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 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 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. For more information, contact our sales team.

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 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 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 shown here and on our online 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. The size of allowance granted depends on the number of users paid for by the subscription. Once the monthly messages or data used is greater than the plans allowance, JEMH Cloud will stop processing emails/sending notifications. Plans are refreshed on the first day of each month. If your user tier increases you'll be eligible to go up to the next Plan tier at the start of the following month.

• 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 usage

• When JEMH Cloud processes an incoming email or sends an outgoing email notification, 1 message is deducted from the monthly message allowance. Also, the size of the email (including attachments and user images JEMH Cloud stores) is deducted from the monthly data allowance.

• When JEMH Cloud downloads an attachment from Jira, its size counts towards data usage. For example, attachments may be downloaded to be sent in notifications and when detecting duplicate attachments.

• When JEMH Cloud uploads an attachment to Jira, it counts towards data usage. This can happen for example, if you configure attachments and images to be uploaded from emails to issues

• Running Test Cases and all derived notifications count towards plan usage as per the above points

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.

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 any unused message and data capacity they have left.

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

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. Limitations in Atlassian’s app pricing model mean upgrades can currently only be purchased 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.

How its calculated

Plan Upgrades are calculated as 10 times the difference in per-user pricing between "one user into the new tier" and the average of the old plan tier. This therefore provides the same level of discount as Atlassian annual subscriptions (12 months for the price of 10).

Plan Upgrade examples

Upgrading while a Plan Upgrade is active

If you need to upgrade while 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.