We follow a simple principle when it comes to upgrades and downgrades. 

Upgrades apply instantly & downgrades apply at the end of the month for the rest of the 6/12 month cycle.


What is an upgrade?


Upgrades are off three types:

a. Plan Type upgrade

b. Contact Credits upgrade

c. Email Credits upgrade


Plan Type Upgrade

You are considered to have had a plan upgrade if you move from a lower plan to a higher plan. The order of the different plans is as follows:


  • Outbound Communication (Lowest plan)
  • Startup Plan
  • Small/Medium Business (SMB) Plan
  • Enterprise Plan (Highest plan)


i.e. If you move from a Startup Plan to a Enterprise Plan, it is considered as an Plan Type upgrade.


Contact Credits Upgrade

You are considered to have had a contact credits upgrade if you increase the number of contacts in your current plan.

So, if your current plan allows you to use 5000 contact credits & you increase it to 8000 contact credits, it is considered as a contact credits upgrade. In this case, you will be able to use 8000 contact credits/month starting immediately for the current month & beyond in your 6/12 month cycle. Overage charges will apply on top of 8000 contact credits.


Email Credits Upgrade

You are considered to have had an email credits upgrade if you increase the number of email credits in your current plan.

So, if your current plan allows you to use 35000 email credits & you increase it to 45000 email credits, it is considered as an email credits upgrade. In this case, you will be able to use 45000 email credits/month starting immediately for the current month & beyond in your 6/12 month cycle. Overage charges will apply on top of 45000 email credits.


Note: In case of any upgrades, if there is a difference in the charges for the current plan & the new plan, an additional one-time upgrade charge will apply immediately. The new amount will be applied on a prorated basis for the remaining months of the plan cycle.



What is a downgrade?


Similar to upgrades, downgrades are off three types:

a. Plan type downgrade

b. Contact Credits downgrade

c. Email Credits downgrade


Plan Type Downgrade

You are considered to have had a plan downgrade if you move from a higher plan to a lower plan. The order of the different plans is as follows:


  • Enterprise Plan (Highest Plan)
  • Small/Medium Business (SMB) Plan
  • Startup Plan
  • Outbound Communication (Lowest Plan)


i.e. If you move from a SMB Plan to an Outbound Communication Plan, it is considered as an Plan Type downgrade.


Contact Credits Downgrade

You are considered to have had a contact credits downgrade if you decrease the number of contacts in your current plan.

So, if your current plan allows you to use 8000 contact credits & you decrease it to 5000 contact credits, it is considered as a contact credits downgrade. In this case, you will be able to use 8000 contact credits/month till the end of the current month & 5000 contact credits/month (next month onwards) for the rest of your 6/12 month cycle. Overage charges will apply on top of 8000 contact credits for the current month.


Email Credits Downgrade

You are considered to have had an email credits downgrade if you decrease the number of email credits in your current plan.

So, if your current plan allows you to use 45000 email credits & you decrease it to 35000 email credits, it is considered as an email credits downgrade. In this case, you will be able to use 45000 email credits/month till the end of the current month & 35000 email credits/month (next month onwards) for the rest of your 6/12 month cycle. Overage charges will apply on top of 45000 email credits for the current month.


Note: The downgraded limits start applying from the start of the next month for the rest of the plan cycle. The new amount will be applied on a prorated basis for the remaining months of the plan cycle.


View the below table for an example:


A customer moves from his Current plan (Standard Plan with 6000 contact and 25000 email credits) to a new plan (Premium Plan with 4000 contact & 35000 email credits). In this case, we compare the Plan Type, Contact Credits & Email Credits to identify which elements of the plan have had an upgrade.


As can be seen in the table below, we notice that the Plan Type & the Email Credits have had an upgrade. Hence, with immediate effect, the plan type & the email credits have been upgraded & new limits reflect in the current month itself. However, contact credits have been downgraded from 6000 contacts to 4000 contacts. Hence, in this case, the downgrade will apply at the end of the month. Hence, as can be seen in the table, the current contact limits apply for the current month & the new limits start applying only from the new month for the rest of the plan cycle.


A one-time upgrade charge of $95.50 has been applied to account for the difference in the credits of the new plan (for the current month) vs. the current plan.


Limits that will apply
Current Plan New Plan Current Month
(till end of month)
Remaining months of the 6/12 month cycle
Plan Type SMB Enterprise Enterprise Enterprise
Contact Credits 6000 4000 6000 4000
Email Credits 25000 35000 35000 35000
Monthly Charges $119 $212.50 $214.50 $212.50
Upgrade Charge $95.50