Billing
Guide to how billing works in ClearFeed
This page is designed to help you understand how ClearFeed bills customers. It explains how we calculate charges, apply overages, and handle billing cycles - across different products and plans. To understand the various product editions and pricing plans - please visit the Pricing Page
💡 For the latest product pricing, visit our official pricing pages
📅 Billing Cycle
Every customer, even ones on an Annual Plan, have a billing cycle. Each Billing cycle is 1 month. Billing cycles either start the 1st of each calendar month, or the 15th.
Your billing cycle is dependent on when you upgrade to a paid plan:
Its typically the billing cycle closest to your upgrade date that is beyond the free Trial period.
You always get the Trial period free and are only billed post that.
However the billing cycle may also be determined by your account manager based on any direct communication.
📅 Annual Billing
ClearFeed may offer a discount (noted on the website) for customers who choose to pay annually. Here’s how it works:
How Annual Billing Works
You commit to a fixed number of ClearFeed Units (e.g., 30 Slack channels or 5 Agents or 500 Tickets) per month for 12 months.
You are invoiced upfront for the full year at a discounted rate (~15%).
How Overages Work on Annual Billing
If your monthly usage exceeds the units you purchased, overages are charged at the end of that month.
Overages are not discounted, even if you're on an annual plan.
Example: You purchase 3 units (30 channels) annually. In a given month, you use 35 channels → we charge you an overage for 10 channels at the end of that month. The pricing for any overage would be based on your plan (Standard or Professional) and pricing advertized on the ClearFeed pricing pages.
❓Example Questions - Annual Billing
Q: I thought we paid for 30 channels annually. Why did we get a $40 overage?
A: You used 34 channels in April, which exceeds your 30 channel allowance. We added $40 in your May invoice for 10 channels (based on Starter tier pricing).
Q: How do we add more capacity to an existing annual plan?
A: You can purchase additional units mid-year. Contact our team for a prorated quote.
🗓️ Monthly Billing
ClearFeed’s monthly billing is flexible and adjusts based on your usage.
How Monthly Billing Works
You are charged at the beginning of each billing cycle, based on two components:
an estimate for the month based on the previous month’s usage.
any adjustments to the estimated invoice for the previous month.
For the first month, you would be charged at the number of active agents or channels at beginning of the month or the minimum number of tickets (if ticket based pricing is applicable).
Overage & Credit Adjustments
Since the invoice for each month is partly based on an estimate of the usage, any applicable adjustments are made to the next month's bill.
If your usage is higher than the estimate, the extra is billed in the following month.
If your usage is lower than the estimate, the difference is credited in the next month,
❓FAQs - Monthly Billing
Q: Why did our May bill include an extra $80?
A: Your usage increased from 10 to 30 channels. You were billed for 2 extra units (20 channels) = $80 overage.
Q: What happens if our usage drops the next month?
A: We’ll credit the difference in the next billing cycle if it falls below the prior month’s estimate.
👥 Agent-Based Billing
Customers that choose Agent-Based billing are billed based on the number of Agents. Admins control which users are configured as agents.
Annual subscription, if any, would be based on the number of Agents.
Monthly billing, if any, would be based on the number of Agents (either the actual number or the number exceeding the annual subscription)
Note that accounts on Agent-Based billing may have additional charges related to GPT-Answers and Agents and this is discussed separately.
❓FAQs - Agent Based Billing
Q: If I am an agent on multiple accounts on the same ClearFeed parent account, will I be only counted once or many times?
A: You will only counted as an agent once for billing purposes.
Q: How do you calculate agents in a given month?
A: You will charged based on max number of agents at any point in time over one month. We only consider a user an agent if they are configured as an agent for at least 2 days and not removed.
Q: What if I remove an agent in the middle of a billing cycle?
A: If you remove an agent, it will not affect the current billing cycle. However, in the next billing cycle, the number of agents will reflect the removed agents.
📊 Usage-Based Billing
Usage is based on channel count and/or ticket count. Billing for GPT-Answers is also Usage-based but discussed separately.
Billing Units
Slack Channels: billed in blocks of 10.
Tickets: billed in blocks of 100 (for External Helpdesk) or 10 (for Integration Edition)
How It Works
Usage is tracked continuously.
Charges are applied for the next available slab (e.g., using 13 channels = billed for 20).
❓FAQs - Usage Based Billing
Q: If we exceed the 50-ticket limit on an Integrations plan, does it stop?
A: No. ClearFeed continues working. We add the overage to your next monthly bill.
🔄 Misc Billing FAQs
Q: How can I cancel my plan?
A: You can cancel only monthly plans mid-cycle. We’ll simply stop billing from the next month. Please contact us adjust charges based on actual usage, and refund any applicable credit at the end of the billing month.
Q: How do I upgrade to a paid plan?
A: You can upgrade from the web application. If your trial has expired, you will see an Upgrade button when you log in. Otherwise, you can visit the Billing page inside the Settings tab in the web application.
Q: My pricing structure is different from the pricing shared on the website. Are there any exceptions to this?
A: Yes, you may have custom pricing shared with you by the sales team.
Q: For ticket based pricing - How can I see the number of tickets in my account?
You can keep track of the number of tickets created/linked in your ClearFeed account through our reporting. Jump to the following page - https://web.clearfeed.app/reports and apply the filters as shown below:
Metric = Number of Tickets
Date Range = This Month
📬 Need Help?
For questions about invoices, overages, or custom plans:
📧 [email protected] 💬 Or message us in your shared Slack channel
For latest pricing and plan features, visit: Helpdesk Pricing | Integrations Pricing
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