How is billing and overage handled?
TL;DR: pick a plan, get a monthly token allowance, pay per-token overage above that. Monthly plans bundle overage into the next renewal invoice; annual plans get charged immediately.
How tokens work
Every AI feature in Flexivity consumes tokens from your monthly allowance: Ticket Summaries, Recommendations, Classifications, KB Gap Analysis, KB Article Generation, and KB Search. The exact token cost per feature is shown on the pricing page and on the billing page in your admin console.
Plan structure
Each plan includes:
- A monthly token allowance
- A per-token overage price (different per plan — higher tiers get a lower overage price)
- A ticket retention window (how long Flexivity stores embeddings of your historical tickets for recommendations)
- An instance limit (number of distinct osTicket installations you can connect)
How overage is charged
When your usage exceeds your monthly allowance, Flexivity tracks the excess and bills it as overage.
- Monthly plans: overage is queued onto your next renewal invoice. You’ll see the overage line item on the same invoice as your next monthly subscription charge — one predictable bill, no mid-month surprises. (This is the same pattern AWS, Twilio, and Datadog use.)
- Annual plans: overage is charged immediately. We don’t wait for the next renewal because that could be up to 12 months away. The charge goes through Paddle on the next monthly settlement.
If you want to avoid overage entirely, you can switch your account to pause mode in Settings → Billing. In pause mode, AI processing stops once you hit your monthly allowance until the cycle resets.
What happens if my card fails on overage
We retry up to 3 times with exponential backoff. After 3 failures, your subscription enters past_due with a grace period. Email support@flexivity.ai if you need to update your payment method.
How to monitor usage
- The Billing tab in your admin console shows current cycle usage, included tokens, and overage tokens in real time.
- Threshold alerts fire at 50%, 80%, 95%, and 100% of your allowance — sent to all customer admins by email.
- The token usage breakdown explains where your tokens are going by feature.
Going deeper
- Pricing page — current plans + per-token rates
- Billing administration — invoices, payment methods, plan changes
- Token usage breakdown — per-feature consumption