In Zammad SaaS, customers can change their plan and the number of agents at any time, as well as update their billing address or payment method. In this context, these changes to active subscriptions are billed automatically and are handled by the following rules:
1) Subscription upgrade/increase (more agents, higher plan)
In these cases, the previous subscription is terminated on the date of the change and billed on a daily pro-rata basis; the remaining credit from the old term is credited to the account for offset. Thereafter, the “new” subscription is billed for the new term and offset against the credit balance. For changes to the subscription made during the year, the contract term also changes; therefore, the resulting invoices are billed on a daily basis with two different terms.
2) Reduction/Downgrade of the Subscription (fewer agents, lower plan)
The reduction of the subscription takes effect at the end of the current billing period (monthly/annual) and is not processed until the next period. As a result, the subscription term remains unchanged, and invoices follow the usual billing cycle.