From 15 September 2023 we will be implementing a small increase for our global customers – excluding the UK.
New rates by billable staff member
Context to this change
In August 2022 we made a small price increase for new customers joining Timely in Australia and New Zealand. This change was to bring out charges in line with market growth and coincided with a project to remove our annual plans and move all customers onto a monthly billing cycle.
Now that our new plans have been firmly embedded with our new customers in Australia and New Zealand, we are making things fair by rolling out this change to our customers globally, excluding the UK. The increase in fees will help us cover the increasing cost of doing business that all organisations have incurred over the past few years and ensure that we can continue to invest in building world-class products.
Does this price increase affect me?
This pricing increase affects all Timely customers – excluding the UK.
How much is my plan increasing by?
Your increase will depend on which plan you are on and how many bookable staff you have on your team. Please refer to the table above to see exactly how your fee will change.
Why is the price increase happening now?
We last increased our prices for existing customers in 2019, when we repackaged our plans and added in SMS to the base cost. We’re updating our pricing now to bring our charges in line with market growth. Since then we've been working on some new pricing modelling by removing annual plans. Our price increases help us to give you the best-in-class products and customer services that you know and love.
When does the new pricing come into effect?
Your new pricing comes into effect from 15 September 2023. The changes will come into play in your next billing cycle. For example, if your monthly billing cycle falls on the 17th of the month, the new pricing change will take place on September 17th.
How much notice have you given us before the price increase comes into effect?
Timely has provided all customers with 30 days’ notice prior to pricing changes. This complies with our terms and conditions of sale.
I’m on an Annual package/Tailored pricing, does this apply to me?
All customers who were previously on Annual packages should have now moved to monthly subscription plans. We also have some customers who are on specific Tailored pricing due to their size and complexity. These customers are not currently included in this price change. If you’re on tailored pricing, we will be in contact with you as part of our regular review cycles to discuss any potential changes to your pricing.
Can I change the plan I’m currently on, or move to another plan?
Yes, the beauty of Timely and monthly plans is that the flexibility is in your hands. You’re welcome to downgrade or upgrade plans as your business evolves, which can be easily done in Timely, just go to: Settings - Account > Billing and click Change package.
Does this affect any of the features that are in my current plan?
No, all the features that are currently included in your plan remain, nothing other than the price of your plan is changing.
Does this have any impact on the price of Premium Phone Support?
No, Premium Phone Support is not increasing in price. Premium Phone Support remains as an add-on to any existing Timely plan for $30 a month. Please note, Premium Phone Support is available to customers 9am – 5pm AEST/NZT.
I’m a current Timely customer, but I’m currently trialling a higher plan, how does this price increase affect me?
You can continue to trial the higher plan at no additional fee. At the end of your free trial you may choose to stay on the higher plan, or revert back to your existing plan, both of which will incur the small price increase from your previous rate.
My account is currently on hold
You won’t be charged while your account is on hold, but once you resume access you will be charged at the new rates.
If I pay my subscription annually, can I retain the current pricing?
We have been phasing out our annual plans. Next time your plan renews you will be moved onto the new monthly pricing.