Subscription (SaaS)¶

The subscription settings page allows you to configure everything around your subscription. It is only visible for hosted SaaS customers. The permission admin.package is required to access this page, which is only available in SaaS environments.

Plan¶

This section gives you an overview of the available plans and their functions / limits and the ability to choose another plan. If you require a more detailed table, check our pricing table for more information. Your selection (green Selected button) in this step will decide on the base agent price and agent limits. You can also find your currently used number of agents there and see the accounts. This list does not count accounts with admin permissions only. Learn more about how to manage your agents

Hint

Trial instances are running on a Professional v2 plan with 3 agents. The plan cannot be changed during the trial period for technical reasons. If you require more agents for testing, please contact our sales team and tell them what you want to do.

Screenshot showing three available packages for a hosted Zammad instance

At the bottom of this block you can find a summary where you can adjust the settings of the previous selected plan.

Note

Note that upgrading (more agents, higher package) is always possible. However, downgrading will only happen when your billing period renews. Upgrading resets your billing period and existing credit will be deducted from the new total.

Billing cycle: You can choose between monthly or yearly billing period. The price per agent will be cheaper if you decide for yearly billing. If you’re still trying out things and are unsure of the right package for your instance, you may want to choose monthly first and then upgrade to yearly when you’re sure.
Plan: (Starter|Professional|Plus) V2 - Agents: Choose the number of agents you require for your instance. Keep in mind that some plans have agent limits. Decreasing the number of agents to less than currently configured is not possible.
Total: This will be the net total you’re going to be billed.

By using the Update subscription button, the instance package is getting adjusted immediately. If you didn’t provide a payment method yet, Zammad will request you to provide it at this point.

Warning

In case you’re still within the trial period, this means that the trial will be over immediately! Down- or upgrading during the trial period is not possible.

Zammad AI - API Call Credits¶

If you want to use Zammad’s AI features, you can use Zammad AI as your AI provider. Initially, you have 500 AI calls to test the feature for free. Re-charge them manually or automatically when 90% of the calls are used. One AI action like an AI agent run or an AI ticket summary uses one AI call. To apply any kind of re-charge, a valid payment method is required.

Usage

Shows the available API calls for Zammad AI and how much are already used up.

Re-Charge Settings

Enable or disable a notification when 80% of AI calls are used.
Configure an automatic re-charge when 90% of AI calls are used. Enter an amount between 400 and 500,000 AI calls for automatic re-charge and confirm with the Update Re-charge settings button. The costs per call and the sum based on your input are displayed next to the field.

One-Time Charge Settings

Add an amount of AI calls for a one time charge. Enter an amount between 400 and 500,000 AI calls for the one-time charge and confirm with the One-Time Charge Settings button. The costs per call and the sum based on your input are displayed next to the field.

Billing Information¶

You can control all billing relevant information like invoices and the billing address. All adjusted billing information below only affect future invoices. If your invoice was issued wrong, please contact our sales team.

Billing address

Provide your company’s address here, make sure to include the name of the company in case required. This address will be used in your invoice.

VAT ID

Provide your VAT ID here. If applicable, your invoice will not contain German VAT. Please make sure to pay the VAT in your country as required.

Billing Email Address

Usually the instance owner (the person who registered the instance) will receive all emails including the invoices. In case you have your own billing department, you can provide their email address here.

All billing relevant information will then be sent to this email address. Invoices are sent as an attachment (PDF) to this email address.

Don’t forget to press the Update billing information button after you changed above settings.

Screenshot showing options for billing information within the subscription menu

Payment Method¶

You can pay via credit card or SEPA mandate.

Credit card: Simply follow the flow by clicking authorize credit card and confirm -if required by your bank- your consent to Zammad using your card for the payments.
SEPA Direct Debit: Provide the requested information of the bank account holder and update if you’re ready. You’ll then receive an email with the SEPA mandate.

Technically there’s also the possibility to pay via invoice, however - this method only applies to a fairly low number of instances. Please contact our sales team for more information.

Cancel Subscription¶

Do you want to cancel your subscription? In case you no longer want to use Zammad’s SaaS, you can cancel your subscription by using the red Yes, please cancel my subscription button. Enter the FQDN of your Zammad instance and provide a reason for your cancellation. Your subscription will end the day after your trial or billing period ends.

Warning

We will remind you about your canceled subscription several times before the subscription period ends. After the subscription has ended, all instance data will be removed. A restore is not possible after that point!

Hint

Canceled by accident?

You can always undo the cancellation via the Yes, undo the cancellation of my subscription button up to the last subscription day!

Screenshot showing a red button to cancel the subscription cancellation

Payment History¶

The payment history will display a history of all paid invoices. At this point you can also download these in case you need them again.

Note

You will only find paid invoices here. Invoices that are to be billed are not available before the payment is completed.

Date: Date of the invoice creation.
Amount: Invoice total including VAT if applicable.
Description: Contains contract period (monthly or yearly) and hosted plan for the subscription period in question.
Payment method / Service period: Used bank account or credit card as well as the subscription period the invoice is about.

Note

It might happen that the invoice date and subscription period differ. This is nothing to worry about, the subscription periods will be accounted later on.
Receipt: Use the arrow to download the invoice in question. You can download all available invoices any time you need to here!

Screenshot showing payment history of a hosted instance

FAQ¶

I set up a trial account but am missing functions to test

The trial instance is running on a professional plan allowing up to three agents.

Can I change the plan within the trial?

No. As soon as the plan is changed, the subscription begins.

What happens to my trial instance after the trial period ended?

Your instance will automatically be canceled for you. Please see What happens to my instance after it has been canceled? for more.

What happens to my instance after it has been canceled?

That depends slightly on your instance state:

Trial instance: If you’re still on trial, we will freeze your instance and remind you once again about it. We then will wait some days and remove it from our system. This is the last time we will inform you by email.
Paid instance: If you’re a paying customer and canceled your subscription, the instance removal will take place the day after your last subscription day.

Can removed instances be restored?

No. Once your instance has been removed, a restoration is not possible.