Billing in Zenhub Enterprise

Understand active user billing and how surcharges are calculated in Zenhub Enterprise

How Enterprise Billing Works

Zenhub Enterprise billing is based on Active Users rather than total licensed users. An Active User is anyone who has accessed Zenhub within the last 30 days, regardless of how frequently they use the platform or which features they access.

This usage-based billing model means you only pay for users who actually use Zenhub each month. A user who logs in once during the billing period counts as active, while users who don't access Zenhub at all that month don't contribute to your active user count.

Your billing is calculated by comparing your Active User count against your purchased license total. As long as your Active Users remain at or below your purchased license count, you incur no additional charges beyond your standard subscription cost.

Understanding Surcharges

Surcharges occur when your Active User count exceeds your purchased license total. Zenhub calculates surcharges based on the number of Active Users beyond your license limit, not simply the number of users with access to your instance.

Example billing scenario:

Your organization purchases 1,500 Zenhub Enterprise licenses and grants access to 1,600 total users. Here's how billing works in different activity scenarios:

Scenario 1 - High activity: All 1,600 granted users actively use Zenhub during the month. You incur surcharges for 100 users (1,600 active - 1,500 licenses = 100 over limit).

Scenario 2 - Normal activity: Only 1,500 of your 1,600 granted users actively use Zenhub during the month. You incur no surcharges because active users equal your purchased licenses (1,500 active = 1,500 licenses).

Scenario 3 - Lower activity: Only 1,400 of your 1,600 granted users actively use Zenhub during the month. You incur no surcharges and have unused license capacity (1,400 active < 1,500 licenses).

This billing model provides flexibility for organizations with fluctuating usage patterns, seasonal team composition changes, or users who access Zenhub occasionally rather than daily.

Active User Definition and Tracking

Active User status is determined by any authenticated access to your Zenhub Enterprise instance within the 30-day billing period. Actions that count toward active status include logging into Zenhub, viewing workspaces, updating issues, or accessing reports.

The 30-day tracking window is a rolling calculation, not a calendar month. Each user's active status is evaluated based on whether they've accessed Zenhub in the previous 30 days from any given billing calculation date.

Users who were granted access but never logged in don't count as Active Users. Similarly, users who haven't accessed Zenhub in over 30 days are excluded from the Active User count for billing purposes, even if they still have valid licenses assigned.

Controlling Access to Prevent Surcharges

Zenhub Admins can prevent unexpected surcharges by disabling automatic license assignment through License Governance features. When "Auto-assign" access is turned off, admins must explicitly approve each user's access request before they can use Zenhub.

This administrative control ensures your Active User count remains predictable and within your purchased license limit. Admins can review access requests and approve them strategically based on current license availability and business priorities.

Implementing License Governance is particularly valuable for organizations approaching their license limits or those wanting tight cost control. Without automatic assignment, every new user requires explicit admin approval, preventing accidental license over-allocation.

For detailed information on configuring License Governance and managing license distribution, see the License Governance article in the help center.

Monitoring Your Active User Count

Zenhub Admins can generate Usage Reports to track Active User counts over time. These reports provide monthly lists of all Active Users, helping you understand usage patterns and predict billing costs.

Access Usage Reports through the Zenhub Enterprise admin dashboard. The reports show which users accessed Zenhub during specific time periods, allowing you to identify trends, seasonal patterns, or departments with high Zenhub adoption.

Regular usage monitoring helps you make informed decisions about license purchases, access control policies, and budget planning. Review Usage Reports monthly to ensure your Active User count aligns with expectations and purchased license capacity.

For detailed instructions on generating and interpreting Usage Reports, see the Usage Report documentation or contact your Enterprise Success Coach.

Budget Planning and License Optimization

Understanding the difference between total granted users and Active Users enables more efficient license planning. Organizations can grant access to a larger user pool than their license count when usage patterns indicate not all users will be active simultaneously.

Optimization strategies:

Seasonal usage patterns: If your team has predictable seasonal fluctuations (like academic calendars or retail cycles), plan license counts around peak usage periods rather than maintaining excess capacity year-round.

Department-based allocation: Grant access broadly across departments but monitor which teams actively use Zenhub. This data informs future license allocation and training initiatives.

Trial periods for new users: Grant access to new team members or departments on a trial basis and monitor active usage before committing to additional license purchases.

Regular access reviews: Quarterly reviews of granted access versus active usage help identify users who should have access revoked, freeing capacity for more active team members.

Getting Billing Support

For questions about your specific billing situation, usage patterns, or license optimization strategies, contact the Zenhub Enterprise team at enterprise@zenhub.com. Include your organization name and specific questions to receive personalized guidance based on your Zenhub usage and business needs.

FAQ

Q: If I grant access to 2,000 users but only purchase 1,500 licenses, will I definitely incur surcharges?
A: Not necessarily. You only incur surcharges if more than 1,500 users are active (used Zenhub in the last 30 days) during the billing period. If only 1,500 or fewer users actively use Zenhub, you won't see surcharges despite granting access to 2,000 users.

Q: How often is the Active User count calculated for billing?
A: Active Users are calculated on a rolling 30-day basis for your billing period. The exact calculation timing depends on your billing cycle, but the 30-day activity window ensures you're only billed for recent usage.

Q: Can I see which specific users are counting as "Active" before my bill is generated?
A: Yes, Zenhub Admins can generate Usage Reports that show exactly which users were active during specific time periods. Run these reports regularly to monitor your Active User count and predict billing.

Q: What happens if we temporarily exceed our license limit during a busy period?
A: You'll incur surcharges for that billing period based on the number of Active Users over your license limit. If usage returns to normal the following period, surcharges stop. Consider purchasing additional licenses if you regularly exceed your limit.

Q: Does it matter how much someone uses Zenhub—does heavy usage cost more than light usage?
A: No, a user counts as "Active" if they access Zenhub at all within 30 days, regardless of usage intensity. Someone who logs in once has the same billing impact as someone who uses Zenhub daily.

Q: If I remove someone's access mid-month, do they still count as Active for that billing period? A: If they accessed Zenhub within the 30-day billing window before you removed their access, they count as Active for that period. Removing access prevents future Active status but doesn't retroactively change past usage.