Plans & Billing

Product Edition

Product editions are designed to customize the ClearFeed platform corresponding to your use case. Additionally, each product edition has a different billing unit.

What are the different types of product editions?

There are three different types of product editions

1. ClearFeed External Helpdesk - Work with customers in Slack Connect (or Community) channels and Email. There are two ways of using the External Helpdesk edition:

   1. Standalone Helpdesk: Use ClearFeed's native Ticketing functionality.

   2. Integrate with External Ticketing Systems: Use your existing Ticketing System (like Zendesk, Intercom, Freshdesk, Salesforce or HubSpot) using ClearFeed's bi-directional Slack integration.

2. ClearFeed Internal Helpdesk - Work with your employees on internal Slack Channels using ClearFeed's Ticketing System.

3. ClearFeed Internal Helpdesk (Integrations Only) - Work with your employees on internal Slack Channels using your existing Ticketing Systems (like Zendesk, Jira/JSM, ClickUp and others) and ClearFeed's bi-directional Slack integration.

How do I check my product edition?

To check your current product edition, navigate to the 'Plans & Billing' section located within the Account Settings.

Note - To change your current product edition, you can either create a new child account with a different product edition or contact our support team for assistance.

Reach out to our support team at [email protected] or connect with us directly on Slack to change your product edition.

How does Product Edition impact billing?

Note that billing is handled separately for each product edition

1. Clearfeed External Helpdesk: The pricing for this is same regardless of whether ClearFeed is being used standalone - or for integrating with an external Ticketing system.

2. Clearfeed Internal Helpdesk

3. ClearFeed Internal Helpdesk (Integrations Only)

Plan

Checking the Current Plan

To check your current Plan, navigate to the 'Plans & Billing' section located within the Account Settings.

Note - To change your current Plan, you can reach out to our support team at [email protected] or connect with us directly on Slack.

ClearFeed Free Trial

When you sign up for ClearFeed, you automatically get access to a 14-day free trial with all features supported in our Professional Plan. This allows you to explore all features before committing to a paid plan.

What happens when the trial expires?

• You will no longer have access to the WebApp

• Your data and configurations will remain intact for 14 days after the Trial Expiry.

• After 14 days of the Trial Expiry, the account will be deleted automatically.

• If you need more time to test out the features, you can reach out to our support to get the Trial Period extended.

How to Upgrade?

You have several convenient options to upgrade your account anytime during your trial period or within 14 days after your trial expires. You can choose to upgrade your account by:

• Contact our support team at [email protected]

• Connect with us directly through Slack

• Complete the upgrade form on our WebApp

You can upgrade to our Starter or Professional Plan using the self-service option. Pricing details for both plans are available on our website. For the Enterprise plan, please contact our sales team at [email protected] or reach out to us directly on Slack.

Steps to Upgrade

• Locate and click the "Upgrade" button. You can find this button in one of two places:

  • On the Trial Banner (if you are currently on a trial).

  • Under the Plans & Billing section in your ClearFeed WebApp settings.

• Fill out the upgrade form with the required information:

  • Company Details: Provide your Company Name and Address.

  • Point of Contact: Enter the Name and Email of the person who will be coordinating this upgrade.

  • Plan & Billing Details:

    • Product Edition: This field displays your current ClearFeed edition and is pre-selected. It cannot be changed during the upgrade process.

    • Plan Selection: Choose your desired plan from the options: Starter or Professional.

    If your current usage includes features not available in the plan you select, a message "You may lose access to some features" will appear, along with a list of those specific features.

    • Billing Frequency: Select either Monthly or Annual billing. Choosing Annual billing provides a 15% discount.

    For Annual Subscriptions, we send a contract for e-signature. Please add the details of the person authorized to sign the contract on behalf of your company. We will also reach out to get the additional subscription details.

• After submitting the upgrade form, you will be prompted to enter your card details. Your payment information is securely processed and saved via Stripe.

  • Optional: You may choose to skip this step and add your card details later if needed.

After Submitting Your Upgrade Request

• Your account will be upgraded to your selected plan

• A Slack Connect channel will be created for you (you'll receive an invite via email; if already connected, you can ignore this invite)

Monthly Plan Billing Process:

• An invoice will be generated according to your billing cycle (typically on the 1st or 15th of each month)

• If a credit card is on file, it will be charged automatically. Otherwise, you can make payment once the invoice is issued

Annual Plan Billing Process:

• A contract will be shared for e-signature

• After contract signing:

  • An invoice will be generated and shared with you

  • Any saved credit card will be charged automatically. Otherwise you can make payment via a credit card or account transfer

If you have any questions about upgrading, reach out to our support team at [email protected] or connect with us directly on Slack.

Billing

To update your Credit Card Details or download the previous invoices, you can use the Stripe link provided in this section to log in to Stripe and access. This link can only be accessed using the email address of the Primary Billing contact that was provided while setting up the Payment.