Session Overages

This article describes the Session Overages capability, a feature that provides FullStory customers with a convenient, temporary option to continue capturing FullStory sessions and product analytics data in the event that their session volumes ever surpass their contractual session limit.

Note: The ability to use Session Overages is not currently available for Umbrella Accounts.

Session Management

Your FullStory plan includes a set number of sessions that you're able to capture within a given cycle. This is referred to as your account’s session limit. You can view details of your account’s session limit as well as actual and projected session consumption by navigating to the Settings > Account Management > Sessions page in your account. 

What happens if my account hits its session limit?

Once you've reached your contractual session limit, data capture within your account will be paused until the start of your next monthly or annual usage cycle. A message will be displayed to all members of the account ahead of time under Settings > Account Management > Sessions so that your team is aware of the upcoming session limit and can take action to avoid gaps in your FullStory data. We'll also send an email notification to all account Admins before you reach the session limit. Admins can customize these notifications to send an alert when the account’s session consumption reaches a set threshold.

How can I avoid losing sessions?

The data you capture in FullStory is most valuable when it is complete, and we want to ensure that all of your sessions and associated product analytics data stay that way.

Navigate to Settings > Account Management > Subscription and click Adjust plan to discuss adjustments to your contractual session limit, such as adding more sessions or switching from a monthly to an annual session usage cycle.

How do Session Overages work?

Session Overages provide a convenient, temporary option for accounts whose session volumes may rise unexpectedly due to seasonality, promotions or other external factors. These also help in the case that account owners don’t have sufficient time to adjust their contractual session limit before running out of sessions.

Session Overages is an opt-in feature that is disabled by default for all accounts. To enable, Admins can click “Allow overages” from the session limit alert message or toggle on the feature from Settings > Account Management > Sessions.

Your account must have a valid credit card on file in order to use the feature, as session overage charges will be applied to this card. You can add a credit card to your account by navigating to Settings > Account Management > Subscription and clicking Add.

Please note that the overage rate is different from your contractual per-session rate in your order form. Overage charges are applied in increments of 1 session block (100K sessions) at a time, and are tracked separately from your account’s contractual session limit. At the end of the session usage cycle, your account will be charged for each block consumed at the current overage rate. The invoice for any overages your account consumes will be sent to the specified billing contact via Stripe. The current overage rate can be found in-app.

For example:

• If you have opted in to allow overages, but your account uses 0 sessions above your contractual session limit, you will not be charged for overage sessions for the usage period. 
• If your account uses 80K sessions above your session limit, you will be charged for 1 block at the end of the period.
• If your account uses 120K sessions above your session limit, you will be charged for 2 blocks at the end of the period.

To avoid unexpected overage charges, you can adjust the maximum number of overage blocks allowed by your account. 

What happens when my account is using Session Overages?

Your organization’s Session Usage, as displayed via Settings > Account Management > Sessions, will be updated to show the number of overage blocks that your account has used and the number of blocks remaining based on the block limit you have set for the account.

You can opt out of using session overages or adjust your account’s overage block limit at any time during the session usage cycle. Note that de-activating Session Overages does not remove any overage sessions you have already consumed, and you will not be able to adjust the overage block limit to be less than the number of overage blocks your account has already used. Your credit card on file will be charged for any session overage blocks that the account has already consumed during the session usage cycle.

All configuration preferences, including the opt-in preferences, maximum session block limits and session limit notification thresholds will persist until you or another admin on the account makes adjustments. You do not need to opt-in to use overages at the start of every cycle.

FAQ

Do I have to opt-in every time my session usage cycle resets?

No. You do not need to opt-in to use overages at the start of every cycle. Once you opt-in to Session Overages, you will remain opted in until you or another admin on the account make adjustments. Once opted in, if your account exceeds its session limit in the future, you will be charged for Overages at the current session overages rate.

All configurations under Settings > Account Management > Sessions will persist until you or another admin on the account change them. These configurations include opting in or out of:

• Session Overages
• Maximum session block limits
• Session limit notification thresholds