Effective Prior to September 1, 2016

IT Management Engines (on premises editions only)

Full Users: Defined as users who have the ability to interact with the IT Management Engine with 2-way messaging on all supported communication channels (email, SMS, phone, etc.). These users also have the ability to initiate any manual messaging workflows that are predefined in the product as well ones that have been customized for the client. In addition, where the product provides the capabilities to do so, Users can access development environment features.

Standard Users¹:  Defined as users who have the ability to receive 1-way messages on all supported communication channels (email, SMS, phone, etc.), but cannot respond to them. In addition, these users do not have the ability to initiate any manual messaging workflows in the product, predefined or custom, they can only receive messages.

IT Management Engines (on demand edition: Starter only)

Full Users: Defined as users who have the ability to interact with the IT Management Engine with 2-way messaging on all supported communication channels (email, SMS, phone, etc.). These users also have the ability to initiate any manual messaging workflows that are predefined in the product as well ones that have been customized for the client. In addition, where the product provides the capabilities to do so, Users can access development environment features.

Messaging plan limitations & fair use policy:

• Unlimited email is included for licensed full users only.
• Unlimited mobile push notifications to xMatters apps is included for licensed full users only.
• SMS messages are assumed to be 160 characters or less each.  Longer SMS will be counted as multiple messages. Both sent and received messages included in any count.
• For Phone alerts, duration of each call must be <60 seconds.  Longer calls will be counted as multiple calls.  Destination phone number determines the rate applied.
• Conference calling alerts are excluded from all messaging plans and are billed based on usage per user per minute at the rates listed in the xMatters Messaging Rate Table.
• Message usage is tracked in aggregate across population of all licensed users.

IT Management Engines (on demand editions: Base and Advanced)

Full Users: Defined as users who have the ability to interact with the IT Management Engine with 2-way messaging on all supported communication channels (email, SMS, phone, etc.). These users also have the ability to initiate any manual messaging workflows that are predefined in the product as well ones that have been customized for the client. In addition, where the product provides the capabilities to do so, Users can access development environment features.

Standard Users¹:  Defined as users who have the ability to receive 1-way messages on all supported communication channels (email, SMS, phone, etc.), but cannot respond to them. In addition, these users do not have the ability to initiate any manual messaging workflows in the product, predefined or custom, they can only receive messages.

Messaging plan limitations & fair use policy:

• Unlimited email is included for licensed full users and standard users.
• Unlimited mobile push notifications to xMatters apps is included for licensed full and standard users.
• SMS messages are assumed to be 160 characters or less each.  Longer SMS will be counted as multiple messages. Both sent and received messages included in any count.
• For Phone alerts, duration of each call must be <60 seconds.  Longer calls will be counted as multiple calls.  Destination phone number determines the rate applied.
• Phone and SMS message allowances are calculated based on population of Full Users only, but may be utilized by both Full and Standard users.
• Conference calling alerts are excluded from all messaging plans and are billed based on usage per user per minute at the rates listed in the xMatters Messaging Rate Table.
• Message usage is tracked in aggregate across population of all licensed users.

Business Continuity Management (BCM) Engines (on demand editions)

Users:  Defined as users who have the ability to interact with the BCM Engine with 2-way messaging on all supported communication channels (email, SMS, phone, etc.). These users also have the ability to initiate any manual messaging workflows that are predefined in the product. This product is licensed at a discounted rate from other xMatters products specifically for use in generally accepted business continuity use cases.

Messaging plan limitations & fair use policy:

Under conditions where a Business Continuity event has been declared, xMatters will not apply any messaging charges for alerts delivered globally using any of the supported communication channels, with the sole exception of conference calling alerts which are always billed per user per minute at rates defined in the xMatters Messaging Rate table. In addition to Business Continuity events, clients may run up to two annual tests for with no messaging charges.  A test is defined as a messaging scenario in which each licensed user receives and may respond to one message on each enabled communication channel.  Should the service be used for non-Business Continuity messaging, the rate table will apply to all messages. xMatters reserves the right to audit usage at any time.

Employee Engage (on demand edition: Starter)

Standard Users:  Defined as users who have the ability to receive 1-way messages on all supported communication channels (email, mobile push, SMS, phone, etc.), but cannot respond to them. In addition, these users do not have the ability to initiate any manual messaging workflows in the product, predefined or custom–they can only receive messages. Users have access to data synchronization and reporting capabilities. Users can use messaging design tools for updating purposes. Access to the xMatters mobile application is included.

Messaging plan limitations & fair use policy:

• Unlimited email is included for licensed standard users.
• Unlimited mobile push notifications to xMatters apps is included for licensed standard users.
• SMS messages are assumed to be 160 characters or less each.  Longer SMS will be counted as multiple messages. Both sent and received messages included in any count.
• Phone call throughput assumes duration of 30 seconds. Longer calls will be counted as multiple calls.  Destination phone number determines the rate applied.
• Message usage is tracked in aggregate across population of all licensed users.

Employee Engage (on demand edition: Base and Advanced)

Standard Users:  Defined as users who have the ability to receive 1-way messages on all supported communication channels (email, mobile push, SMS, phone, etc.), but cannot respond to them. In addition, these users do not have the ability to initiate any manual messaging workflows in the product, predefined or custom–they can only receive messages. Users have access to data synchronization, subscriptions, and reporting capabilities. Users can leverage messaging design tools for updating, creation, and deletion purposes. Conference calling capabilities are included. Access to the xMatters mobile application is included.

Messaging plan limitations & fair use policy:

• Unlimited email is included for licensed standard users.
• Unlimited mobile push notifications to xMatters apps is included for licensed standard users.
• SMS messages are assumed to be 160 characters or less each.  Longer SMS will be counted as multiple messages. Both sent and received messages included in any count.
• Phone call throughput assumes duration of 30 seconds. Longer calls will be counted as multiple calls.  Destination phone number determines the rate applied.
• Message usage is tracked in aggregate across population of all licensed users.

Customer Engage (on demand edition: Starter and Base)

Standard Users:  Defined as users who have the ability to receive 1-way messages on all supported communication channels (email, mobile push, SMS, phone, etc.), but cannot respond to them. In addition, these users do not have the ability to initiate any manual messaging workflows in the product, predefined or custom–they can only receive messages. Users have access to data synchronization, subscriptions, and reporting capabilities. Users can use messaging design tools for updating purposes. Access to the xMatters mobile application is included.

Messaging plan limitations & fair use policy:

• Unlimited email is included for licensed standard users.
• Unlimited mobile push notifications to xMatters apps is included for licensed standard users.
• SMS messages are assumed to be 160 characters or less each.  Longer SMS will be counted as multiple messages. Both sent and received messages included in any count.
• Phone call throughput assumes duration of 30 seconds. Longer calls will be counted as multiple calls.  Destination phone number determines the rate applied.
• Message usage is tracked in aggregate across population of all licensed users.

Customer Engage (on demand edition: Advanced)

Standard Users:  Defined as users who have the ability to receive 1-way messages on all supported communication channels (email, mobile push, SMS, phone, etc.), but cannot respond to them. In addition, these users do not have the ability to initiate any manual messaging workflows in the product, predefined or custom–they can only receive messages. Users have access to data synchronization, subscriptions, and reporting capabilities. Users can leverage messaging design tools for updating, creation, and deletion purposes. Access to the xMatters mobile application is included. This product is provided at high volume, low cost pricing for large customer groups and excludes employee recipients: please see Employee Engage, BCM or IT Management for employee use cases.

Messaging plan limitations & fair use policy:

• Unlimited email is included for licensed standard users.
• Unlimited mobile push notifications to xMatters apps is included for licensed standard users.
• SMS messages are assumed to be 160 characters or less each.  Longer SMS will be counted as multiple messages. Both sent and received messages included in any count.
• Phone call throughput assumes duration of 30 seconds. Longer calls will be counted as multiple calls.  Destination phone number determines the rate applied.
• Message usage is tracked in aggregate across population of all licensed users.

General Terms and Conditions

In the event Client exceeds the levels stated herein, xMatters will inform Client and Client must either correct such excess usage or pay any additional fees for such excess usage as presented by xMatters within fourteen (14) days, or xMatters has the right to terminate the underlying agreement between the parties immediately.   The above definitions, limitations, and fair use polices are based on overall estimated Client uses as of the date this document was published.  They are subject to change, upon thirty (30) days written notice, by xMatters posting a new version of this document and the new version will then be effective after the thirty (30) day period.

[1] Formerly known as Limited-Use Users.

xMatters license definitions and fair use policies prior to  December 15, 2014.