Plan changes are self-service for monthly + annual subscriptions. Enterprise plans need a quick chat with your CSM (different commercials apply).
Upgrade
- Sidebar > Admin > Billing > Plan > Compare Plans
- Pick the new tier, review the new monthly/annual price + the included AI Credits + the new seat cap
- Click Upgrade - takes effect IMMEDIATELY (new features unlock right away)
- Pro-rated difference appears on your next invoice; you're not charged on the spot
Downgrade
- Same screen, pick a lower tier
- Downgrade takes effect at the END of your current billing cycle (you keep the higher-tier features until then)
- Off-plan features disappear from the sidebar after the cycle ends; existing data stays visible (read-only) but you can't create new records that need the off-plan feature
Tenants on the Sales-led Enterprise tier can't self-serve plan changes - that's your CSM's domain. Most things you might want (more seats, more AI Credits, custom SLA) are handled by emailing your CSM directly.
What about AI Credits when I downgrade?
AI Credits already in your tenant's pool stay there - they don't get clawed back. Your lower-tier plan replenishes a smaller monthly amount going forward, but the credits you've already accumulated (from your old tier or from add-on packs) stay forever.