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How Rallied charges for the agent’s work, and how to keep enough credits so the agent never pauses.

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The plan and the trial

The Rallied plan is $150 a month with 2,000 credits included. A credit is worth $0.10. Every integration and channel is included, and there is no limit on how many clients the agent covers. There’s one plan, billed monthly. You buy more credits only when you choose to.
  • Rollover: unused included credits roll over for one month and are used first. A slow month’s credits carry into the next one and lapse at the end of it.
  • Trial: a new account starts on a 14-day trial of the same plan with the same 2,000 credits, no card required. The trial starts when you first connect your PSA.
  • Converting: add a card on the Billing page at any time. Your paid month starts with a fresh 2,000 credits the moment you add it. Unused trial credits expire on conversion and don’t carry into the paid month.
  • Trial ends without a card: the agent pauses and your data stays put. A trial can’t buy credit packs, because there is no card to charge.
  • Failed plan charge: the Billing page says so and the agent pauses until the card is fixed.

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What one ticket costs

A ticket is charged once, at the highest level the agent reached on it, so a ticket costs at most 8 credits. It costs the same whether it closes or not. The agent may come back to a ticket several times (after a technician note, an approval, or a status change). None of that adds a charge unless it lifts the ticket to a higher level. Three rules decide the level:
  • The ticket’s own record never counts as a system. Reading or noting the ticket in your PSA is not a system. Only your other integrations count, such as your RMM, identity provider, Microsoft 365, a documentation tool or web search.
  • Reads and changes count the same. Each different tool is one tool. Calling the same tool again counts once, so retries never raise a ticket. Systems and tools from every turn on the same ticket add up.
  • A ticket never moves down. It is graded at its highest level. If it reaches a higher level later, you are charged only the difference (2, 5 or 7 credits).

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Plan Mode, Execute Mode and approvals

In Execute Mode, a ticket that needs approval is one ticket, not two. The agent proposes a plan (Standard so far, 3 credits), a technician approves, and the agent runs it. If the plan and the fix together reach three systems and six tools, the ticket becomes Complex: 8 credits in total, 3 when the plan was posted and 5 more when the fix ran. Otherwise it stays at 3. Plan Mode tickets are billed the same way, because the diagnosis is the work. A deep investigation in Plan Mode can be Complex.

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Chat, Teams and the API

Messages in the admin chat and Microsoft Teams intake are charged per message, at the same three levels. A chat message the agent answers without touching any system is Simple. Prompts sent through the API about a specific ticket are billed as part of that ticket.

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What never costs credits

  • A ticket the agent failed on or did not finish, with nothing else done. If some calls to your systems succeeded before the error, the ticket is graded on those alone.
  • A ticket where every tool call was refused by a policy, or where the agent only learned an approval was denied.
  • A ticket on which the agent made no tool call at all, such as a clarifying question.
  • Tickets filtered out as noise, which never wake the agent.
  • Tickets for clients the agent doesn’t cover.
  • Heartbeats, syncs, ticket mirroring and classification.
  • Notes Rallied posts itself, such as the identity verification outcome or the paused notice.
  • Asking the admin chat about your balance.
  • Connecting integrations, editing workflows, changing policies, and everything else you do to set the agent up.

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Worked examples

The agent reads the ticket, checks Okta and Microsoft 365, and posts an internal note recommending an unlock. That’s Standard, 3 credits. The technician approves, and the agent unlocks the account in Okta and posts the result. Two systems is still Standard, so the ticket stays at 3 credits ($0.30), however many times the agent came back to it. Had it also checked sign-ins and the IT Glue runbook (three systems, six tools), it would have been Complex, 8 credits.
The agent reads the ticket and the device record in NinjaOne, sees the printer hasn’t checked in since Friday, and notes that it needs a site visit. That’s one Standard ticket, 3 credits. The technician adds a note the next day and the agent answers from the ticket alone. Still 3 credits.
A typical mix of tickets averages about 4 credits each, so the plan’s 2,000 credits cover roughly 500 tickets a month.

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Buying more credits

When the included credits run low, buy more in packs from the Usage page (Settings → Usage → Buy credits). Packs are the same $0.10 per credit as the plan. The card on file is charged right away, and the credits land only after the payment goes through. Purchased credits never expire. If a pack payment fails, nothing is added and nothing else changes. The Usage page tells you, and you get an email. Update the card on the Billing page and try again. Each pack is its own card charge with its own invoice. New accounts can buy 2 packs a day until two invoices have been paid (automatic packs count toward this).

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Which credits are used first

  1. Last month’s rolled-over included credits.
  2. This month’s 2,000 included credits.
  3. Coupon credits.
  4. Purchased packs, oldest first.

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Auto top-up

Auto top-up is off until an admin switches it on from the Billing page. It needs a card on file and the paid plan, so it isn’t available during the trial. While it’s on, whenever your balance drops below 100 credits, Rallied buys a 500-credit pack ($50) on the card on file, exactly as if you had clicked Buy credits. Rallied counts credits for work already under way as spent, so it tops up before the agent would pause.
  • Monthly limit: when you switch it on, pick a limit of $100, $250, $500 or $1,000 (2, 5, 10 or 20 packs per billing period). $250 is preselected; change it later with Edit limit. The Billing page shows what’s been spent this period.
  • At the limit: nothing more is bought until the next period, the agent pauses at 0 credits as usual, and every admin gets one email. You can still buy a pack by hand.
  • Notifications: every automatic pack is emailed to every admin and appears on the Activity page and invoices, marked as automatic.
  • Failed charge: if a charge fails or the bank asks for cardholder confirmation, nothing is added, auto top-up switches itself off, and every admin is emailed. Update the card, then switch it back on.

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Coupons

Rallied sometimes issues coupon codes worth free credits. An admin enters the code on the Billing page under Have a coupon? and the credits are added at once. Each code works once per account, during the trial or after it. Coupon credits never expire, and coupon credits redeemed during the trial carry over when you add a card.

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Usage alerts

Every admin gets an email, and a banner on the Usage page, at four points. These are always on. They count only this month’s 2,000 included credits.

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When credits run out

The agent stops taking new work once your remaining credits can no longer cover the tickets it is already working. While paused:
  • Tickets keep arriving, being mirrored into Rallied and being classified.
  • On ConnectWise and HaloPSA, each ticket the agent would have worked gets one internal note saying the agent is paused, so your technicians know to pick it up.
  • The Activity page lists every ticket the agent skipped.
  • Work already under way finishes. Any credits it spends past zero are absorbed by Rallied and never invoiced.
The agent resumes by itself as soon as a pack is granted (bought by hand or by auto top-up), a coupon is redeemed, or the month rolls over. Skipped tickets aren’t replayed; a skipped ticket is worked when the next event on it arrives. A plan a technician approved while the agent was paused runs when the agent resumes, as long as the ticket is still open and the approval is less than 7 days old, measured from the decision. Otherwise Rallied marks the approval as not resumed, and the plan doesn’t run. If the work is still needed, ask the agent to continue.

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Where to see your balance and spend

The monthly usage invoice lists the tickets the agent worked by level (Simple, Standard and Complex), each with a count, plus a Level upgrade line for credits added when a ticket rose to a higher level after it was first billed. Questions about your bill? Email support@rallied.ai.