Licensing & Restrictions

Billing, Licensing & Restrictions

This document only describes CA's Billing, Licensing & Restrictions. You can reach Terminology to get details of each term.

1 - Pricing Unit

** Analytics** products are sold under 2 unit price:

Subscription Per Agent: Customer's consumption is limited and/or priced based on count of named agents explained in Section 2.1.
Subscription Per Hour: Customer's consumption is limited and/or priced based on analysis duration in hours explained in Section 2.1.

2 - Licensing

** Analytics** products are licensed under subscriptions including:

• CA named agent license
  • How many named agents are allowed to have their conversations imported into product?
  • Which package (Standard-Premium) of CA is allowed to use?
  • Is AQM included?
• SR speech recognition license
  • How many seconds of audio recording is alllowed to be recognized?

Examples:

• If customer buys 10 named agents per day, customer's subscription has 2 license: 10 named agents license & infinite speech recognition license.
• If customer buys 1.000 hours of analysis duration, customer's subscription has 2 license: infinite named agent license & 3.600.000 seconds of speech recognition license.

2.1 - Named Agent Licensing

Analytics includes a feature called Named Agent Licensing, which allows users to manage purchased license slots.

for versions released before 21.11.2025

• An agent must be manually selected and licensed before any conversations belonging to that agent can be imported.
• License slots are stateless, meaning a license can be removed from one agent and reassigned to another through the License Management page.
• In case of any unlicensed agent, their conversations will be refused.

for versions released after 21.11.2025

• An agent must be licensed before any conversations belonging to that agent can be imported.
• Agent licensing can be done manually by customer's admins through "License Management" page or automatically by the system.
• Manually assigned licenses can be changed and changes affect immediately if the assigned agent doesn't have any conversation during that day.
• Manually assigned licenses can be changed and changes affect the next day if the assigned agent has conversations during that day.
• Automatically assigned agent licenses are given based on "first come first serve" rule of their conversations.

Examples:

• If customer bought 10 named agents, and assigned 3 of these 10 licenses to individual agents. The remaining 7 licenses will be automatically distributed to first 7 agents whose conversations are imported to the system.
• 10 agents will be licensed until the next day.
• 3 assigned agents will be immediately licensed the next day without waiting for their conversations to be imported.
• 7 automatically assigned licenses will be cleared and re distributed to the first 7 agents whose conversations are imported to the system.
• If customer wants to remove 1 of 3 assigned agent licenses.
  • If the agent has a conversation during that day, removal is done the next day.
  • If the agent doesn't have a conversation during that day, 1 license is refunded and can be given to any other agent either manually or automatically.

2.2 - Speech Recognition Licensing

Analytics processes both written and spoken conversations. For spoken conversations to be processed Speech Recognition is a necessity for transcription of the conversation. SR is licensed based on the duration of recognized speech in seconds.

• If an agent license is available but there are not enough SR licenses, the conversation will still be received. However, during the analysis stage, an SR License error will be returned.

2.3 - Overage

for versions released before TBA

• Overage is not technically supported.
• As a workaround license limit can be given more than initially bought and consumption can be reported manually.

for versions released after TBA

• Overage is supported and kept track by license mechanism.
• Details will be described later.

3 - Policy Restrictions

The solution includes certain limitations to prevent abusive usage of SR or CA. The limits are as follows:

1. Daily limit: The system automatically rejects any more requests from the same agent after 24 hours of conversation duration is reached in any given day.
2. Monthly limit: The system automatically rejects any more requests from the same agent after 300 hours of conversation duration is reached in any given month.
3. Chat character limit: The system automatically rejects any more requests from the same agent after 20,000 characters of chat conversation is reached in any given day.

The solution includes different category limitations with the product packages to prevent performance and resource problems of CA. The limits are a follows:

1. Standard: up to 500 categories
2. Premium: up to 750 categories

The Ask GenAI feature is subject to a monthly request quota per agent. The total Ask GenAI request limit for a tenant is calculated as License Limit × Ask GenAI Monthly Request Quota per Agent. Once an agent exceeds their individual monthly quota, the system automatically rejects further Ask GenAI requests until the next cycle.

Exceptions of Policy Restrictions:

1. Import agent can be omitted from the policy restrictions by an "admin" user for only POC or demo purposes.
   
2. Virtual Agents (isVirtual = true) are automatically omitted from duration limitations.

4 - License Sales Limitation

An agent can have up to 150 hours of conversation per month for each named agent license.

We add a clause in the customer license agreement that we can check with random audits whether any agent is using more than 150 hours per month. If such case occurs, overage is charged.

5 - Billing

CA is billed based on fixed or pay-as-you-go billing type either monthly or annually.

Fixed: Customer buys X named agent per month/year. If the daily consumed license amount is equal or less than X during the month or year, the billed usage will be X for that period. If more than X is used in any day during that month or year, excess maximum amount is billed with different unit price.
Pay-as-you-go: Customer doesn't specify a commitment toward usage. every day's consumption is recorded and the maximum number of those records billed.

Examples:

• Fixed License Without Overage: Fixed 10 named agents is bought and billed monthly. Consumptions per day is recorded as [Day 1: 3, Day2: 7...] and everyday's consumption is equal or less than 10. At the end of the month 10 named agent usage is billed.
• Fixed License With Overage: Fixed 10 named agents is bought and billed monthly. Consumptions per day is recorded as [Day 1: 3, Day2: 7, ..., Day 12: 17, ..., Day 18: 15, ...]. At the end of the month 17 named agents usage is billed. 10 of them are billed from regular price, 7 of them from overage price.
• Pay-as-you-go by named agents is bought and billed monthly. Consumptions per day is recorded as [Day 1: 3, Day2: 7...]. the maximum number in the record, 7 named agents of usage is billed.