App licensing

How pricing works

App pricing is based on users, priced in tiered plans (below). In cloud, a user is an active user in your instance (Jira Service Management customers don’t count as active users).

For the latest pricing details, please visit Enterprise Mail Handler for Jira (JEMH) | Atlassian Marketplace.

Plan capacity and usage

Capacity Plans grant customers a certain amount of messages and data every month. They are refreshed on the first day of each month, based on the active users in your subscription. Message count and data volume increases as you increase in plan size (reflecting all email your instance receives in and sends out).

What happens when you run out of capacity?

Processing of inbound mail and the generation of outbound notifications stop. No data is lost in this scenario - as soon as there is sufficient capacity available, processing will continue.

If plan capacity is exhausted, more can be acquired in two ways:

• Purchasing a Data Pack, a one off capacity increase (Messages , Data or a combination of both)

• Purchasing a Plan Upgrade (see Capacity Plans )

Quotes can be requested from sales@thepluginpeople.com or though our Support Portal, it is possible purchase Data Pack out of hours using a credit card through our Online Store.

How is plan usage calculated?

See How plan consumption is calculated.

When is plan usage reset

JEMH allocates capacity plans to customers based on their paid Atlassian subscription users on the 1st of every month. Plan Upgrades can occur at any time, however, are allocated on payment only.

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 consumed.  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 communicated via the JEMHC blog.

Any changes to your plan are shown in the plan refresh notification sent each month. The plan transition types below explain what each type covers:

• Install - New installations of the app will be shown as an install transition.

• Manual - If you have contacted support and had a recent plan change, it will be shown as a manual transition.

• Auto - If your active user count automatically moves you to a higher plan tier, this will be shown as an automatic transition.

Data Center to Cloud migration

We support Data Center customers with Dual Licensing (a free DC license), where over 1000 user subscriptions are purchased for a year term in advance.

Server to Cloud

JEMH for Jira Server is not paid through Atlassian Marketplace and is not 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. Maintenance for Server can be renewed for a minimum 4 month term as needed. For more information, contact our sales team.

Academic & Community licensing

Subscription costs

JEMH Cloud follows Atlassian's cloud app licensing policy for Academic and Community pricing. In order to get a free community app license you need to:

1. Have a community Jira instance license already: https://www.atlassian.com/software/views/community-license-request

2. Request a community license through Atlassian https://www.atlassian.com/company/contact/purchasing-licensing

Atlassian partners

Free subscriptions are supported for Atlassian partners, however capacity limits apply based on subscription user level. See ‘Additional capacity costs'.

Quoting & purchasing

We do not issue quotes for subscription costs. Annual quoting is possible via Atlassian Marketplace with monthly subscription pricing is shown on the JEMHC Marketplace entry, see Per-user pricing below for pay as you go monthly subscription costs.

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

While we would like to provide customers with unlimited usage capacity, it's not feasible in reality. Some customers need significantly higher capacity than others, and this increased capacity comes with costs. At present, we consider using plans as the fairest solution.

Some users want messages while others want data, or a mix. 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 shown here and on our Online Store are for commercially licensed instances.

Discounts

Discounts are only available for specific customer license types and for when they are made directly through our sales@ / support@ mailboxes. Purchases made directly through the online shop are not discounted, regardless of license type, no refund or credit will be offered.

The following customer license types are eligible for discounts when making direct purchases through sales@ / support@ mailboxes.

• Academic

• Community

• Classroom

• Open Source

Atlassian partners already get discounts through https://developer.atlassian.com/platform/marketplace/app-discount-programs/ that apply to subscription billing, we don’t usually have more.

We offer a flat rate of 50% for DataPacks and Plan Upgrades. Capacity allocations are only made on payment receipt.

Migrating from Server & Other License Type?

Once you have established your Jira cloud instance license type with Atlassian, it should fit into the model above, e.g. 'Community'.

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.

Have you purchased an annual license?

Atlassian license response only indicate the active users in your instance (https://ecosystem.atlassian.net/browse/FRGE-815 ). We are happy to allocate the correct plan for the term of your annual license on request, just contact our support team referring your host URL (e.g. xxxx.atlassian.net) and EIN/SEN

Data Packs

If your site needs to process more messages or data than your standard monthly Plan allows, you can buy Data Packs that act as a reserve of messages and data. Data Pack capacity is used after the monthly allowance has been consumed. If you’re not yet at production levels, contact our support team referring your host URL (e.g. xxxx.atlassian.net). If plan limits are frequently reached, you may find it is more cost effective to upgrade your plan instead of buying Data Packs

History and Expiry

Records of purchased Data Packs can be found via JEMHC > Licensing > Plans. Data packs remain usable for one year from date of purchase, after which time they expire along with their unused message and data capacity.

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 online (PayPal acct required) and automatically applied when:

1. Use the Online Shop

2. Refer your Atlassian host URL (e.g.  your.atlassian.net) during checkout

If you require a card-only checkout, this can be done by request through sales@thepluginpeople.com

Plan upgrades

Upgrading your assigned plan to a higher tier is a cost effective way to increase your maximum message and data allowance. It is recommended over Data Packs in cases where monthly limits are being frequently reached. The Atlassian app pricing model doesn’t support capacity related billing so currently upgrades must be purchased directly from us (The Plugin People), separately from subscription billing. To upgrade, contact our sales team referencing your Atlassian host URL and which plan you want to upgrade to.

Calculating Plan Upgrade costs

The Capacity Plans page contains a full list of tiers, and the cost calculations for Plan Upgrades.

Upgrading while a Plan Upgrade is active

If you need to upgrade while an upgrade is already active, the 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

Your plan was Bronze 4, then a Plan Upgrade to Silver 4 was purchased. Then, at some point your user count causes the pre-upgrade mapped Plan to drop below Bronze.

What happens if you cancel the JEMHC subscription

Plan upgrades are non-refundable.

Evaluation Period

The evaluation period is fixed by Atlassian. Please refrain from attempting to extend your evaluation period by cycling licenses (uninstalling and reinstalling and/or canceling an Active license and trying to start a new evaluation) - it may seem possible to 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 62 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 passed, only Active licenses will be supported. The re-installation of further evaluation licenses will not be valid. Repeat evaluations would be possible if the service is cancelled and left idle for 30 days (to trigger host purging).

Evaluation period extensions are not usually granted. If customers exceed 60 days for evaluation, we suggest transitioning to a monthly subscription with no significant annual cost. To continue into the 3rd month, take no action; payment will occur at month-end. Otherwise, cancel and receive an Atlassian refund.

Consequences of Cancellation / non-payment

To use JEMHC after a canceled active license or failed payment, you will need to switch to an active license immediately. You can initiate this process through support.atlassian.com since there is no option for 'buy now' for cloud apps.

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 (https://ecosystem.atlassian.net/browse/AMKT-12613 ).  As there is no way to purchase cloud apps without first trialing (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

Annual purchases may not register immediately in Atlassian's system, leading to incorrect license status. If you've bought a yearly subscription but can't access the application, contact Atlassian support for assistance.

Expired evaluations

Evaluation licenses expire after 62 days. Any cancellation of an evaluation cannot be restarted after 7 days from the first evaluation starting (cancelling does not allow a new evaluation period).

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 app 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.

Testing

Extending initial evals

Evals are limited in duration (see Evaluation Period above) extending them is typically not possible, ensure billing details are present on the billing user for the instance to avoid impact at the point of billing.

The Plugin People are not responsible for the issuance of any cloud licenses. If you are starting a migration and need a specific fixed term for that to occur, you will need to go through http://support.atlassian.com , and gain authorization from us through our Support Portal.

Longer term test instance

There are only a few paths:

a) Create a new test eval instance and setup from scratch, leaving the instance to expire out once the license lapses

b) License a second small scale 10 user instance to rretain configuration

c) Use a sandbox instance (requires Premium/Enterprise platform license), see https://support.atlassian.com/organization-administration/docs/what-are-sandboxes/

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 that now includes the Data Processing Addendum (DPA)for this app. By subscribing to the app, these terms are automatically accepted.