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Gainsight Inc.

Limits FAQ

Gainsight NXT

This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.

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This article addresses the FAQs for the JO Limits feature. For more information on JO Limits, refer to  the Gainsight System Limits article.

To which users are the Journey Orchestrator participants limits applicable for?  

The Journey Orchestrator participants' limits are applied to all the Gainsight customers who are using Journey Orchestrator on new pricing packages (Essentials, Essentials+, Enterprise, Enterprise+).

How is the participant daily limit for Journey Orchestrator calculated?

Gainsight automatically tracks the number of participants added to the Journey Orchestrator programs and prevents new participants from being added if the calculated daily limits are exceeded.

Daily Limits are applied in addition to the monthly limits. This is to avoid traffic surges that can negatively impact the performance of the entire platform. 

Daily limits are calculated as follows:

  • When the Monthly Limit <= 50k participants, Daily Limit = Monthly Limit
  • When the Monthly Limit > 50k participants, Daily Limit = (Monthly Limit) divided by (4)
    • The maximum Daily limit = 500k participants (this is configured on a per-tenant basis)

How is the participant monthly limit for Journey Orchestrator calculated?

Gainsight automatically tracks the number of participants added to the Journey Orchestrator programs and prevents new participants from being added if the calculated monthly limits are exceeded.

Monthly Limits for each customer are calculated based on the number of customer records allocated to the account at a 1:10 ratio. This means a Gainsight customer with 1,000 customer records is automatically allocated 10,000 Journey Orchestrator participants per month [1,000 Customer Records x 10 = 10,000 participants].

How are the JO limits helpful?

By providing dynamic limits and add-on packages, the usage of Journey Orchestrator for the customers can be scaled and ensured that the required capacity is always available to the customers.

What happens if a customer exhausts their JO limit? 

Journey Orchestrator limits are hard limits. This means that once the limits are exhausted, Gainsight sends a notification to admins in the tenant to prevent new participants from being added to a JO program. Participants who are already added to the program before the limit is exhausted will continue their journey. No participants are removed during a journey.

When a JO limit is exhausted, Gainsight recommends purchasing the Additional 50,000 JO Participants add-on package. 

(A)

Tenants

(B)

No. of Customer Records Purchased

(C)

Monthly Limit = 10 x Customer Records (B)

(D)

Daily Limit = 1/4th of Monthly limit if >= 50000

(E)

No. of purchased Add-ons 

(F)

Additional monthly limit = 50000 x Add-ons (E)

(G=C+F)

New Monthly Limit

(H)

New Daily Limit

(I)

No. of days to fully consume the monthly limit

Tenant1

1000

10,000

10,000

0

0

10,000

10,000

1

Tenant2

20,000

200,000

50,000

20

1,000,000

1,200,000

300,000

4

Tenant3

50,000

500,000

125,000

10

500,000

1,000,000

250,000

4

Tenant4

100,000

1,000,000

250,000

30

1,500,000

2,500,000

500,000

5

Tenant5

1,000,000

10,000,000

500,000

0

0

10,000,000

500,000

20

Tenant6

1,000000

10,000,000

800,000

40

2,000,000

12,000,000

800,000

15

For Example, consider Tenant3 in the above table as an example.

If a tenant account has 50,000 customer records, the monthly limit becomes 500,000 [50,000*10]. But if the customer needs 1,000,000 as the monthly limit, they can purchase 10 Journey Orchestrators add-ons packages of 50,000 each. This adds 500,000 [10*50,000] to an existing monthly limit [500,000] and the total monthly limit becomes 1,000,000 [500,000+500,000]. The daily limit will be 1/4 of the total monthly limit.

What happens to the remaining participants after the daily or the monthly limits are reached?

When the daily rate limit or monthly rate limit or both rate limits exhausts, the remaining participants in the program are moved to a failed state.

Notes: 

  • The admin can change the configuration of remaining participants to be moved to review state instead of failed state when the limit is exhausted.
  • They can later move the participants from review state to participant list and the participants will continue their journey when the rate limit is restored.

This error is also recorded in the tenant logs. The counter is reset at midnight GMT of the following month.

Who is considered as a JO participant? 

Each unique Gainsight person record added to a Journey Orchestrator program is considered as a participant.

If a  participant is added to two different programs, does it count as two participants?

If the same person record is added to multiple Journey Orchestrator programs, the system considers it as a single JO participant.

Do customers need to pay for additional JO participants every month or only for the months in which they exceed their limit?

When a customer purchases additional JO participants package, the monthly fee is applied for the rest of the contract and for future renewal contracts. This officially raises the customers’ JO limit and prevents the previous cap from ever being exhausted.

 

 

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