SuccessKPI’s Fair Use Policy ensures that all customers can consistently access the full value of our analytics platform. Usage limits are based on industry best practices and are designed to support high performance and reliability. Customers can take advantage of our storage and processing capabilities within these limits without incurring additional charges. The fair use thresholds for each service are detailed below:
| Features/Capabilities | Fair Use (Included) |
| Bots/IVR Usage | 1500 mins/agent/month |
| Digital Channels | 2500 conversations/agent/month |
| 3rd Party Integrations | 1 Integration for BI/Reporting package and
2 Integrations for Power or Empower package |
| 3rd Party Data Ingestion / Integration | 250,000 Rows/Integration/year or 1500 rows per
agent/month/integration whichever is higher for 1 year |
| Storage Duration | 1 Year for drilldown and 3 years for aggregate. E.g., Call level is row level (1 year) and by Day or Month is aggregate (3 years).
Call Recordings (90 days) |
| Deep Prompt (Empower and GenAI package only) |
Each account can have up to 5 deep prompts and is only available for Empower or customers with GenAI package. Additional set of 5 prompts will be charged at $5/seat/month |
| Auto Scoring (Power or Empower package only) | Empower or GenAI: Each account can run GenAI driven auto scoring for up to 50 questions. These questions can be across 1 or more forms. |
| Topic Miner (Empower or GenAI package only) |
Each account can run 2 topic miner jobs a month with a maximum of 4 weeks of data in each job. |
| User logins into SuccessKPI Portal | 1 user allowed for each 8 seats of license |
| Extended sessions (Including dedicated wallboard, permalinks and portal sessions) | Each account with multi-tenant SuccessKPI instance, it can have extended sessions equivalent to 5% of the number of committed user licenses. Account with dedicated SuccessKPI instance: it can have extended sessions equivalent to 10% of the number of committed user licenses. |
|
BI Layer Usage |
500 dossiers, 200 Reports, 20 Cubes with 5GB or 25MB/Agent of memory, whichever is lower |
| Scheduled Export/Import | Maximum of 10 import/export jobs in total, 5 million rows of data cells and lowest frequency of 30 mins |
If a customer exceeds the platform’s fair use allocation limit, SuccessKPI will invoice in arrears for the additional usage. Customers are expected to notify the SuccessKPI Support team if more than 50% usage increase is anticipated. The overage charges for various services are listed below. (Volume discounts are available)
| Features/Capabilities | Overage Speech and Text/Power/Empower/GenAI | Overage BI and Reporting |
| Bots/IVR Usage | 1.5c/minute | 0.5c/minute |
| Digital Channels | 1.5c/conversation | 0.5c/conversation |
| 3rd Party Integrations | $5/NU seat/month | $5/Seat NU /Mo |
| 3rd Party Data Ingestion (Applicable to non-agent model only) |
$1/1000 Rows of additional Data/Month for 1 year |
$1/1000 Rows of additional Data/Month for 1 year |
| Voice Storage Duration Per Additional Year |
$.005/minute | N/A |
| Record Storage Additional year | $1/1000 Rows of Data | |
|
GenAI Auto Scoring |
Empower or GenAI package: $0.005/min or $5/seat/month for every additional 20 questions. |
N/A |
| GenAI Deep Prompts (Empower or GenAI package only) | $0.005/min or $5/seat/month for every additional batch of 5 deep prompts | $1/1000 Rows of Data |
| Topic Miner (Empower or GenAI package only) | See account executive | N/A |
| User Logins | See account executive | See account executive |
| Extended Sessions | See account executive | See account executive |
| BI-Layer Usage | $5 for every additional batch of 500 dossiers, 200 Reports, 20 Cubes with 5GB or 25MB/Agent of memory, whichever is lower | $5 for every additional batch of 500 dossiers, 200 Reports, 20 Cubes with 5GB or 25MB/Agent of memory, whichever is lower |
| Scheduled Import/Export | See account executive | See account executive |
Named and Concurrent Users.
SuccessKPI offers Named User, Concurrent User and per minute pricing. Should customer use more than the pre-purchased seats (or minutes) for a product in a given month, SuccessKPI will invoice in arrears (monthly or quarterly) for the seats overage. Overage Fees (for use of Agent Seats or Minutes of Transcription beyond those subscribed or ordered will be invoiced quarterly in arrears at the Per Agent Seat/Month, Per User Per Month or per unite per month (e.g. Transcription Minute overage) used by the Customer. Seat Fees are due and payable as a minimum of a 1:1 ratio between SuccessKPI and the aggregate of any related CCaaS or primary communication platform that is connected to the BI-layer, (e.g. Salesforce, Genesys, Five9, Amazon Connect). Overage is billed when user counts exceed committed user counts.