Contact Limits FAQs

Warwick Eade Updated by Warwick Eade

Note: The contacts limits were upgraded in May 2022 for the Silver, Gold and Platinum plans

Silver, Gold, Platinum, Dynamic subscriptions

For these plans, the contact count is set as the total number of contacts in DeskDirector

This includes all contacts regardless of native or synced from other system.

A contact will be counted regardless of activity. If it is in the system, it will add to the count.

(This is different from legacy plans where we counted the active users.)

The change was made to reflect the needs of the much larger customers we were attracting, while still remaining affordable for our existing customer base. Previously customers with high counts (50k+) were getting absurdly high bills. we nended to fix that.

We also needed to remain affordable for smaller customers

The changes accommodated both requirements.

We brought in a much higher base count (3-4x on old plans) and made the incremental pricing simpler.

The pricing gives three clear outcomes

  1. The higher base count will comfortably cover 80% of our customers
  2. At 20,000, a $500/month additional charge is reasonable
  3. No one has to be afraid of bill shock over contact count

Plan

Base count

Extra Contacts

Silver

15,000

+100,000 at $500/month

Gold

15,000

+100,000 at $500/month

Platinum

20,000

+100,000 at $500/month

For all three plans, contact upgrades are in units of 100k currently priced at $500 per month

So, in order to increase from 15k - 20k, the best path is to upgrade the plan (pricing as at Nov 22)

In all circumstances, > 20k contacts will costs an extra $50 per month, but will provide coverage to 115k contacts

Legacy subscriptions

(Dynamic, Essentials, Pro)

One of the most common questions that we get at DeskDirector is what exactly is the 3000-contact limit . 

  • Is it a limit on the number of companies in your PSA?
  • Is it a limit on the number of contacts in your PSA?

Well, the answer is that it is neither. 

The 3000 contact limit is a limit for the usage of DeskDirector within a calendar month. 

If 3000 individual contacts interact with DeskDirector (log a ticket, update a ticket, add a note) within a month, we will need to ask you to up your subscription. This is because of the increased load to support over 3000 active contacts. 

What counts as interacting with DeskDirector?

Any activity that talks back to your PSA counts as interaction. This would be logging a ticket, adding a note, closing a ticket, etc. 

Just using the portal and not interacting, such as when viewing learning items or checking on tickets, do not count as interaction with the portal. 

Will my DeskDirector stop working if I hit the 3000 limit?

We will not stop your service at any point. We will just reach out to you letting you know that the activity in your instance has reached this limit and that you will need to purchase the add on in order to keep supporting your customer base

What if I have a one-off spike of activity? Will I still need to pay the extra cost?

Depending on your usage history and the length of the spike, we might ask you to pay extra, however if it is clear that this was a rare event, we will not contact you. We will only contact you if it's a recurring situation.

 

How did we do?

Finding out what server your DeskDirector instance is on.

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