Monthly Tracked User (MTU) measures the number of unique people that directly interact with and receive value from Tonkean each month. MTU is the measure we use to calculate billing, rather than counting seats or the number of data records processed by Tonkean.
No, MTUs are not individually named seats. The number of MTUs will not match the number of people in your organization unless every single person in your organization interacted with Tonkean in that month. One user could use Tonkean in February, and never again in that year, and that individual would only be counted towards February’s aggregated monthly average tracked users.
What is a “tracked user”?
An active “tracked user” is a user interacting or receiving value from Tonkean and performs one or more of the following actions during the calendar month:
- Submits a form to Tonkean
- Accesses a Tonkean workspace app
- Submits an item/request or replies to an item in Slack/Teams
- Sends or replies to an email from Tonkean
- Engages with part of the process by clicking a button in chat or updating an item in the UI (approve, fill information, etc.)
- Is contacted directly by a Tonkean workflow (email/chat)
What’s the limit of actions any one user can have in a month?
Unlimited! Once a user is counted as a tracked MTU that month, the actions/value they get from Tonkean are limitless.
What happens when I have very busy months of activity?
On the Basic plan, all MTUs are counted and billed on a monthly basis.
Any overages above the baseline 10 MTUs will be automatically billed at the end of the month.
On the Enterprise plan, pricing is based on the average MTUs across the subscription year.
If usage is very high one month but low another, there may be no impact on your MTU average. In most cases, occasional highs and lows average themselves out over the course of the subscription year.
What are “tracked items”?
Every request that is actively managed by a Tonkean module is a tracked item. Examples include an NDA request, purchase order request, a new vendor invoice, etc. Tracked items are the things you want Tonkean to actively monitor and coordinate. If the number of Tracked items exceeds the monthly limit in a certain month, overage MTUs would be added based on the limit calculation in the specific plan.
What hosting options does Tonkean offer?
Tonkean-hosted multi-tenant is included. For customers on the Enterprise plan and for additional costs, we also offer single-tenant dedicated, customer cloud-hosted, and customer-hosted on-prem.
What kind of support is offered?
Basic support provides access to Tonkean Docs, University, and email support.
Premium support includes all of basic plus 24/7 support via email, in-app chat, a shared dedicated Slack channel with the Tonkean support team, dedicated implementation of your first use case, 2x Annual Training sessions, 2x Client Value workshops, 2x Roadmap sessions with Product Team, and 1x annual Maker Fest
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