Upgrading Your Plan
How to request a plan upgrade and what happens after you submit the request.
How to request an upgrade
Open the upgrade dialog
In the support portal, click Upgrade Plan in the left sidebar or in the Overview tab.
Choose your plan
Review the plan cards and select the plan that fits your needs. Each card shows the key features and pricing so you can compare before committing. Your current plan is highlighted.
Add a message (optional)
Include any context that would help our team — your timeline, specific features you need, or questions about pricing.
Submit the request
Click Submit Upgrade Request. Your request is sent immediately to our sales team.
What happens next
- Our sales team receives an email notification with your account details and chosen plan
- A sales engineer reviews the request — typically within one business day for self-serve plans, or 2–3 business days for Enterprise
- You'll receive an email when your plan is upgraded
- Once upgraded, new features and limits apply immediately to your account
Self-serve upgrades (Starter → Professional → Business) are processed automatically and take effect within minutes. Enterprise upgrades require a brief scoping call.
Downgrading
Downgrades take effect at the end of your current billing cycle. To request a downgrade, open a support case with the subject "Plan downgrade request" and include your account email and desired plan.
Downgrading from Business to Professional removes access to Security services, live chat, and unlimited cases. Make sure any active security configurations are documented before downgrading.
Billing FAQ
When does my billing cycle start?
Your billing cycle starts on the date you activate a paid plan. If you upgrade mid-cycle, you're charged a prorated amount for the remainder of the current period.
What payment methods are accepted?
We accept all major credit and debit cards (Visa, Mastercard, Amex) and ACH bank transfers for annual plans. Enterprise customers can be invoiced via purchase order.
Can I get a refund?
Monthly plans are non-refundable. Annual plans can be refunded within 30 days of purchase. After 30 days, the remaining balance is issued as account credit.
How do I update my billing details?
Email billing@aezona.com with your account email and the updated payment details. Credit card updates can also be done directly in the billing section of your account settings.
Does my case count reset each month?
Yes. Monthly case allowances (Starter: 3, Professional: 10) reset on the first of each calendar month. Unused cases do not carry over.