Billing
Billing
Supportly billing is workspace scoped and limit driven. Plans govern workspace count, operator seats, AI message volume, knowledge base size, storage allowance, and request throughput.
Plan comparison
| Plan | Workspaces | Members | AI messages | KB docs | Storage |
|---|---|---|---|---|---|
| Free | 1 | 1 | 500 | 5 | 50 MB |
| Pro | 3 | 5 | 5,000 | 50 | 500 MB |
| Business | 10 | 20 | 25,000 | 200 | 5 GB |
| Enterprise | Custom | Custom | Custom | Custom | Custom |
These limits are enforced through the plan limits utility and workspace billing records. They should be reviewed alongside staffing and support volume, not just finance spend.
Usage limits and overage thinking
Supportly tracks AI messages used, token totals, and storage consumption across the active billing period. Even before a full billing provider workflow is attached, these metrics are the operational source of truth.
If usage grows unexpectedly, treat it as a product signal. Sudden increases usually come from a new widget placement, a longer-than-expected support workflow, or an under-specified knowledge base causing more follow-up turns.
- Review AI usage after major marketing or onboarding launches.
- Watch storage after document-heavy knowledge base updates.
- Rotate keys and separate test from live usage to keep billing interpretation clean.
Workspace billing record
Tracked billing fields
1{2 "workspaceId": "2e369db2-3ae8-4590-a59f-8c2777d0f43b",3 "aiMessagesUsed": 842,4 "storageUsedBytes": 18874368,5 "tokenUsageTotal": 412900,6 "spendingCap": 20000,7 "currentPeriodStart": "2026-04-01T00:00:00.000Z",8 "currentPeriodEnd": "2026-05-01T00:00:00.000Z"9}Plan changes should follow operations
Do not upgrade purely on projected volume. Use actual AI usage, operator staffing, and document growth to justify the plan change.