Licensing

Subscription pricing

Like other Atlassian cloud apps, JEMH Cloud's pricing is based on the actual number of users in your Atlassian product. For example, if you have a 27 user Jira Software and a 10 agent Jira Service Desk, you pay the 27-user app price.

Your subscription grants you a usage allowance (called a "plan") which is based on the number of users that your subscription covers. Additional capacity can be purchased in the form of Data Packs, and Plans can be upgraded to higher tiers if needed.

Data Center to Cloud

We support Data Center customers with Dual Licensing (a fee DC license), where >1000 cloud seats are purchased for a year term in advance.

Server to Cloud

JEMH for Jira Server is not paid through Atlassian Marketplace and is no part of the Dual Licensing path. As Server licenses are perpetual, they can of course continue to be used indefinitely for versions released in your maintenance window. Contact sales@thepluginpeople.com for more info.

Academic & community licensing

JEMHC follows Atlassian's cloud app licensing policy for Academic and Community pricing. In line with the basic subscription discounts, JEMHC Data Packs and Plan Upgrades are also available at a 50 % discount (the online shop does not handle Academic & Community discounts, you must contact sales@thepluginpeople.com for a quote).

Quoting & purchasing

We do not quote for cloud subscriptions directly. Instead, generate a quote via Atlassian. Per-user pricing can be found on the JEMHC Marketplace entry.

About data

JEMHC Email Usage is reset to zero on the first of every month. The metrics JEMHC Plan’s cover are based on Email Messages (count) and Data (MB) that include both Incoming mail retrieved by JEMHC and Outgoing mail sent by JEMHC, illustrated below:

1 Email in = 1 message, 1 Email out = 1 message (100 messages in with 200 messages out = 300 messages used)
1 Email of 10MB = 10MB of data in, 1 Email of 10MB out = 10MB of data (100 messages of 20MB = 2000MB of data used)

Free notifications that are not billed /counted involve low data/impact services like web-driven SMS and Instant Messaging notifications.

Why isn't unlimited usage part of the subscription fee?

While we would love to give customers unlimited usage capacity, this is not feasible in reality. Some customers require much higher capacity than others, and that capacity comes at a cost. For now, we believe the fairest solution is to use Plans.

A Plan grants a customer a certain amount of messages and data every month (on the 1st of each month).  If you reach your plan's limit, your service stops until you top-up with a Data Pack, or the next month begins.  Some users want messages, while some users want data.  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.

License types

All pricing here (and the e-junkie shop) are for commercially licensed instances. Discounts can only be acquired by emailing our sales team. Purchases are final and non-refundable. See https://developer.atlassian.com/platform/marketplace/app-discount-programs/ for comparison of subscription cost discounts. The following discounts apply for Plan Upgrades and Data Packs:

Per-User pricing

If planned capacity is exhausted, related top-up purchases are required to continue processing, this cannot be done through Marketplace and must be done directly through the shop or sales@thepluginpeople.com (see Data Packs and Plan Upgrades below), we do not do plan upgrades prior to payment.

correct as of 19 MAY 2021

Xenon /Radon Plan tiers are for discussion/illustration.

Plans

Plans allocate a monthly allowance of messages and data (messages in and out) to be used for inbound and outbound processing. Plans/allowances are allocated/refreshed on the first day of each month. The size of allowance granted depends on the number of users paid for by the subscription. If your user tier increases you'll be eligible to go up to the next Plan tier at the start of the following month.

Data limits scale linearly though all plan tiers, maintaining an average of 0.2 MB per message.

• GB = gigabyte = 1000 MB, MB = megabyte = 1000 kB, kB = kilobyte = 1000 bytes. Prior to 1 July 2021 plans were presented using binary prefixes (e.g. 1 KiB = 1024 bytes).

• The "Starter" plan is limited in order to catch processing problems early. If you hit this limit during evaluation, email our support team referencing your host URL (e.g. xxxx.atlassian.net) so we can bump up your capacity toward production levels.

• Unlimited plan is for discussion only.

Customer migration

All customers will be allocated the plan according to the number of users that JEMHC is licensed for.  Customers who already have a Plan Upgrade in place will be migrated to the new Plan of the same or greater capacity.

Plan allocation

JEMH Cloud assigns each Jira Host a monthly Plan.  A Plan defines how much data and messages can be received and sent for that host.  The host's Plan will be set based on the host's maximum number of users.

• When JEMH Cloud processes (inbound) and sends an email (outbound), the host's usage will be increased adding 1 to the messages used and adding the email size to the data used. The email size includes attachments and the user images JEMH Cloud stores

• When JEMH Cloud downloads an attachment from Jira, it counts towards data. Attachments may be downloaded to be sent in notifications and for attachment duplication detection

• When JEMH Cloud uploads an attachment to Jira, it counts towards data. Attachments and images are uploaded from emails to the issues

• Running Test Cases and all derived notifications count towards usage

A monthly plan limit is reached once the monthly messages OR data used is greater that what the Plan defines.  Once the limit has been exceeded, JEMH Cloud will not process any more inbound emails. The usage will be reset on the 1st of every month.

Why do trials get allocated the small capacity Starter Plan?

New evaluations are put onto the limited capacity Starter evaluation plan to stop excessive erroneous email processing while you are configuring the app.  Once normal email processing has been shown, contact our sales team to get a higher capacity plan.  You are notified of usage once 80% (data or messages) is reached.  See JEMHC > Licensing > System Notifications to change this threshold and who is notified.

Do Plans change?

Yes, plans are reviewed on a regular basis. Updates to Plans will be noted on the JEMHC blog.

Data Packs

If your company needs to process more messages or data than the monthly Plan allows, you can buy Data Packs that act as a reserve of messages and data that is used after the monthly Plan has been consumed. If you’re not yet at production levels, contact our support team referring your host URL (e.g. xxxx.atlassian.net).

History and Expiry

Records of purchased Data Packs can be found in JEMHC > Licensing > Plans (scroll down).   Data packs remain usable before one year from purchase, after which time they are dropped, causing unused messages and data to be be removed.

A Data Pack is consumed once all its messages OR data are consumed (zero messages OR zero data left).  When a new month starts, all unconsumed Data Packs are available after the host consumes its standard monthly Plan allowance (messages or data).

Purchasing

Data Packs can be purchased directly through our online shop. Your Atlassian host URL (e.g.  your.atlassian.net) is required so make sure you have that to hand. Once the purchase is completed, the data pack is automatically applied to your JEMH Cloud app.

Plan upgrades

If message count or data volume is regularly exceeded, it is more cost effective to upgrade your plan.  As the numbers of users remains the same, the Atlassian marketplace billing will also remain the same. What will be required is an out-of-band purchase for the upgrade.  Subscription purchases are not applicable to plan upgrades - its expected that customers wanting this would be looking at an annual period. Plan upgrades are non-refundable and non-transferable.  Customers are expected to remain at least at their initial tier for the period. If customer subscription levels drop below the one the upgrade was based on, customers will be asked to top up their plan upgrade accordingly (as upgrade pricing factors in existing tier subscription).

• A Plan Upgrade doesn’t add capacity, it only increases the maximum per month. If usage (including Data packs) exceeds what the Plan Upgrade maximum is, a Data Pack would be required.

• Regretfully, without exception all plan upgrades must be paid before allocation.

• Plan Upgrades are a one year fixed term capacity upgrade.

• Plan Upgrades cannot be purchased through Atlassian Marketplace which has no concept of volume-related billing at this time.  

• Purchasing plan upgrades can only be done via invoice. To do so, contact our sales team referencing your Atlassian host URL, and which plan you want to upgrade to.

How its calculated

Plan Upgrades are for a one year fixed term and are calculated as 10 times the difference in per-user pricing between "one user into the new tier" and the Average of the old tier, thereby providing the same level of discount as Atlassian annual subscriptions (12 months for the price of 10).

Plan Upgrade examples

Upgrading whilst a Plan Upgrade is active

If you need to upgrade whilst one is active, remaining fully unused months can be credited against a new Plan Upgrade from your current user-based Plan to the desired plan.

Example

If you have 10 Users, the user-based plan allocation will be Bronze1.  A plan upgrade from Bronze1 to Bronze4 (see examples above) will be $525 for a 12 month term.  5 months and a day later, a Plan Upgrade to Silver 1 is required.  This will be calculated as Bronze 1 > Silver upgrade ($1150) minus remaining six full months of the existing Bronze 1 > Bronze 4 upgrade (6 * $525/12), so that's $1150 - $262.50 == $887.50 due.

What happens if your user count drops below the pre Plan Upgrade level

If your user level causes your (pre-upgrade) allocated Plan to drop below the level before Plan Upgrade, your upgrade term will be reduced in monthly increments to cover.

Example scenario

You plan was Bronze 4, then a Plan Upgrade was purchased to Silver 4, after which, at some point, your users cause the pre-upgrade mapped Plan to drop below Bronze.

Evaluation Period

Please don't try to extend your evaluation period beyond the standard duration.  If you uninstall and reinstall, cancel an Active license and try to start a new evaluation, it may appear that you can start an evaluation but it will not work.

The Pricing FAQ tab contains a section 'Can I extend my free trial' of the JEMHC Add-on listing:

For cloud apps, you cannot extend your free evaluation period. All cloud apps are immediately subscribed by a user, and we provide a free evaluation period. This is a minimum of 30 days and ends on the second billing cycle after you first subscribe to the app.

The Initial Evaluation Period should not be more than 60 days in any scenario.  When evaluations complete, you can either subscribe to the JEMHC service, or cancel.  When evaluations expire no access to JEMHC features or UI will be possible - all mail retrieval will stop, and no outbound notifications will be sent.  If a subscription doesn't start after 30 days, all configuration and data will be purged automatically (if defined, your contact email address will be notified of this action).

Once the initial Evaluation Period has been passed, only Active licenses will be supported, the re-installation of further evaluation licenses will not be valid, ever!  Repeat evaluations would be possible if the service is cancelled and left idle for 30 days (to trigger host purging).

Consequences of Cancelling/ Uninstalling : License Cycling

If you cancel an active subscription (that actually doesn't result in a payment to us until the end of the month) you will need to become active once more in order to use JEMHC. Regardless of what Marketplace indicates as a valid Evaluation license JEMHC sees this as abuse and blocks it.  As there is no way to purchase cloud apps without first trialling (see https://ecosystem.atlassian.net/browse/AMKT-22742), you will need to contact Atlassian support. Apparently they will not be able to ‘progress’ an order until you actually start a trial, so you will need to contact us after raising an issue with Atlassian to enable a time-limited evaluation. This will give you and Atlassian time to complete the purchase and get your status Active (you need to push back if you get answers from support along lines of 'active after evaluation’).  If a license is not found to be Active after a short time, app access will be voided.

Bugs with Annual terms

We've had several cases where annual purchases don't actually go through on Atlassian licensing system, so as a 3rd party app we are simply informed you have no license.  If you have purchased a year term but seem to be locked out of the app, contact Atlassian support as we can’t solve this directly.

Expired Evaluations

Any evaluation license that exists for more than 61 days becomes expired. If a customer has not provided valid payment details at this point, no further processing will occur until the license turns active. Restarting an evaluation will not work and is not advised (see License Cycling above).

Voided licenses

In some exceptionally rare situations, it may be required to void user licenses to stop automated installations of the add-on or prevent abuse.  If this happens:

• The app will not function regardless of license state (installing a new evaluation or going Active won't change voided status)

• Clearing the voided status is possible only by contacting us (please refer your Jira host name when doing so)

• Voided hosts will be immediately inactive, and after 30 days will have all configuration and other retained data purged.  Once purged, hosts are free to install an initial evaluation again.

Privacy

See our Privacy Policy and related Cookie Policy.

EULA

This software is licensed under the provisions of the Standard EULA from the Atlassian Marketplace Terms of Use as a Marketplace Product.

The "Standard EULA" is reproduced here for convenience. In this case, the "Publisher" is The Plugin People Ltd:

(i) The Publisher is the licensor of the Marketplace Product and Atlassian is not a party to the Publisher EULA or this Standard EULA, as applicable.

(ii) If the Marketplace Product does not include a Publisher EULA that specifies Marketplace Product license rights, Publisher grants you a limited, worldwide, non-exclusive, non-transferable and non-sublicensable license to download and use the Marketplace Product only on hardware systems owned, leased or controlled by you.

(iii) Licenses granted by Publisher are granted subject to the condition that you must ensure the maximum number of Authorized Users that are able to access and use the Marketplace Product concurrently is equal to the number of User Licenses for which the necessary fees have been paid to Atlassian and/or its authorized partners (each, an "Atlassian Expert"). You may purchase additional User Licenses at any time on payment of the appropriate fees to Atlassian or an Atlassian Expert. "User License" means a license granted under this EULA to you to permit an Authorized User to use the Marketplace Product. The number of User Licenses granted to you is dependent on the fees paid by you. "Authorized User" means a person who accesses and uses a Marketplace Product under the EULA and for which the necessary fees have been paid to Atlassian and/or an Atlassian Expert.

(iv) Any information that Publisher collects from you or your device will be subject to any Publisher EULA, privacy notice, or similar terms that the Publisher provides to you, and will not be subject to the Atlassian Privacy Policy (unless Atlassian is the Publisher).

(v) You may not modify, reverse engineer, decompile or disassemble the Marketplace Product in whole or in part, or create any derivative works from or sublicense any rights in the Marketplace Product, unless otherwise expressly authorized in writing by Publisher.

(vi) The Marketplace Product is protected by copyright and other intellectual property laws and treaties. Unless otherwise expressly stated in the Publisher EULA, Publisher or its licensors own all title, copyright and other intellectual property rights in the Marketplace Product, and the Marketplace Product is licensed to you directly by the Publisher, not sold.

Additional Terms

This product is covered by our Cloud Software Product EULA.