Context
Customers may need to change their subscription plan (upgrade or downgrade) based on their needs. The process varies depending on which plan you’re moving to.Answer
The process for changing your subscription plan depends on your current plan and which plan you want to move to:Moving to Team Plan
If you want to upgrade to the Team plan:- First, you need to be on the Basic plan. If you’re currently on Pro or Enterprise trial, contact support to downgrade to Basic.
- Once on Basic, you can self-serve the upgrade to Team plan through your billing settings .
Moving to Pro or Enterprise Plan
Upgrades to Pro or Enterprise plans always go through sales:- Contact the sales team to discuss your requirements
- They will help set up a trial if needed
- Work with sales to finalize contract details
Downgrading to Basic Plan
To downgrade to the Basic (free) plan:- Contact support to request the downgrade
- If you’ve recently paid for a subscription, you may be eligible for a pro-rated refund
- Note that downgrading will remove access to premium features like private incidents, advanced insights, incident types, SAML SSO, RBAC, call routes, and unlimited custom fields and workflows
Important: The Basic plan has a limit of 5 responder/on-call seats. If you’re downgrading to Basic, ensure you have no more than 5 active responders by changing excess users to “Viewer only” access.