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Platform storage limits & pricing

Last Update: Oct 2024 • Est. Read Time: 6 MIN
To check plan availability, see the pricing page.

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 limits page.


In this article

View platform storage usage

View your current usage of your platform storage in Settings > Platform > Platform Limits under the Storage Limits tab. Your total usage and available use is shown in the upper-right corner of the Data Storage table.

This table can be sorted by any column in ascending or descending order by selecting the column header. You may also remove or add items from appearing in the bar graph by selecting/deselecting items from the legend below the graph. 

For customers, companies, and conversations, you can select the Manage link in each row to view these resources in more detail or remove data to free up space.

You can also view your Attachment Storage usage from this tab. Your attachment storage includes images, GIFs, videos added to conversations, and knowledge base assets. Attachment metadata is excluded from this calculation and can be found in your Data Storage table above.

Kustomer platform storage

Our 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 categories

Kustomer's storage limits are broken into 2 main categories: data storage and attachment storage.

  •  Data storage
    The 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 size
    Company0.1 KB
    Customer0.1 KB
    Conversation0.5 KB
    Message0.2 KB
    Attachment0.1 KB
    Event / Audit Log0.07 KB
    Note0.2 KB
    Custom object dataStorage size
    KObject0.5 KB
    Custom attribute (including custom attribute strings on standard objects)0.05 KB


    Note: KObject storage size excludes using the Data attribute, which is treated as attachment storage. Use of the Data attribute will result in additional attachment storage usage charges based on the actual size of the content of the data, rounded up to the nearest KB. Custom attribute strings are added to the base size of a Klass. For example, if you have one conversation with 10 custom strings of 0.05 KB each, each conversation would equal 0.5 KB + (0.05 KB x 10) = 1.0 KB.

    Custom attribute strings are added to the base size of a Klass. For example, if you have one conversation with 10 custom strings that are 0.05 KB each, each conversation would equal 0.5 KB + (0.05 KB x 10) = 1.0 KB.

  •  Attachment storage
    The attachment storage category represents the total storage size of all the files attached to standard or custom storage objects, including email attachments and knowledge base article assets/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.

Default storage limits

Storage 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. 

PlanData storageAttachment storage
Professional (legacy plan)2.5 GB5 GB
Business (legacy plan)5 GB10 GB
Enterprise10 GB20 GB
Ultimate20 GB40 GB


Additional storage allocation per full-time user*

The values in the table below 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.

PlanData storageAttachment storage
Professional (legacy plan)125 MB per full-time user1.25 GB per full-time user
Business (legacy plan)250 MB per full-time user2.5 GB per full-time user
Enterprise500 MB per full-time user5 GB per full-time user
Ultimate1 GB per full-time user10 GB per full-time user


Exceeding default storage allocations

If 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.

Remove data to free up space

If your organization is nearing or exceeds its default storage limit, you can remove data from your instance to free up space.

To delete KObjects, customers, or conversations, select Manage on the relevant row in the Data Storage table on the Platform Limits page or go to the Searches page. From there, you can delete items either individually or in bulk.

Note: Deleting a conversation also deletes its associated messages and attachments.

For more information on deleting standard or custom objects individually or in bulk, see this article.

Kustomer will introduce improved data retention controls in 2024, allowing you to manage your data more efficiently and introduce more targeted data deletion. More details will be provided before these additional tools are released.

Purchase additional data and attachment storage

Additional storage can be purchased at the following rates: 

  • Data storage is $50 per additional GB
  • Attachment storage is $1 per additional GB

You 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: Because managing and enforcing data and attachment storage limits is a new concept for our customers, we are providing a grace period through December 31, 2024 for existing customers where we will not bill you for, or require you to purchase, additional data or attachment storage if your organization is exceeding its default storage limits. You can use this grace period to monitor and adjust your storage and/or modify your plan to add additional storage as needed. Starting in January 2025, we will enforce incremental payments based on storage usage.

Example storage limits

The following examples are for demonstration purposes only. They're designed to help illustrate how storage limits impact organizations based on seats and the number of objects. Additional storage charges may apply. For more information, please contact customersuccess@kustomer.com

Example 1: 10 Users on Enterprise Plan

10 Users on Enterprise Plan with:
1M KObjects
1M Customers
1M Conversations
5M Messages
10M Attachments (average file size 10KB)

Data storageAttachment storage
Limit15 GB
10 GB default for org +
10 users x 500 MB per user
= 10 GB + 5 GB
70 GB
20 GB default for org +
10 users x 5 GB per user
= 20 GB + 50 GB
Used3.1 GB
KObjects 1M x 0.5 KB = 500 MB
Customers 1M x 0.1 KB = 100 MB +
Conversations 1M x 0.5 KB = 500 MB +
Messages 5M x 0.2 KB = 1 GB
Attachments 10M x 0.1 KB = 1 GB
100 GB

10M x 10 KB = 100 GB


Available11.9 GB30 GB Over Limit


Example 2: 100 Users on Enterprise Plan

100 Users on Enterprise Plan with:
10M KObjects
5M Customers
5M Conversations
15M Messages
10M Attachments (average file size 20KB)

Data storageAttachment storage
Limit60 GB
10 GB default for org +
100 users x 500 MB per user
= 10 GB + 50 GB
520 GB
20 GB default for org +
100 users x 5 GB per user
= 20 GB + 500 GB
Used12 GB
KObjects 10M x 0.5 KB = 5 GB
Customers 5M x 0.1 KB = 500 MB +
Conversations 5M x 0.5 KB = 2.5 GB +
Messages 15M x 0.2 KB = 3 GB +
Attachments 10M x 0.1 KB = 1 GB
200 GB


10M x 20 KB = 200 GB




Available48 GB320 GB


Example 3: 2,000 Users on Ultimate Plan

2,000 Users on Ultimate Plan with:
200M KObjects (w/ 10 custom string attributes)
50M Customers
200M Conversations (w/ 10 custom string attributes)
800M Messages
100M Attachments (average file size 100KB)

Data storageAttachment storage
Limit2.02 TB
20 GB default for org +
2,000 users x 1 GB per user
= 20 GB + 2 TB
20.04 TB
40 GB default for org +
2,000 users x 10 GB per user
= 40 GB + 20 TB
Used575 GB
KObjects 200M x (0.5 KB + (10 custom attributes x 0.05 KB)) = 200 GB
Customers 50M x 0.1 KB = 5 GB +
Conversations 200M x (0.5 KB + (10 custom attributes x 0.05 KB)) = 200 GB +
Messages 800M x 0.2 KB = 160 GB +
Attachments 100M x 0.1 KB = 10 GB
10 TB




100M x 100 KB = 10 TB




Available1.445 TB10.04 TB