Overages Program Redesign Updates

source/content/partials/traffic-limits-overages.md

@@ -4,26 +4,26 @@ categories: [traffic]
 cms: [--]
 product: [--]
 integration: [--]
-tags: [--]
+tags: [policy]
 reviewed: ""
 ---
 
-## Traffic Limits and Overages
+## Traffic limits and overages
 
 Pantheon optimizes the resources and performance of your site based on your choice of [pricing plan](https://pantheon.io/plans/pricing?docs). Your pricing plan determines the [backend resources](/guides/account-mgmt/plans/faq#plan-resources) Pantheon deploys to support site performance and to serve the corresponding traffic levels for each plan. Customers should choose the plan that suits their anticipated traffic and continually monitor that choice using [Pantheon's Site Dashboard](/metrics).
 
-As your site grows on Pantheon, you can modify your plan based on the metrics you find in the Site Dashboard. If your traffic is continually over your plan limit, we may automatically adjust you to a pricing plan that better aligns with your traffic growth. This is important to ensure the continued performance of all sites on Pantheon, and to avoid any negative impact to your site as traffic levels change.
+As your site grows on Pantheon, you can modify your plan based on the metrics you find in the Site Dashboard. If your traffic is over your plan limit, the site may be subject to overage fees. Aligning your site plan with the current traffic demands is the best way to ensure there will not be additional charges. In the event your site is over the plan limits the overages program is an easy-to-understand model based on actual site usage in the prior month. There is an [FAQ](https://docs.google.com/document/d/1vaLJHXJJashwO9zsHFeywW-RQx_6uWOWH2Yr31sbQv4/edit?usp=sharing) to help you understand the specifics around how site traffic and overages are processed.
 
 Pantheon monitors your site traffic as part of our evaluation of overall site health. To understand the limits associated with your pricing plan, visit the [pricing comparison page](https://pantheon.io/plans/pricing/pantheon-web-hosting-pricing-comparison?docs) for additional information.
 
-### Overage Protection
+### Overage protection
 
-Pantheon designed Overage Protection for Performance sites to prevent one-time traffic spikes from causing billing issues. All Performance plans and higher include Overage Protection, which provides billing protection against externally driven spikes, or for businesses that have an annual “big event” but otherwise operate at a lower “normal” rate.
+Pantheon designed overage protection for Performance and Elite sites on annual plans to prevent one-time traffic spikes from causing billing issues. All Performance plans and higher on an annual plan include one month of overage protection, which provides billing protection against externally driven spikes, or for businesses that have an annual “big event” but otherwise operate at a lower “normal” rate. This protection resets with the calendar year and will be automatically applied the first month of the year your site goes over its plan limits. You as the site owner do not need to do a thing. In a month where overage protection is applied the site owner will be notified of the event and no other action will be taken. This notice is a great time to review your site's traffic to determine if it is time to move to a new plan and avoid the risk of a future overages bill. Qualified nonprofits receive additional overage protection at no extra cost, automatically applied. Refer to the [FAQ](https://docs.google.com/document/d/1vaLJHXJJashwO9zsHFeywW-RQx_6uWOWH2Yr31sbQv4/edit?usp=sharing) to learn more about how to qualify for these and other benefits available only to Pantheon's nonprofit customers.
 
-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 credit card 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.
 
 <Alert title="Note" type="info">
 
-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.
+Basic and Performance sites on a monthly plan 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 event and an invoice will follow later int he same month. 
 
 </Alert>

source/content/partials/traffic-overages-faq.md

@@ -10,7 +10,7 @@ reviewed: ""
 
 ### Will Pantheon warn me if my site has an overage?
 
-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.
 
 ### Where can I manage my plan along with my site traffic?
 
@@ -24,7 +24,7 @@ We encourage all customers to take advantage of [Traffic Limits and Overages](/g
 
 ### What about legitimate traffic spikes?
 
-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.
 
 ### What about load tests or penetration tests?