
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Data Volume is calculated for email as:
Inbound: the size of an Email excluding attachmentsAttachments included on the emailincluding all attachments, regardless of processing outcome
Outbound: The main email payload text/html as well as any images/attachments inlined/attached to the message
Understanding your usage
Standard mail in/out
Successful Inbound Messages processed by JEMHC
Outbound Notifications sent by JEMHC created in the normal traffic flow i.e. Assignee being notified of a Customer comment.
Maintenance
Maintenance traffic means mail that was processed by JEMHC but that did not result in an issue creation for some reason, typically, a mismatch between email addressees and the Profile > Catchemail (mailbox) address. Maintenance traffic counts twice, as it must be read and forwarded to keep the mailbox processable - it is in your interest to identify and minimise causes of maintenance traffic
Inbound messages polled from the Inbound Mail Connection that encounter problems during processing
Outbound messages JEMH Cloud creates for Maintenance Notifications i.e Forwarded Mails
System Notifications
Identifying causes of maintenance traffic
Please see on this page: https://thepluginpeople.atlassian.net/wiki/spaces/JEMHC/pages/3743416325/Capacity+Plan+Fully+Consumed#Identifying-maintenance-traffic-through-JEMHC-Auditing We cover how to identify and diagnose maintenance traffic in the next section.
Usage Monitoring
Checking your usage
Please navigate to the usage page as found via JEMHC Configuration > Licensing > Usage a further breakdown on this page can be found here: Usage
Alert notifications based on Capacity
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usage
Recipients you list in the System Notifications found via Licensing > System Notifications will be notified via email about your instances usage.
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Once Usage is selected if you have any Maintenance traffic (provided that the auditing hasn’t been cleared), a list of maintenance only table items Inbound Messages example below:
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During Evaluation
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Understanding WHY you are getting maintenance traffic
Common causes are
‘users’ interactively using the mailbox feeding JEMHC to send mail ‘out’, symptoms of this include mail “from:” the expected Profile> Catchemail to: some individual user.
Historic configuration may drive many emails (addressed to many addressees) into the mailbox, if you expect JEMHC to process only a specific set of addressees, then you will need to setup a rule in the actual mailhost to route such mail to a folder for dedicated pickup by JEMHC, leaving all remaining mail for human triage.
Assuming you have validated that the email does match the
If you still need specific help, please use the “Flag for support” option on the inbound mail within JEMHC Auditing, which will log a support ticket with us, exposing the mail and your Profile for review (your email data never leaves our system in this case).
Increasing your Capacity
During Evaluation
We are happy to increase capacity from the Starter Plan toward production levels your users would dictate but would highlight that this limit is done to protect you from unexpected mail processing at scale, we don’t recommend going to full capacity if you only have ‘outbound’ mail done, and expect to do the inbound mail later (as this is where most of the problems come from).
You are expected to be listed as a JEMHC > Licensing > System Notification recipient, please keep an eye out for usage messages and contact our support team referring your Atlassian host url (nnn.atlassian.net).
Once Active, or if you consume production capacity in Eval
Data Packs
Temporarily boost your capacity and are used only when plan capacity exceeded. Data packs increase the amount of Messages or Data in addition to your monthly plan capacity. Data Packs act as a reserve of messages and data. Data pack capacity is used after monthly allowance has been consumed.
If you are not yet at production levels, please contact our support teamreferring your host URL (e.g. nnn.atlassian.net).
If plan limits are frequently reached, you may find it is more cost effective to go for a Plan Upgrade instead of buying Data Packs.
please
Please see: https://thepluginpeople.atlassian.net/wiki/spaces/JEMHC/pages/163164185/Licensing#Data-Packs.
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Data Packs are available from https://thepluginpeople.e-junkie.com/product/JEMHCDP/JEMHCloud-Data-Pack with a PayPal account. We can provide card only checkout links on request. If your host url is specified on the form during checking (e.g. nnnn nnn.atlassian.net) the DataPack Data Pack will be automatically allocated, if not, we can manually apply, in UK office hours.
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your company name and office address including VAT# for GB/EU customers
your Atlassian host url: nnnn
nnn.atlassian.netyour required DataPack size as per Licensing page.
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your company name and office address including VAT# for GB/EU customers
your Atlassian host url: nnnn.atlassian.net
your required target Capacity Plan
Use of Data Packs prior to Plan Upgrade
Data Packs provide ‘additional’ capacity, Plan Upgrades increase the baseline capacity available per month. If you were to purchase DataPack(s) it's possible that when they are consumed a plan upgrade would be asked for that would not add ‘more’ capacity in the remainder of the current month as the Plan Upgrade is not additive and would not immediate guarantee ‘more’.