Your plan sets how many people you can alert, how many SMS and voice calls you get each month, and which features you can use. This article covers the plans, how seats work, what counts toward your allowances, and what happens when you reach one.
Billing lives at /billing. It's admin-only — only a tenant admin sees the page and can change the plan.
Plans
Pricing is per user. The price below is what each user costs per month; your total is that price multiplied by the number of users you buy.
| Plan | Per user / month (annual) | Per user / month (monthly) | Users | SMS per user | Voice calls per user |
|---|---|---|---|---|---|
| Free | $0 | $0 | up to 5 | 5 | — |
| Starter | $6 | $8 | up to 25 | 50 | 10 |
| Professional | $16 | $18 | up to 50 | 100 | 20 |
| Enterprise | Contact us | Contact us | Unlimited | Unlimited | Unlimited |
Starter adds voice calling, escalation policies and the JAMS Scheduler integration. Professional adds the premium integrations (Azure Monitor, ServiceNow, Zendesk), AI Helper, Audit Trail and SSO.
The user count is a ceiling, not an allocation — Starter covers up to 25 users, and if your team grows past that you move to Professional rather than buying extra seats on Starter.
Seats
You choose how many users you need when you sign up, and that's what you're billed for. Seats are something you buy, not a count of who happens to be in the account — so nothing you do with people changes your bill.
- Inviting someone never changes what you pay. They take up a seat you've already bought. Once your seats are full, the next invite is refused and points you here to buy more.
- Removing someone never changes it either. The seat stays yours, so you can backfill the role at no extra cost, and your SMS and voice allowances don't drop the moment somebody leaves.
- Seats change only when you change them, on /billing — and the new monthly total is shown before you confirm, never after.
Raising seats prorates the difference onto your next invoice. Lowering them credits the unused portion against it. You can add seats whenever you like; there's no need to wait until you've run out.
Two limits, and it's worth keeping them apart:
- Seats — what you've paid for. This is what stops an invite.
- Plan maximum — the most your plan allows you to buy (25 on Starter, 50 on Professional). Past this, the answer is a larger plan rather than more seats.
You can't drop seats below the number of people currently using them — remove those people first.
The free trial
14 days, no credit card, and every feature unlocked — voice calling, escalation policies, on-call scheduling and every integration. Invite as many teammates as you like.
Email, push, Microsoft Teams and Slack are unlimited during the trial. You also get 50 SMS and 10 voice calls to test the telephony channels properly.
The trial ends when the 14 days are up, and not before. Running out of SMS doesn't cut it short — texts pause, exactly as they would on a paid plan, and everything else keeps working.
When it does end, your account pauses. Nothing is deleted. You have two ways to carry on, both in place — flows, users, schedules and settings all still there, no re-setup:
- Choose a paid plan and everything continues as it was.
- Continue on Free. You keep your account and your data. Before you confirm, we show exactly what changes: any flows and schedules over Free's limits keep running (you just can't create more until you're back under), but features Free doesn't include — voice calls, escalation policies, the JAMS and premium integrations, SSO — stop working straight away.
One catch: Free covers up to 5 users. If you have more than that, remove people first or pick a paid plan — we won't quietly carry the extras over.
Your SMS and voice allowances
Both allowances are per user, pooled across your whole team. On Starter with 10 users you get 10 × 50 = 500 SMS and 10 × 10 = 100 voice calls each month, and anyone can use any of them — they aren't rationed per person.
Adding a user therefore adds allowance as well as a seat.
What counts, and what doesn't
Only the channels that cost money to send are counted:
| Channel | Counts? |
|---|---|
| SMS | Yes — against your SMS allowance |
| Voice call | Yes — against your voice allowance |
| Email, push, Microsoft Teams, Slack | No — unlimited on every plan, including Free |
Why this matters: a single alert that escalates can spend several SMS or calls. A flow that calls one person, then texts a backup, then emails a team lead spends one voice call and one SMS — the email is free. Multi-channel and multi-recipient flows use up telephony allowances faster than they look.
Both allowances reset at the start of each billing period.
Monthly vs. annual
Each plan can be billed monthly or annually. Monthly costs $2 more per user per month — so Starter is $6 per user annually or $8 monthly. Toggle Monthly / Annual above the plan cards on /billing before choosing; the prices update to match.
Self-serve plan changes are upgrade-only — you can move to a higher tier (the difference is prorated and charged immediately), but you can't downgrade yourself. Contact us if you need to move down a tier.
The usage card
The dashboard and /billing show two bars — one for SMS, one for voice calls — with what you've used, your allowance, and how many seats it's shared across. Check these rather than guessing; they're the source of truth for where you stand in the current period.
What happens at a limit
When you exhaust an allowance, JAMS Incident Management stops sending on that channel only. Running out of SMS does not stop voice calls, and neither stops email, push, Teams or Slack — those keep delivering no matter what.
A blocked notification shows up as a Failed notification, so it won't silently disappear, but it also won't reach anyone. If texts suddenly stop arriving, check the usage bars first. See No SMS or call for how to confirm and what to do.
We email your admins at 75% and again at 100% of each allowance, naming the channel affected.
To get more, you can add users (which raises both allowances), move up a plan, or buy an Extra SMS or Extra voice calls add-on — blocks of 50 per month each, on Starter and Professional.
What's next
- Concepts — how notifications, channels, and escalation fit together (and why escalation spends your allowance)
- No SMS or call — diagnosing notifications that don't arrive