To power these features, we are introducing “Zammad AI”, a fully managed and preconfigured service operated by Zammad GmbH. Both SaaS and self-hosted customers will be able to activate and use AI features directly within their own Zammad instance.
SaaS Subscription Protection (Existing Customers)
Switching to the new pricing model is entirely optional.
If you would like to continue using your current SaaS subscription, the following applies:
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Changes within your current plan (e.g., adjusting the number of agents or changing the billing period) can still be made under your existing pricing model.
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Your current contract remains unchanged.
This approach ensures planning security - especially for public sector organizations and non-profits that often cannot accommodate mid-year pricing adjustments.
When Will My Subscription Be Moved to the New Pricing?
Your subscription will only move to the new pricing model if you:
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Activate AI features (“Zammad AI”), or
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Switch to a different subscription plan.
Please note:
Once you switch to the new pricing model, it is not possible to return to the previous one.
General SaaS Price Adjustment
As part of this release, we have also made a general pricing adjustment to our SaaS plans.
Since launching Zammad 1.0, we’ve kept our prices stable - even though our terms and conditions would have allowed for adjustments over time. However, like many companies, we are facing increased operational and development costs. As a result, a moderate price update has become necessary.
With the release of Zammad 7.0, SaaS subscription prices will therefore increase slightly:
Booking AI Quotas (AI Requests)
AI features are billed based on AI Requests. AI quotas can be booked directly within your Zammad instance and managed independently.
A detailed explanation of how AI Requests are calculated and billed can be found here:
→ [Link to AI Requests explanation]