What is a Capacity Plan

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 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: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

If your plan's limits have been hit then your 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 7 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 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 levels driven by active users as needed (it's a manual process). You can be notified of usage once 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: 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 our sales team.

Once you have gone active and evaluation is finished then you will need purchase a Capacity Plan.

Before going active

Once Active

Capacity 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:

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.

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

Data Volume is calculated for email as:

• Inbound: the size of an Email including 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

We cover how to identify and diagnose maintenance traffic in the next section.

Usage Monitoring

Checking your usage

Navigate to JEMHC Configuration > Licensing > Usage to see:

• Current month usage breakdown

• Previous 6 months aggregated usage

• Purchased DataPacks usage

How to reduce usage

See How to reduce MSG / Data volume

Alert notifications based on Capacity usage

Recipients (Email Addresses and Users) listed on Licensing > System Notifications will be notified via email about your instances usage (also used for sources/handlers going offline)

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

Open

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:

Open

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:

Understanding WHY you are getting maintenance traffic

Each audit line of inbound messages has a Report accessed through the icon at the end of the line, there will be information explaining the reasons for not processing:

Common causes are:

1. ‘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.

2. 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).

Common steps to prevent of unwanted traffic

• When connecting to a mailbox, ensure you to select 'from this point forward' if your email client offers this, otherwise JEMHCloud will be given all emails including those in the past to process, leading to plan exhaustion.

• Ensure that your JEMHCloud Profile 'catch email address' is the inbound mailbox address. If the app receives an email that doesn't have the mailbox address in its recipient list, it will be bounced.

• If you're using POP and use the mailbox interactively (e.g. through Gmail web UI), this results in all mail you send being sent to the app as well, and rejected. Use IMAP or a dedicated mailbox instead.

• Ensure that you do not used a shared mailbox as any email addressed to non catch email addresses will be processed as maintenance traffic which affects you plan usage.

Folder Closed?

This is not a bug, the mailhost, for whatever reason has closed the connection before JEMHC could complete and mark the message read, as such:

1. there is no mail to process so it cannot be rerun

2. as the mail was not processed it will still be on the mailhost and will be processed on the next pass. JEMHC Auditing reports include the MessageID of the incoming messages even during FolderClosed so you should be able to collate between a FolderClosed and a further processing.

Can’t solve the problem?

We can provide interpretation of the report content if you cannot understand what to solve, to do this and get a more targetted first response, use the Flag for Support feature on each incoming mail.

By “Flagging for support” an issue will be created in our support system, you do not need to create additional issues, please don’t duplicate !

Increasing your Capacity

There is no point increasing capacity if you have a large maintenance traffic level. You could buy a datapack but thats like putting coins in a meter with all the lights on, its going to zero out so you need to solve the underlying problems.

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 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: App 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. nnn.atlassian.net) the Data Pack 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: nnn.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

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’.