If you're already on a paid plan and need to add more devices, you can simply provision them to your account, and we will automatically bill you for additional devices after subtracting any available Credits. Read more about Credits in the documentation.

Yes, though additional devices on the Prototype plan are priced higher than additional devices on Pilot and Production plans, as the Prototype plan is meant to be a "starter" plan for the early stages of your project. At a certain point it will make economic sense for you to upgrade to a Pilot plan than to continue paying for additional devices on the Prototype plan.

If you go over the number of devices included in your plan, we will automatically bill you for those additional devices or use any available credits, according to the additional per-device price assigned to your plan. See balena.io/pricing/#devices for more details.

Any devices registered to a balena account, whether online or offline, count as a device in your plan. As always, we understand that each use case is unique, so please let us know if you think your use case is an exception.

Yes! To enable customers to drive down their device usage costs, balena has enabled a system known as credits. A credit is a pre-purchased unit that corresponds to the usage of one device exceeding plan allowance for one month. Any available credits would be used before a dynamic charge is initiated at the end of your monthly billing cycle.  To see credit pricing at different volumes, check out  the Credit Discount Calculator above. Credits expire 10 years after the date of purchase. If there is no activity for 2 years we may at our discretion cancel any outstanding credits and will provide 60 days notice to the customer of our intention to do so. Credit purchases are non-refundable and cannot be refunded due to project or plan cancellation. Credits are also non-transferrable between organizations. Read more about credits in the documentation

We recognize that “not all devices are created equal,” and for customers who may have a large volume of devices with relatively lightweight needs, we are happy to explore custom options. Please contact us at sales@balena.io to learn more.

The device won't be counted towards your device total. We’ll charge a one-time deactivation fee, equivalent to the cost of a single undiscounted device-month (e.g. $2.00 for a microservices device on the Pilot or Production plan) and it will remain inactive until it comes back online.

Yes! We've built tools to migrate brownfield devices from their existing stack to balena, and can adapt them to your specific use case. Contact sales@balena.io to learn more about options for brownfield migrations.

Recurring fees cover the cost of regular updates and testing for your custom device type, to ensure your device can be updated to the latest version of Balena OS and is able to take advantage of all the future product improvements. The recurring costs also cover your device being part of our device tree, so we can take your device into consideration when planning new features and product improvements.

If you're already on a paid plan and need to add more team members you can simply invite them to your account, and we will automatically bill you for additional members. Note that you need to be on an Pilot plan or above to add additional team members.

Free plans include unlimited team members.

If you need to upgrade to a Prototype, Pilot or Production plan, they include 1, 3 and 5 members, respectively, and the ability to add more as your team grows.

Yes, the number of team members counted towards your plan member count also includes the owner of the fleet. So, for example, if you create a fleet as the Owner and invite two Developers to your new fleet, you'll have a total of three members.

By default, you will be billed via registered credit card at the beginning of a billing period according to the plan you have in place at that time. You will receive an invoice via email and can view past invoices on the billing interface in the dashboard.

Yes! To enable customers to drive down their device usage costs, balena has enabled a system known as credits. A credit is a pre-purchased unit that corresponds to the usage of one device exceeding plan allowance for one month. Any available credits would be used before a dynamic charge is initiated at the end of your monthly billing cycle.  To see credit pricing at different volumes, check out  the Credit Discount Calculator above. Credits expire 10 years after the date of purchase. If there is no activity for 2 years we may at our discretion cancel any outstanding credits and will provide 60 days notice to the customer of our intention to do so. Credit purchases are non-refundable and cannot be refunded due to project or plan cancellation. Credits are also non-transferrable between organizations. Read more about credits in the documentation

You can request a downgrade at any time and the downgrade will take effect at the start of the next billing cycle. We request that you unregister any devices or team members required to comply with the limits on the new downgraded plan. For customers who are otherwise in good standing, we will not forcibly remove or in any way restrict the devices on your account without first sending multiple notification attempts.

Yes, Production and Enterprise plans typically require an annual commitment, but can be billed monthly or annually.

Yes! Please contact us at sales@balena.io to learn more.

For all non-observer roles, yes! And we’re working on adding tools for team members within the same organization to access all of their organization’s support interactions in one place.

For SLA-level support, our guaranteed response times are as low as 60 minutes for high severity tickets. Please contact us at sales@balena.io to learn more.