Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 166 Next »

Have a subscription or pricing-related question but you’re not sure where to look? These FAQs may help! If you don’t find the answer to your question here, please feel free to email info@dimagi.com for pricing questions and accounts@dimagi.com if you are currently an account holder.

Please jump to the relevant question:

CommCare Subscriptions

What are the differences in CommCare subscription plans?

By signing up for a CommCare software plan, you benefit from accessing a number of sophisticated features, better support, and secure cloud hosting. Our five software plans include various levels of user limits as well as cloud server support, advanced features, SMS capabilities, automatic software updates, bug fixes and maintenance support, security updates, HIPAA compliance, and much more. 

To add more mobile users or to access more advanced features, you can upgrade to a higher-level software plan. If you need more advanced features but want to keep the same number of users, you will still have to upgrade to the higher-level software plan.

For specific plan details, please see CommCare Pricing Overview . If you have any questions about these, please reach out to sales@dimagi.com

What support do I receive with my subscription?

Dimagi offers our users various levels of Support, based upon their software plan and our Service Level Agreement (SLA). Your software plan helps us determine the response rate for these questions and the priority with which we solve them.

You can learn more in Dimagi Support Service Level Agreement (SLA) FAQ

Subscription Management

For more information, please visit Manage Your Subscription

What is the difference in monthly and annual subscriptions?

You can choose to be billed on a monthly pay-as-you-go basis or pre-pay for a year in advance to benefit from our discounted Annual pricing. For both monthly and annual plans, you can make your payments by following the instructions here: Payment Methods & Instructions

Please refer to our Billing terms before signing up for a monthly or annually billed subscription.

Monthly Billing

All Monthly billed plans require a 30 day minimum commitment. After subscribing to a plan, you can only downgrade after 30 days. If you try to downgrade during the 30 day window, your plan will be scheduled to auto-downgrade at the end of the 30 day window.

  • Pre-pay for the number of months of your choice and for any SMS or user credits by logging into CommCare → Settings → Current Subscription, and follow the steps outlined at https://dimagi.atlassian.net/wiki/x/Gy7Kfw. Please note that credits don’t expire even if you suspend your subscription.

  • Post-pay on a monthly basis, after you receive your monthly invoice and follow payment instructions on the invoice and follow the steps outlined at https://dimagi.atlassian.net/wiki/x/Gy7Kfw.

Annual Billing

All Annually billed plans require a 12 month minimum advance payment towards the subscription plan fee (pre-payment) commitment within 30 days of sign-up.

Note:

  • The prepayment is applicable only towards the total base subscription plan fee of your commitment period. Any excess user fees, should you go over the user limit included in your software plan, and sms charges per actuals, will be billed separately following the month in which you incurred these charges.

  • That said, if you anticipate exceeding your user limit and using sms during the course of your subscription period, you may also prepay any amount of your choice towards user and sms credits separately to automate the payment process and avoid having to pay for excess user or sms invoices separately each month. Please reach out to accounts@dimagi.com if you would like to purchase user or sms credits.

  • If you cancel or downgrade within 90 days, starting from the start date of your Subscription Term, you will be charged on a prorated basis for the service provided, and rest will be fully refunded. After 90 days, the advance payment is non-refundable and the service will continue until the end of the Subscription Term. 

How do I create, renew, upgrade, or pause my subscription?

All of these steps are outlined on this page: Manage Your Subscription

What happens to my data and apps if I pause my subscription?

Please visit: https://dimagi.atlassian.net/wiki/spaces/commcarepublic/pages/2143955299/Manage+Your+Subscription#What-to-do-before-you-pause-your-subscription

When will I receive my invoice? When is it due?

Unless prepaid with no additional SMS or user charges, the billing contact will receive a monthly invoice by email on the 1st for charges from the previous month. This includes the base software subscription fee and any SMS or excess user charges. Payment is due on the 30th of the month after service.

You can red more here: https://dimagi.atlassian.net/wiki/spaces/commcarepublic/pages/2143956507/Payment+Methods+Instructions#Confirm-your-Payment-Permissions-&-Notifications

I just reveied my invoice and have additional fees for mobile users and SMS. What’s going on?

Please see our pricing page for more information: https://dimagi.atlassian.net/wiki/spaces/commcarepublic/pages/2420015134/CommCare+Pricing+Overview#Additional-Information .

Payment Methods

For more information, please visit https://dimagi.atlassian.net/wiki/spaces/commcarepublic/pages/2143956507/Paying+your+Subscription

What payment methods are accepted by CommCare?

Your CommCare subscription can be paid via credit card, wire transfer, or Flywire. For more information, please visit https://dimagi.atlassian.net/wiki/spaces/commcarepublic/pages/2143956507/Paying+your+Subscription .

How do I pay for my subscription?

Please visit https://dimagi.atlassian.net/wiki/spaces/commcarepublic/pages/2143956507/Paying+your+Subscription for instructions on how to pay your CommCare subscription.

Do I lose my credits when my subscription ends?

A note about pre-payment credits: Should your subscription end and you still have credits, the credits you load onto your subscription as pre-payment don’t expire. Even if your paid subscription is paused, your credits are still loaded onto your account and start getting debited again once you re-subscribe to a plan.

How do I ensure that I receive any billing related notifications?

Visit this page to sign up to receive invoices: https://dimagi.atlassian.net/wiki/spaces/commcarepublic/pages/2143956507/Payment+Methods+Instructions#Receive-Payment-Notifications-&-Invoices

Other Questions

Does Dimagi offer discounts for CommCare plans?

Dimagi offers discounted software plans or features on a need-only basis. These are usually granted to small organizations who want to do a small or pilot project and who have thoroughly considered their feature needs. You can apply for a discounted plan by filling out this application.

Please remember: Our Community software plan is completely free, supports up to 5 mobile users, and gives you access to all basic CommCare features.

Does Dimagi offer special accounts for developers?

Developer accounts will be offered pro-bono to developers looking to write tools that integrate with CommCare. To make a developer account request, please email information@dimagi.com. 

I have another question that isn’t answered here.

If you have any other questions on pricing and payments, please reach out to accounts@dimagi.com and we would be happy to help you!

  • No labels