Billing & plans
Comping a plan (super admin)
When a comp is the right answer, what it actually changes, and who can do it. Ops: this is the context you need to hand it over well.
Who does this
Super admin only. If you are an ops admin, you cannot action a comp — and neither can the copilot, for anyone. What you can do is prepare it so the super admin does not have to ask you three questions first.
When a comp is right
- We got something wrong and it cost them — a tracking outage during their peak, a billing error on our side.
- A pilot or a proof of concept that was agreed commercially and needs to exist in the product.
- Goodwill on a genuine misunderstanding, where the alternative is losing an account worth many times the comp.
Not for: a customer who is unhappy about the price. That is a pricing conversation, and comping it teaches everyone the wrong lesson.
What to gather first
- The account email and the plan they are on.
- What went wrong, with dates — and the ticket number if there is one.
- What is being proposed: which plan, for how long, and what happens at the end of it.
Doing it
On /admin/users, find the account and change the plan there. It is a sensitive-section action, audited with your name on it. Write the reason in the ticket so the next person reading the account understands why it is not on the plan its usage suggests.
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