JEMHC is the Enterprise Mail Handler for Jira Cloud, and is co-listed on Marketplace with the Server version, JEMH.
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.
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 firstname.lastname@example.org for more info.
all quoting is all handled through Atlassian Marketplace, you can generate a quote here.
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 msgs of 20MB = 2000MB of data used)
Free notifications that are not billed /counted involve low data/impact services like web-driven SMS and IM (Slack) 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 (for example, at the end of NOV 2018 ~1.5% of hosts exceeded Plan capacities).
All pricing here (and the e-junkie shop) are for commercially licensed instances. Discounts can only be handled through email@example.com. Purchases are final and non-refundable. The following discounts apply for Plan Upgrades and DataPacks:
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 firstname.lastname@example.org(see Data Packs and Plan Upgrades below), we do not do plan upgrades prior to payment.
correct as of 9 OCT 2020
Max (annual, 10months)
Max (annual, 10months)
Up to 10 users
1 - 100 users
$250 + (users-100) * $1.50
$475 + (users -250) * $0.50
$850 + (users -1000) * $0.15
$1450 + (users -5000) * $0.10
Further pricing Examples
The two tables below show the maximum monthly cost for a given Plan.
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.
JEMHC Plan Allocations
Based on the annual user tier structure, all plan points above are met or exceeded in terms of capacity below (effective 9 OCT 2020):
The "Starter" plan is deliberately limited, to catch mail loop and processing problems early. If whilst during evaluation, you hit this limit, reach out to email@example.com referring your host (xxxx.atlassian.net) so we can bump up your capacity toward production levels.
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.
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 sends a HipChat notification (outbound), the host's usage will be increased adding the notification size to the used data. Please note that PPL decided not to increase the used messages for HipChat notifications
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 new customers initially get allocated the very limited capacity Starter Plan?
New evaluations are put onto the limited capacity Starter evaluation plan to stop (all too common) runaway email processing which the user probably didn't want in any case. Once normal email processing has been shown, new users can be bumped up onto higher plans as needed, just contact firstname.lastname@example.org. You would be informed of usage once 80% (data or messages) is reached. See JEMHC > Licensing > System Notifications to change the limit, or who should be notified.
Do Plans change?
From time to time, Plans are modified. Updates to Plans will be noted on the JEMHC blog.
Jira Cloud storage limits
Storage varies depending on your Jira Product plan (see Atlassian Cloud storage policy for details). If you need more, or want to host your data yourself, JEMHC provides an external cloud storage feature that allows uploading content to external storage systems (e.g. AmazonS3, Dropbox, Google Drive). This uploaded content data still travels through JEMHC servers, and therefore still consumes data from your monthly plan allowance. Future releases will allow JEMHC to make use of this in various ways, e.g. for storage of email attachments and even further down the path, for storing longer term archives of auditing email content.
When your Plan is at production levels (during eval or Active) if your company needs to process more messages or data that the monthly Plan allows, you can buy Data Packs that act as a reserve of messages and data that JEMH Cloud starts to consume after the monthly Plan has been consumed. If you are still in Eval, check the JEMHC Plan Allocation table above, if you’re not yet at production levels, reach out to email@example.com your instance url (eg xxxx.atlassian.net).
History and Expiry
Records of purchased Data Packs can be found in JEMHC > Licensing > Plans (scroll down). Data packs are valid for 1 year from purchase and will expire after one year from purchase 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).
Data Packs are purchased directly through our online shop. Once the purchase is completed, the data pack is automatically applied to your JEMH Cloud account.
We have Msg + Data and data only varieties of DataPack:
Data Pack Size
Data Pack Size
XL Data 1.5GB
XL Data 3GB
XL Data 6GB
XL Data 12GB
XL Data 24 GB
When selecting the Data Pack size, the 'domain' of your instance is needed (e.g. yourco.atlassian.net) , to enable automated lookup of your instance and application of the pack.
Currently, the checkout process is Credit Card only via PayPal. Invoicing is also of course supported, for that please mail firstname.lastname@example.org and indicate what Data Pack Size you need and what your domain is.
If message count or data volume is regularly exceeded, it would be more cost effective to upgrade plans. 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 does not add capacity, it only increases the maximums per month. It's possible that usage (including Data packs) may exceed what the Plan Upgrade maximum is, so will still require a Data Pack to be in credit.
Regretfully, without exception, all plan upgrades must be paid before allocation.
Plan Upgrades are a one year fixed term capacity upgrade. If you exceed an upgraded Plan, you may still need a DataPack.
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, contact email@example.com, be sure to refer 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
Bronze 1 to Bronze4
Bronze4 starts at 26 users, 26 users comes in the 1-100 user range, so that’s (26*2.50) == $65 pcm
The average user level within Bronze1 is 5 users, so that's (5*2.50) == $12.5
Upgrade cost is then 10 * (65 - 12.5) = $525 per year
Bronze1 to Silver1
Silver1 starts at 51 users, the first 51 are at $2.50 (from the 1-100 tier), so Silver1 requires (51*2.5) == $127.50 pcm
The average user level within Bronze1 is 5 users, so that's (5*2.50) == $12.5
Upgrade cost is then 10 * (127.50 - 12.5) == $1150 per year
Silver2 to Gold4
Gold4 starts at 801 users, the first 100 are at $2.50 (from the 1-100 tier), the next 150 are at $1.50 (from the 101-250 tier), the next 551 are at $0.50 (from the 251-1000 tier), so that’s (250 + 225 + 275.5) == $750.5 pcm
The average user level within Silver2 is 150 users, so the first 100 are at $2.50 (from the 1-100 tier), the next 50 are at $1.50 (from the 101-250 tier) so that's (250 + 75) == $325
Upgrade cost is then 10 * ($750.5 - 325) == $4250 per year
Argon1 to Krypton1
Krypton1 starts at 5001 users, the first 100 are at $2.50 (from the 1-100 tier), the next 150 are at $1.50 (from the 101-250 tier), the next 750 are at $0.50 (from the 251-1000 tier), the next 4000 are at $0.15 (from the 1001-to 5000 tier), then 1 final user at $0.1, so that's (250 + 225 + 375 + 600 + 0.1) == $1450.1 pcm
The average user level within Argon1 is 2250 users, so the first 100 are at $2.50 (from the 1-100 tier), the next 150 at $1.5 (from the 101-250 tier), the next 750 at $0.50 (from the 251-1000 tier), the next 1250 users are at $0.15 (from the 1001-to 5000 tier), so that’s (250 + 225 + 375 + 187.5) == $1037.5
Upgrade cost is then 10 * (1450.1 - 1037.5) == $4126 per year
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.
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 12month term. 5 months and a day later, a Plan Upgrade to Silver1 is required. This will be calculated as Bronze1>Silver upgrade ($1150) minus remaining six full months of the existing Bronze1>Bronze4 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.
You plan was Bronze4, then a Plan Upgrade was purchased to Silver4, after which, at some point, your users cause the pre-upgrade mapped Plan to drop below Bronze.
Please don't try to extend your eval period, it will end badly, the clock starts on the first evaluation, and keeps running, regardless of usage or license status. If you uninstall and reinstall, cancel an Active license and try to start a new eval, it may appear that you can start an eval but JEMHC will block such actions (AMKT-12613).
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).
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. If you talk to Atlassian support about this please quote the following JST-162752 and refer the logged bug on the topic: AMKT-12613.
Buy it now…
There is still no way to 'buy it now' for cloud apps (see https://ecosystem.atlassian.net/browse/AMKT-22742). In order to go active, we can on request through firstname.lastname@example.org to enable your evaluation in JEMHC for a strictly limited time-frame to give you time to complete the purchase. Such re-evals are monitored and if they do not go active within a 48hr period, will be voided to an unlicensed state.
Bugs with Annual terms
We've had several cases where annual purchases don't actually go through on Atlassians licensing system, so as a 3rd party app, are informed you have no license. If you have purchased a year term, but seem to be locked out of the app, then contact Atlassian support (https://support.atlassian.com) in the first instance, as there will be nothing we can directly do.
Any eval license that exists for more than 61 days becomes an expired eval. If a customer has not provided valid payment details at this point, no further processing will occur until the license turns active. Restarting an eval will not work and is not advised (see License Cycling above).
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:
it wont be possible to use JEMHC, 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 email@example.com (please refer your Jira host name when doing so)
Voided hosts will be immediately inactive, and after 30days will have all configuration and other retained data purged. Once purged, hosts are free to install an initial evaluation again.
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.
(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.