What counts as a minute?
A voice minute is any second the agent is on a call — connected to a caller and either listening, speaking, or holding. We meter at the second and bill in 1-minute increments. Time spent in pre-call signaling, voicemail-only voicemails, and unanswered dials don't count.
What happens when we exceed our included minutes?
Your overage rate kicks in automatically — $0.18/min on Business, $0.14/min on Growth, custom on Enterprise. We notify your billing contact at 80%, 100%, and 120% of plan and you can set a hard cap if you don't want overage at all.
Can we change plans mid-month?
Yes — upgrades pro-rate and take effect immediately. Downgrades take effect at the next billing period so you don't lose features mid-campaign. Annual contracts can upgrade mid-term; downgrades wait for renewal.
Is there a free trial?
Business Growth includes a 14-day pilot — full access, real numbers, real calls, no card up front. Business plans skip the pilot in favor of self-serve activation. Enterprise pilots are scoped to a working session and a sandbox tenant.
Do you charge per agent or per seat?
No. Voice minutes are the only metered unit. You can run as many agents and add as many human users as your plan tier supports without paying per-seat.
How is international voice billed?
International outbound and inbound minutes carry per-region surcharges on top of the base rate. The full matrix is shared during onboarding — common tiers: UK/EU +$0.04/min, AU +$0.06/min, LATAM +$0.05/min.
What's included in the Growth implementation specialist?
30 days of guided setup: knowledge ingestion, agent persona tuning, transfer logic, sandbox testing, and a launch review. They join your Computer Copilot Messenger workspace and own the launch checklist.
Can we negotiate Enterprise terms?
Yes. Enterprise contracts cover volume tiers, payment terms, SLA targets, indemnification, retention windows, regional pinning, MSA redlines, and security exhibits. Most deployments close in 3–6 weeks.
Are there setup fees?
No setup fees on Business or Growth. Enterprise deployments occasionally include a one-time professional services engagement for complex integrations (white-label portal, custom telephony peering, dedicated infrastructure).
How does annual billing work?
Annual plans save 20% off the monthly rate, billed up front. You commit to the included-minute pool for the year — unused minutes don't roll over, but volume tiers still apply if you exceed the pool.
Do non-profits, education, or startups get a discount?
Yes. Verified non-profits and accredited education institutions receive 30% off Business and Growth. Early-stage startups (under $5M raised) can apply for a 6-month founder credit. Email sales@synthvoice.ai with details.
What payment methods do you accept?
Credit card and ACH on Business and Growth (monthly or annual). Enterprise supports invoicing with NET-30 / NET-45, wire, ACH, and purchase orders.