Overages Program Redesign Updates #8886
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Updated language for the overages program redesign
Overage program redesign update
Minor language tweak...
Overages redesign
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| If the change to traffic behavior exceeds your plan limit for any two months of traffic, your site will be moved to the next appropriate plan to help avoid further overages. You will receive notifications of this change in an email with a subject of "You've been right-sized" ahead of time. | ||
| If the change to traffic behavior exceeds your plan limit for a second month in any calendar year, you will receive notice of the traffic volume and the impact of the excess traffic. For online customers (those not on a contract) that will result in an invoice later that same month. For customers on contract overages will be billed quarterly. Refer to the [FAQ](https://docs.google.com/document/d/1vaLJHXJJashwO9zsHFeywW-RQx_6uWOWH2Yr31sbQv4/edit?usp=sharing) for specifics on what to expect when you receive a notification that your site is over its plan limits. |
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@IngridKwok, is "online customers" a phrase we use externally? I think it would be more direct and clearer here to say "customers on a monthly plan". @carly-armstrong Would that phrase be accurate?
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The lines below use the phrase
Sites on a monthly agreement (Basic and Performance)
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@stevector @carly-armstrong Credit card customers and contract customers are the terms used in the FAQ. Also annual subscriptions and monthly subscriptions.
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| If the change to traffic behavior exceeds your plan limit for any two months of traffic, your site will be moved to the next appropriate plan to help avoid further overages. You will receive notifications of this change in an email with a subject of "You've been right-sized" ahead of time. | ||
| If the change to traffic behavior exceeds your plan limit for a second month in any calendar year, you will receive notice of the traffic volume and the impact of the excess traffic. For online customers (those not on a contract) that will result in an invoice later that same month. For customers on contract overages will be billed quarterly. Refer to the [FAQ](https://docs.google.com/document/d/1vaLJHXJJashwO9zsHFeywW-RQx_6uWOWH2Yr31sbQv4/edit?usp=sharing) for specifics on what to expect when you receive a notification that your site is over its plan limits. |
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We shouldn't link to a Google Doc. Is there a public page with the same info?
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@stevector - We link to this FAQ (via a google doc) from all our communications. I am not sure where else to fin this information.
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| <Alert title="Note" type="info"> | ||
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| Basic Sites do not have overage protection. If a Basic Site exceeds the 25,000 visit cap in any given month, the site plan will be automatically upgraded to the [Performance plan](https://pantheon.io/plans/performance-pricing) whose visit limit accommodates the site's traffic. | ||
| Sites on a monthly agreement (Basic and Performance) do not have overage protection. If a site on a monthly plan exceeds the published visit cap in any given month, the site plan will be automatically be subject to a bill for the overage. The site owners will be notified of the ent and an invoice will follow later int he same month. |
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Looks like a word got cut off or something: "ent"
@MystikSpiral-74
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Should be "event". I'll correct it.
| @@ -10,7 +10,7 @@ reviewed: "" | |||
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| ### Will Pantheon warn me if my site has an overage? | |||
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| Customers are responsible for monitoring their usage and overage risk using the Site Dashboard. Pantheon periodically reviews customer usage for overages across all plan levels and will contact you directly by email. If the change to traffic behavior exceeds your plan limit for any two months of traffic, your site will be moved to the next appropriate plan to help avoid further overages. These adjustments will be communicated in an email with a subject of "You've been right-sized". | |||
| Customers are responsible for monitoring their usage and overage risk using the Site Dashboard. Pantheon periodically reviews customer usage for overages across all plan levels and will contact you directly by email. If the change to traffic behavior exceeds your plan limit, your site may be subject to overages enforcement. Overages protection exists for Performance and Elite sites on an annual agreement. Refer to the [FAQ](https://docs.google.com/document/d/1vaLJHXJJashwO9zsHFeywW-RQx_6uWOWH2Yr31sbQv4/edit?usp=sharing) for more details on Overage Protection and what to expect should your site go over the plan limits. | |||
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Link to a public FAQ instead of a Google Doc
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Confirmed with Elaine and Michaela. There is no FAQ webpage so the approach is to add the link to the FAQ Google Doc. The link is updated: https://docs.google.com/document/d/1A6A6Jjkr_CXjda-hD0MfMqtKUkiPqS9C7Lyh6NxKH5Y/edit#heading=h.ycgc6jrgtswk
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We need to consolidate and reconcile the Google Doc FAQ with the existing Traffic FAQ
I'm working on a more thorough review round now and will likely follow up with a separate PR so that it's easier to collaborate since this PR was opened from a fork that I don't have write access to
| @@ -10,7 +10,7 @@ reviewed: "" | |||
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| ### Will Pantheon warn me if my site has an overage? | |||
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| Customers are responsible for monitoring their usage and overage risk using the Site Dashboard. Pantheon periodically reviews customer usage for overages across all plan levels and will contact you directly by email. If the change to traffic behavior exceeds your plan limit for any two months of traffic, your site will be moved to the next appropriate plan to help avoid further overages. These adjustments will be communicated in an email with a subject of "You've been right-sized". | |||
| Customers are responsible for monitoring their usage and overage risk using the Site Dashboard. Pantheon periodically reviews customer usage for overages across all plan levels and will contact you directly by email. If the change to traffic behavior exceeds your plan limit, your site may be subject to overages enforcement. Overages protection exists for Performance and Elite sites on an annual agreement. Refer to the [FAQ](https://docs.google.com/document/d/1vaLJHXJJashwO9zsHFeywW-RQx_6uWOWH2Yr31sbQv4/edit?usp=sharing) for more details on Overage Protection and what to expect should your site go over the plan limits. | |||
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your site may be subject to overages enforcement
That sounds unnecessarily vague. I think it is more accurate and specific to say something like "you will be billed for additional visits unless your site is covered by overages protection."
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@carly-armstrong is that accurate?
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@stevector @carly-armstrong We can say:
apply site visitor overages
overage will be billed
pay overage fees
| @@ -24,7 +24,7 @@ We encourage all customers to take advantage of [Traffic Limits and Overages](/g | |||
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| ### What about legitimate traffic spikes? | |||
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| The internet can make any website famous overnight, and this may not be under your control. Pantheon's platform is designed to support such events, and it's one of the main reasons people choose us to run their sites. Luckily, traffic spikes are easily discernible and we take this into account when monitoring overages. Sustained traffic overages will continue to require an adjustment to your pricing plan as set out above. | |||
| The internet can make any website famous overnight, and this may not be under your control. Pantheon's platform is designed to support such events, and it's one of the main reasons people choose us to run their sites. It is because of uncontrollable events likr this that all Performance & Elite plans on an annual agreement recieve at least one month of overage protection (qualified nonprofits recieve four months of protection) per calendar year. Sustained traffic overages will be enforced and may require a change to your site plan should the traffic levels see a sustained increase. | |||
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| The internet can make any website famous overnight, and this may not be under your control. Pantheon's platform is designed to support such events, and it's one of the main reasons people choose us to run their sites. It is because of uncontrollable events likr this that all Performance & Elite plans on an annual agreement recieve at least one month of overage protection (qualified nonprofits recieve four months of protection) per calendar year. Sustained traffic overages will be enforced and may require a change to your site plan should the traffic levels see a sustained increase. | |
| The internet can make any website famous overnight, and this may not be under your control. Pantheon's platform is designed to support such events, and it's one of the main reasons people choose us to run their sites. It is because of uncontrollable events like this that all Performance & Elite plans on an annual agreement receive at least one month of overage protection (qualified nonprofits receive four months of protection) per calendar year. Sustained traffic overages will be billed and may require a change to your site plan should the traffic levels see a sustained increase. |
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@IngridKwok @MystikSpiral-74 @carly-armstrong I think "enforcement" is an unnecessarily vague and somewhat threatening word for what we're doing which is billing accounts for visits that exceed their plan. Can we just say "billed" when we mean "billed"
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@stevector @carly-armstrong We can say:
apply site visitor overages
overage will be billed
pay overage fees
Corrected a typo ("evn" -> "event")
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Hi @stevector - I think between @IngridKwok and I all changes have been made. Can you have a look? (and thank you @IngridKwok for jumping in and making edits) |
Summary
Changes to the two pages referencing traffic & overages in our docs repository to reflect the changes stemming from the Overages program redesign.
Remaining Work and Prerequisites
The following changes still need to be completed:
Dependencies and Timing
Release:
Post Launch
Do not remove - To be completed by the docs team upon merge:
/old-path/=>/new-path/(if applicable)