Why a Plan is fully consumed

Firstly what is a plan: A Plan grants a customer a certain amount of 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: 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 your plan's limits have been exceeded then your service stops until you top-up with a Data Pack, or the next month begins.  

Capacity Plans

How/When Capacity Plans are allocated

During Evaluation

New evaluations are put onto the limited capacity Starter evaluation plan to stop excessive erroneous email processing while you are configuring the app.

During evaluation we can increase capacity plan toward capacity level (driven by active users as needed we do this manually). However you are notified of usage once 80% (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 during evaluation 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 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 plan.

How we calculate usage

Message Count

This can calculated from the two sources:

Message 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 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:

• The size of an Email excluding attachments

• Attachments included on the email

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

• 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

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 levels

Recipients you list in the System Notifications found via Licensing > System Notifications will be notified via email about your instances usage.

You can set a % alert level such that the users/addressed configured are notified when the alert level is reached. Example below:

Identifying maintenance traffic through JEMHC Auditing

Sources of Maintenance traffic can be found in Auditing via JEMHC Configuration > Auditing which can then be further refined in Inbound Messages and Outbound Messages then set the Usage Filter to Maintenance In as shown below:

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:

Increasing your Capacity

During Evaluation

Its free up to production levels. As per: https://thepluginpeople.atlassian.net/wiki/spaces/JEMHC/pages/3743416325/Capacity+Plan+Fully+Consumed#During-Evaluation, we can increase capacity plan toward production levels. Please keep an eye out for you alert level messages and contact our team to increase you capacity during evaluation period.

Once Active, or if you consume production capacity

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 team referring 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 see: https://thepluginpeople.atlassian.net/wiki/spaces/JEMHC/pages/163164185/Licensing#Data-Packs.

Plan Upgrades

Effectively increasing Plan to a higher tier. This is recommended over Data Packs in cases where monthly limits are being frequently reached. This is a more cost effective way to increase your Message and Data limits.

Purchasing

Additional capacity is typically allocated on payment only.

DataPacks

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.atlassian.net) the DataPack will be automatically allocated, if not, we can manually apply, in UK office hours.

Quotes will require:

• your company name and office address including VAT# for GB/EU customers

• your Atlassian host url: nnnn.atlassian.net

• your required DataPack size as per Licensing page.

Invoices are issued for all payments received, a requirement of UK HMRC.

Plan Upgrades

Plan Upgrades are a 12 month term in advance non-refundable purchase. We do not recommend them until you have sufficient usage history.

We can issue quotes/invoices for this through our support portal : https://thepluginpeople.atlassian.net/servicedesk/customer/portal/1 (learn more about Getting support) or by email through sales@thepluginpeople.com. In order to issue quotes we will need:

• your company name and office address including VAT# for GB/EU customers

• your Atlassian host url: nnnn.atlassian.net

• your required target Capacity Plan