Plans and billing

Unit Oncall is sold as a subscription. Your Organization is on one of four plans, and that plan controls two main things:

• What capacity is included — how many members you can have and how many credits you get each month.
• Which higher-tier features are unlocked — for example domain restriction, required SSO, and audit logs.

This page covers the shape of the plans and how billing works from a customer's point of view. For exact current prices and discounts, see the public pricing page — it is the source of truth for monetary amounts.

Plan structure

Exact member caps and included credits for each plan are shown on the pricing page and on the Billing view inside the console. Data retention is not a plan feature — see Data retention.

The Business plan is the lowest tier that includes domain restriction, required SSO, and audit logs. See Domain restriction, SSO, and Audit logs for what each of these does.

Free trial

Every new organization starts with a 14-day free trial of the Professional plan — no credit card required. Nothing is charged when the trial ends. During the trial you get the Professional plan's limits and a one-off grant of trial credits. Credits cannot be purchased during the trial, and trial credits expire when the trial ends.

When the trial ends, AI features and changes to your organization pause until you pick a plan; you keep access to your organization and can still sign in and view your data. In practice, creating and editing things in the console, running Buddy, and other actions that change your Organization are refused until you subscribe — which you can still do from the Billing view at any time. Nothing is deleted because the trial ended, and the pause lifts once the subscription is active.

Credits

Credits are the unit Unit Oncall meters usage in. Every month, the plan grants a fixed number of credits, and usage — AI features, alert ingestion, and incident processing — consumes them as you go.

On a paid plan, when the included monthly credits run out, AI usage does not stop by default: further usage is recorded as overage and billed on your next invoice at the overage rate shown on the pricing page. During the trial there is no invoice to bill to, so AI features pause at zero balance until you subscribe. To pay less, top up in advance with pre-purchased credits — overage only starts once your whole balance, pre-purchased credits included, is used up.

From the Billing view you can also limit overage:

• Set a monthly overage budget and choose what happens when it is reached — only notify you (the default), pause automatic AI investigations, or pause all AI usage. On a yearly plan, the budget still applies per month of your subscription, not per year.
• Turn overage off, so that AI features stop at zero balance instead of continuing.

These settings limit AI usage only. Alert ingestion, notifications, calls, and the parts of incident handling that do not involve AI (opening the incident room, acknowledging, escalating, resolving) are never paused by them, so your on-call response is not interrupted. Incident processing with AI assistance — an automatic investigation, for example — is AI usage and follows these settings. On a paid plan, of the items that are never paused, alert ingestion and the non-AI parts of incident handling are billed as overage while your balance is empty, at the same rates as AI usage; notifications and calls themselves do not consume credits. The AI during a call (the voice conversation and its read-out) does consume credits, and it is treated like alert ingestion and incident processing: it is never paused by these settings, so the call is not interrupted, and it is billed as overage while your balance is empty.

Top-ups are bought from the Billing view. They are available once you are on a paid plan (not during the free trial). The same pack sizes are offered on every plan; only the price per credit depends on your plan (larger packs cost less per credit, and Business plans pay less than Starter and Professional). There is no cap on how many purchased credits you can hold: purchased credits are separate from the monthly allowance and its roll-over window. Organizations on an Enterprise agreement arrange credits with Unit Oncall instead.

Unused monthly credits roll over for a limited period. The roll-over window depends on your plan; the exact behaviour is shown on the pricing page and on the Billing view.

Members and member caps

Plans include a number of members for the base price, with the option to add more for a per-member fee. Adding a member who would push you over the cap is rejected until you upgrade the plan.

The cap belongs to the plan, so it moves with it. When you move to a plan with a smaller cap, bring your member count within the new cap — while you are over it, nobody new can be added.

Data retention

How long each data category (alerts, learning data, documents, chat history, approval history, audit logs, configuration history) is kept is up to you, on every plan. Each category starts on a default window that is the same for every plan, and you can make it shorter or longer per category with the data_retention section on the Organization — the only fixed limits are a minimum per category and an overall ceiling. See the field reference in Organization settings. The data you keep is billed by storage volume (per GB-month, at the same rate on every plan), so a longer window costs more and a shorter one costs less; the pricing page has the rate.

Your retention settings belong to the Organization, not to the plan: they stay exactly as they are when you move to a higher or lower plan. The one exception is audit logs, which is a plan feature — see Changing your plan.

Viewing your subscription

Open the Billing view of your Organization. Who can open it depends on the Organization's billing scope — by default the owner and members with the billing role (see Roles and permissions). You can review:

• The current plan and its status.
• Credit balance — included this month, top-ups, and any bonus credits.
• Recent usage statistics.
• Past invoices.

Payments and invoices

Subscriptions are processed through Stripe Managed Payments, with Sold through Link, LLC (a Stripe affiliate) as the merchant of record: it is the party that charges and collects your subscription. Invoices are issued at the end of each billing cycle and become available from the Billing view; you can also download them as PDF. Overage is totalled at the end of each month of your subscription and normally invoiced then, as separate line items — on a yearly plan too, so overage is invoiced monthly rather than waiting for your annual renewal.

Stripe processes these payments through its Link service, so invoices, receipts, and refund notices are emailed to you by Link, and the charge appears on your card or bank statement as LINK.COM* followed by our descriptor. If a charge looks unfamiliar, compare it with your invoices in the Billing view before disputing it: a chargeback cancels the credits from the disputed purchase (see the Terms of Service).

Subscribing, changing your plan, and buying credit top-ups are all done from the console — see the sections below. Subscribing and buying top-ups follow the Organization's billing scope; changing the plan is limited to the owner regardless of scope (see Roles and permissions).

Changing your plan

Plan changes are made from the Billing view. Only the Organization owner can make them, whatever the billing scope is (see Roles and permissions). Self-serve changes cover the Starter, Professional, and Business plans; moving to or from Enterprise is arranged with Unit Oncall.

Before moving to a lower plan: your data retention settings are kept as they are — nothing is shortened and no data is deleted because of the plan change (see Data retention). Dropping to a plan without audit logs does not delete existing entries by itself, but you lose the ability to view or export them until you're back on the Business plan or higher. Export anything you need to keep first.

A move to a lower plan and a switch of billing cycle can be requested together — both take effect on the same renewal date. A move to a higher plan cannot be combined with a cycle switch, because the two would take effect at different moments: upgrade first, then switch the cycle once the renewal date is within 30 days.

Some situations are refused with an explanation instead of going through:

• An outstanding payment has to be settled first.
• A scheduled cancellation has to be resumed first.
• If the page has gone stale while you were on it, reload and try again.
• A few subscription states cannot be resolved from the console at all. Contact Unit Oncall for those.

Cancelling

Only the Organization owner can cancel, from the Billing view. The subscription continues to the end of the current paid period, then expires; until that date the owner can resume it from the same view. Fees already paid for the current period are not refunded on cancellation, except as described under Refunds. Cancelling does not delete the Organization — to delete it, see Organization management (cancellation is a prerequisite for deletion).

Refunds

Because Sold through Link, LLC is the merchant of record, its refund policy applies to every purchase and takes precedence over ours where it is more favorable to you. Within 60 days of a purchase, Link may refund it on the grounds that policy describes — for example when the service was not provided, is significantly not as described, or the charge was duplicated or unauthorized. A change of mind, or an unused subscription that was not cancelled before its billing date, is not covered. To request a refund, contact us or contact Link directly; refund notices are emailed to you by Link, like invoices.

Credits are not refundable on their own and cannot be exchanged for cash. When a purchase is refunded in full or charged back, the unused credits from that purchase are cancelled; when a subscription period is refunded in full, the monthly credits issued for that period are cancelled. The binding text is the Refund and Cancellation Policy, together with the Terms of Service (AI Credits) for what happens to credits, which prevail where this page differs.

Related

• Pricing page — current prices, member caps, included credits, and top-up and overage rates.
• Refund and Cancellation Policy — the binding terms for cancelling and refunds.
• Organization management — creating and deleting Organizations.
• Organization settings — the data_retention section and the plan-gated settings.
• Roles and permissions — who can view and change billing.
• Audit logs — Business+ plan feature.