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This article describes Subscription/Licensing models that are available in Luma. The article helps to you understand the available Licensing licensing options, how to view your current subscribed plan/licensing information, consumption summary, and logs. All this information provides the Administrator transparency into their usage of Luma.
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User-Based Licensing
Sessions Based Licensing
Customers must opt for either Useruser- based Licensing or Sessionsession-based Licensing licensing while provisioning providing the tenant with services. Please be noted that it is not allowed to change note that changing the licensing type is prohibited once the tenant is provisioned.
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A license is consumed when a user is created in the Luma platform. As on when When a new user is created in Luma, the Purchased User License count gets decremented by one. The Licensing will be consumed once the user is added to Luma. In the User-based licensing model, there are the users have no restrictions to the users on the number of conversations with the bot or support agents. Whenever a user status is set to ‘Inactive,’ one License gets freed up, and the available License count increments by 1.
Super Administrator The super administrator can update Licenses licenses by adding and reducing the licensesthem.
For example, if a Customer purchases Licenses for 100 Users, Luma application will allow to create upto 100 users and then restricts further registrations. In case, they want to further create another user, one of the active user status needs to be set to inactive and then create the new user.
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A session is a pre-defined time interval that allows the end-users of the Luma System to converse with Bot and Support agents. In this model, customers can purchase a fixed number of monthly sessions based on the current need and use them up over timetheir needs. The sessions are credited every month.
Highlights:
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The Session duration starts from when the time bot receives the first message is received to the bot from the end - user or Support Agent. One session will be consumed when the end-user initiates a conversation with the Luma Agent or Support Agent. A new session is started only when the session duration is complete, and a new message is triggered by the end-user or Support Agent triggers a new message.
For each session consumption, the License Availability count for the session will be decremented by 1. Please note that executing a skill in the Test Widget also consumes does not consume the Session License.
Session calculation Rules:
A session is consumed when a conversation is initiated by an End-User/Support Agent initiates a conversation.
Users can have multiple conversations with Luma or Agent during a Session.
If multiple channels are used simultaneously, the time spent in each channel will be considered separately for determining to determine the consumed sessions.
There is no restriction on the number of skills that can be executed during a session.
There are no restrictions on the number of users that can be registered for the Tenant.
During an ongoing conversation, the The next session is consumed during an ongoing conversation when the User or Agent responds after completing the completion of the current session time.
Conversations initiated by the Bot are not considered for session calculation. However, the user’s response to a notification or a Follow-up (bot-initiated) triggers are trigger is counted for session calculation.
Automated Luma initiates automated workflows like Follow-ups, Notifications, and Email actions are initiated by Luma. As these are bot-initiated conversations, these they are not considered for Session calculationsession calculation.
The account is replenished with sessions every month.
Let us go through use a few examples to better understand the Session-based licensing model better.
Example 1:
Session time: 15 minutes
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Two sessions are consumed during the conversation.
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License Management
The Luma platform ensures that the Customer license is tracked and enforced so that Luma usage is as per the Licensing and restricted beyond the purchased limit.
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Once the customer signs the contract with Serviceaide for the to purchase of Luma Licenses, a License file will be generated. The License file consists of Licensing information., License availability.
A License File is needed only for On-premise customers or MSP customer customers who ownsown/maintains maintain a Luma environment. For SAAS customers (managed by Serviceaide), the License File will be generated by the Serviceaide Ops team.
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The allocated license is valid for the defined time interval. The Start Date and End dates capture these License Contract periodperiods.
License Start Date
License End Date
Accounting emailEmail
License availability
Here, we define the subscription type and purchased Licenses. For customers using the MSP model, Tenant provisioning and License distribution are governed by the information available in this section.
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To purchase a new License or Renew the existing License, contact Serviceaide’s Account Manager.
On-Premise Customers
If you are an On-Premise Customer, a A License file will be generated based on the contract terms if you are an On-Premise Customer. This License file should be installed on your Luma system.
Refer to the article on Licensing for more details on how to install installing the License.
SaaS Customers
For SaaS Customers, Luma is deployed and maintained on Serviceaide’s Cloud infrastructure. The Super Administrator will manage the allocation of Licenses for your tenant will be managed by Super Administrator. Contact the Serviceaide support team for further details.
License monitoring and Alerts
The Usage usage of the Luma application would will be monitored. Three levels of Usage thresholds are configured to monitor and send the alerts. Email notifications will be sent to Technical the technical contact Email email ID, Billing and the billing contact email ID which has been will be configured during the Tenant tenant provisioning.
Once the License license consumption reaches 75%, 85%, 95%, and 100% usage, an email will be sent respectively to the email addresses provided in the Technical Email, Billing Emailtechnical email, billing email, and Serviceaide Accounting serviceaide accounting email to notify them of the License license renewal.
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Super Administrator The super administrator needs to provide ‘Billing Contact Details' while provisioning the Tenantbilling contact details while providing the tenant. Tenant Administrator can provide ‘Technical Contact Details’ and update ‘Billing Contact Details’ after logging into the Luma application. Refer to Tenant Subscription Information for more information. |
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License Renewal is not automatic, and notification is sent in advance to the configured email ids before the license expires. Customers must contact the Serviceaide support/sales team for renewing or procuring additional licenses. License allocation and management will be done by the The Super Administrator will allocate and manage licenses. Refer to Tenant Provisioning for more information.