Kustomer billing

Here are answers to some of the most popular questions regarding billing.Q. Does my account ever freeze?We don’t delete your account. However, once your current period ends, if you don’t add a credit card, you will lose access to all sections of Kustomer except the billing section. We will send you an email before this occurs to remind you to add a credit card.Q. What if the credit card on file expires or changes and I forget to change it before my next billing period?You will receive an email that your card was declined. You will have three days to update your payment information in our system before your account is deactivated. Your account can be reactivated at any time by re-entering a credit card. Please contact client-billing@kustomer.com if you have any questions.Q. What if I add additional users to my plan?Congratulations on growing your team! If you are on a monthly payment plan, we will charge a prorated amount for the remaining term of your existing month. The following month, Kustomer will bill you in full for all seats. If you are on an annual payment plan, we will charge a prorated amount for the remainder of your contract period.You can increase your user limit on the Manage Subscription page. If you increase your Full-Time user limit by purchasing seats, they will be billed at your per-seat rate and remain active throughout the duration of the contract.If you have special contract terms or problems making this change, please contact client-billing@kustomer.com.Q. What if I change to a higher plan and I’ve already paid? We are glad you are deciding to get access to more of Kustomer’s powerful features. You will be charged a prorated amount for the remainder of your paid period. At your next payment period, you will be billed at a higher rate. Q. What if I change to a lower plan and I’ve already paid?There will be a credit balance on your account for the remainder of the current payment period that will be automatically applied to future payment periods.Q. Who on my team can access Billing Settings?The owner of the account, as well as your selected team admins, are the only members who will be able to access and view your Kustomer organization's Billing Settings. They will also be in charge of managing all aspects of the billing process.Q. How can I pay?You can add your payment information directly in Kustomer. From the Settings panel, select Billing and then select Manage Payment. We accept all major debit and credit cards, including Visa, Mastercard, American Express and Discover, as well as wire. We are working on adding ACH payments, in the meantime please contact client-billing@kustomer.com for more information.Q. What if I want to pay by ACH/Wire?Please contact client-billing@kustomer.com to provide your account information.Q. When will I be charged?If you have chosen an annual contract for the discounted rate, you will be charged for your contract in full after signing. If you have a monthly contract, you will be charged on the first day of the contract month.Q. Will my credit card be charged automatically?Yes. Our billing system will automatically create your invoice and then charge the card on file. When the payment is approved by your bank, the invoice is closed, and a copy of the invoice marked as Paid is sent to your contact email on file.Q. Is my credit card information safe?Yes, we use Stripe, one of the leading payment providers. Stripe is certified to PCI Service Provider Level 1, which is the most stringent level of certification available in the payments industry. Customer security and privacy is one of our core values at Kustomer, and our extensive knowledge of enterprise-level security keeps your information safe. You can learn learn Stripe's security policies on their site:Security at StripeFor more information about Kustomer's security and data handling policies, please visit the Kustomer Security Center.Q. What happens if I cancel my plan?We are sad to lose any of our customers. If you decide to cancel your plan, your account will be deactivated at the end of your currently paid or contracted period. You can reactivate your account at any time by re-entering a credit card.Have more billing questions? Email client-billing@kustomer.com.

You may occasionally wish to add users to Kustomer for a short period of time, like bringing more agents onto your team for the holiday season. With seasonal seats, you can add users to your organization for a designated time without manually removing them once the period is over.Who can access this feature?User typesCustomers who have added seasonal windows to their contract can add seasonal users. Users with access to the User Management page can administrate this feature.In this articleDefine seasonal seat windowsPurchase seasonal seatsAd hoc seasonal seatsAdd a seasonal userReceive a seasonal seat invitationManage a seasonal userView seasonal user limitsNote: If you want to add seasonal seats to your contract or edit your seasonal window, please contact us.Define seasonal seat windowsAll times for seasonal seats are set in UTC. When setting season window open and close dates, be aware of the following:Be mindful of time zone differences. Season open and close local times can vary across admins and users within the same organization if they are spread out across different time zones. Seasonal users will receive a notification on the day the season window opens and closes. Due to time zone differences, notification emails may get sent out at different local times.All windows open at 12 a.m. UTC of the day the window is set to open and close at 12 a.m. UTC of the day after the window is set to close.For example, if your organization has contracted for a seasonal window to run from June 1st through June 30th, the windows will open and close on the following days and times:Window opensWindow closesUTCESTPSTUTCESTPSTJune 1 at 12 a.m.May 31 at 8 p.m.May 31 at 5 p.m.July 1 at 12 a.mJune 30 at 8 p.m.June 30 at 5 p.m.Purchase seasonal seatsSeasonal seats cannot be purchased through the Billing management page. If you want to add seasonal seats to your contract or edit your seasonal window, please contact us.Ad hoc seasonal seatsSeasonal seats are also available for purchase in 3-month increments without contract commitment. Contact us for additional details and pricing. These requests are subject to a 48-business-hour turnaround time.Add a seasonal userIf your plan has seasonal windows, you can add seasonal users to windows with open slots.Go to Settings> Users > Users.Select Add User.Select Seasonal from the Type of User drop-down menu.Select the seasons this user can access from the Seasons drop-down menu. You can only select seasons that have open spots available. Full seasons will not appear as an option.Enter the user's name and email address.Assign a permission set determining what the seasonal user can access in your organization. For more information, see Use custom permission sets.Select Add User.Receive a Seasonal seat invitationFrom the agent's perspective, the seasonal user you added will receive an email notifying them that they were invited to your organization and clearly indicating the seasons to which they are assigned.Note: Seasonal users can't access your Kustomer organization until their assigned season opens.The user will receive another email notification once their first season opens with the subject line Your Kustomer access window is open!. This email includes a signup link that allows them to set their password for your organization.The user will receive email notifications for all subsequent windows when they open that contain a Log in link that will take them to the Kustomer login screen.Once a user's season ends, they will receive another email notification letting them know that their window has closed and they can no longer sign in to Kustomer.Manage a seasonal userYou can view the user's status by going back to the User Management page. Once a seasonal user signs in to Kustomer for the first time, their account status will change to Active.If you need to change a seasonal user's access type or other settings, you can do so from the User Management Settings.To edit or remove a seasonal window:Go to Settings> Users > Users.In the User Management Settings, edit the desired user.Use the Seasons fields to select a new season, or select the x next to an existing window to remove a seasonal window from a user's profile.When you are finished making changes, select Save Changes at the bottom of the Edit User screen. Season window allocations will update when you save.To switch a user from seasonal to full-time or collaborator:Go to Settings> Users > Users.In the User Management Settings, edit the desired user.Use the Type menu to change the user from Seasonal to Full-Time or Collaborator.When you are finished making changes, select Save Changes at the bottom of the Edit User screen. Season window allocations will update when you save.Note: The menu will only show user types with available seats. If you cannot select the desired type, you'll need to go to Settings  > Billing > Manage Subscription to add seats to your plan.Viewing seasonal user limitsYou can quickly view a summary of your seasonal seat allocation by hovering your cursor over the Seasonal Limits pill on the User Management page. A tooltip will appear with details about current window usage and remaining seats.You can also see how many seasonal user slots are used from the Manage Subscription page.Go to Settings> Billing.Select Manage Subscription.The total seasonal seats per season are displayed below each season, and the number of seats already assigned is displayed to the right of each season. 

This article shares details about Kustomer platform storage limits and pricing options. Storage limits and pricing reflect that of production, non-sandbox organizations. For information on limits for Kustomer features, see Application limits.Who can access this feature?User typesAdmins can access the Platform Usage page.In this articleKustomer platform storageStorage categoriesData storageAttachment storageStorage limitsExceeding default storage allocationsView platform storage usagePurchase additional data and attachment storageKustomer platform usageOur storage limits and pricing defined below consider various levels of resource use in the Kustomer platform. This includes all primary data storage, replication, multi-region backup data transfer and storage, and search indexing storage and replication.For this article, units of bytes are calculated as follows:One kilobyte (KB) means 1000 bytes.One megabyte (MB) means 1000 kilobytes.One gigabyte (GB) means 1000 megabytes.One terabyte (TB) means 1000 gigabytes.Storage categoriesKustomer's storage limits are broken into 2 main categories: data storage and attachment storage. Data storageThe data storage category represents the total storage size of all standard and custom objects, including all standard and custom attributes. Storage in this category is calculated by multiplying the quantity of each Klass type by its corresponding storage size and then taking a sum of the total.Klass typeStorage sizeCompany0.1 KBCustomer0.1 KBConversation0.5 KBMessage0.2 KBAttachment0.1 KBEvent / Audit Log0.07 KBNote0.2 KBCustom object dataStorage sizeKObject0.5 KBCustom attribute (including custom attribute strings on standard objects)0.05 KBNote: KObject storage size excludes using the Data attribute, which is treated as attachment storage. Use of the Data attribute may be included in additional attachment storage usage charges in the future.  Attachment storageThe attachment storage category represents the total storage size of all the files attached to standard or custom storage objects, including email attachments. Storage size in this category is based on the size of the attachment content of the uploaded file rounded up to the nearest KB.Storage limitsStorage limits are allocated by organization and user, with defaults for the organization by subscription plan type and per-user allocations by subscription plan.Default storage allocation per organization*The values in the table below are allocated by default for all organizations.*If you have created multiple organizations under your account, the amounts below will be allocated pro-rata across the number of organizations on your account. PlanDefault storageAdditional storage allocation (seat-based plans)Additional storage allocation (conversation-based plans)*Data storageAttachment storageData storageAttachment storageData storageAttachment storageProfessional (legacy plan)2.5 GB5 GB125 MB per full-time user1.25 GB per full-time usern/an/aBusiness (legacy plan)5 GB10 GB250 MB per full-time user2.5 GB per full-time usern/an/aEnterprise10 GB20 GB500 MB per full-time user5 GB per full-time user150MB / 1k committed conversations3 GB / 1k committed conversationsUltimate 20 GB40 GB1 GB per full-time user10 GB per full-time user300MB / 1k committed conversations4GB / 1k committed conversationsThe values in the table above are allocated for each full-time user license on your subscription plan at the end of each calendar month during your subscription term in addition to the per-organization allocation. For clarity, if your organization adds or removes full-time user licenses within a calendar month, your default storage allocation will be adjusted based on the number of licenses at the end of the calendar month. No additional storage allocation is provided for seasonal or collaboration users.*If your organization has purchased a custom usage-based license that measures usage every month, the additional data storage per full-time user will be based on a straight-line average of full-time users across the commitment period instead of the actual usage in any given monthly period.Exceeding default storage allocationsIf you exceed your default storage allocations, Kustomer reserves the right to enforce storage limits, including charging for additional usage, restricting the creation of new data, and/or reducing existing data storage usage.View platform usageYou can view your current usage of your platform storage in Settings > Platform > Platform Usage at any time. For more information on how to manage your data, see Manage platform usage.Purchase additional data and attachment storageAdditional storage can be purchased at the following rates: Data storage is $50 per additional GBAttachment storage is $1 per additional GBYou can contact customersuccess@kustomer.com to purchase additional storage and add it to your default limits. If you do not purchase additional excess data and/or attachment storage prior to the end of the calendar month in which you exceeded the limits on your subscription plan, Kustomer will invoice you on a monthly basis for the amount of additional data and/or attachment storage at the rates set forth above to raise your limits to the amount you need to bring your data storage and/or attachment storage in compliance, and you agree to pay such data and/or attachment storage fees, as applicable.Note: If you have questions about your data storage or managing storage limits, please reach out to your aligned CSM or to customersuccess@kustomer.com.

On the Manage Subscription settings page, you can see an overview of your Kustomer payment plan. You can increase seats, preview associated costs, update your payment information, and submit purchases directly from the billing page. Who can access this feature?User typesAdmins can access billing settings.In this articleAccess your billing overviewAdd seats to your planUpdate your payment methodAccess your billing overviewYou can find your Kustomer subscription details within the app by going to Settings > Billing > Manage Subscription.From the billing overview, you can review a cost breakdown for your current plan, which includes the total number of seats, add-ons, and your renewal date with annual cost. You'll also see your payment details with the card on file for billing, payment address, and a list of emails where your invoice will be sent on plan change or renewal.Add seats to your planExpanding your support team? You can instantly increase the number of users anytime by adding seats to your plan. When you add users to your plan, you will be billed immediately for additional Full-Time Users seats according to your contract price. This will update your company's contract terms with the new Full-Time seats priced according to your contract for the remainder of the current subscription term. Seats cannot be reduced prior to renewal of your company's contract.Note: You cannot decrease your user limit in the Kustomer platform. To get more information about decreasing your user limit, please reach out to client-billing@kustomer.com.To add seats:In the Manage Subscription settings, select Add Users.A popup will appear. Enter the number of additional seats in the field provided. You'll see a preview that confirms the total number of seats after making this change.Review the Annual Billing Preview to compare your current and new plan cost and seat totals. This preview calculates the total seats and add-ons so you can understand the annual total cost.Review the Total Due Today which covers your prorated plan cost and estimated taxes.Select Review Updates when you're ready to proceed.On the confirmation page, you'll see a final confirmation of how your plan is changing and how much you'll be charged today. To finish, press Submit Purchase.Note: Seats and plan type cannot be reduced once purchased until the end of the contract terms.Update your payment methodReview and update your payment method from the Payment Details section of the Manage Subscription page.To update your payment method or billing address:Select Settings > Billing > Manage Subscription.In the Payment Details section, select Update Payment.To make changes to your credit card, select Update Credit Card Information.Update your billing address as needed.Use the Email for Invoicing section to change the primary email, or to add additional invoicing emails.When you're finished, select Save Changes.