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.

Your billing is calculated by comparing your active user count against your purchased license total. As long as 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 total number of users with access to your instance.

For example: your organization purchases 1,500 licenses and grants access to 1,600 users. If all 1,600 are active in a given month, you incur surcharges for 100 users. If only 1,500 are active, no surcharge. If only 1,400 are active, no surcharge and you have unused capacity.

This model provides flexibility for organizations with fluctuating usage patterns or users who access Zenhub occasionally.

Active user definition

Active user status is determined by any authenticated access to your Zenhub Enterprise instance within the 30-day billing period — logging in, viewing workspaces, updating issues, or accessing reports. The 30-day tracking window is a rolling calculation, not a calendar month.

Users who were granted access but never logged in don't count as active users. Users who haven't accessed Zenhub in over 30 days are also excluded from the active user count, 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. When auto-assign is turned off, admins must explicitly approve each user's access request before they can use Zenhub, keeping active user counts predictable.

For full configuration details, see the License Governance article.

Monitoring your active user count

Zenhub admins can generate Usage Reports through the Zenhub Enterprise admin dashboard to track active user counts over time. These reports show which users accessed Zenhub during specific periods, helping you understand usage patterns and predict billing costs. Review them monthly to ensure your active user count aligns with your purchased license capacity.

Getting billing support

For questions about your specific billing situation, usage patterns, or license optimization, contact the Zenhub Enterprise team at enterprise@zenhub.com.

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 in the last 30 days during the billing period. If 1,500 or fewer users access Zenhub, no surcharge applies despite the larger granted user pool.

Q: How often is the active user count calculated?
A: Active users are calculated on a rolling 30-day basis aligned with your billing period. The exact timing depends on your billing cycle.

Q: Can I see which users are counting as active before my bill is generated?
A: Yes. Zenhub admins can generate Usage Reports showing exactly which users were active during specific time periods. Run these regularly to monitor your 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 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. Logging in once has the same billing impact as using 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 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.