ActivTrak's Subscription and Support Plans, Licensing and Pricing

The following guide outlines ActivTrak's subscription plan differences, add-ons and Support offerings. It also explains how ActivTrak licensing works and addresses common pricing questions.

Contents

• ActivTrak's Subscription Plans
• Add-ons
  • ActivConnect API
  • Screen Details
  • Data History
• Support plans
  • Support plan availability
  • Support plan details
  • Digital Support
  • Premier Support
  • Signature Support
• How ActivTrak licensing works
  • ActivTrak licenses are assigned on a per-user, per-computer, and per-domain basis, but what does all of this mean?
  • What if licenses are exceeded on my ActivTrak account?
• Frequently Asked Questions
  • Am I charged for going over my user limit?
  • Am I charged for going over my storage limit?
  • Can I decrease my user limit and price by using user aliases?
  • I want to upgrade to a paid account but don't need all five licenses. Can I only pay for the ones I need?
  • Is there a self-service purchasing option?
  • Are discounts offered for nonprofits?
• Legacy Premium and Advanced Plans
• Learn more

ActivTrak's Subscription Plans

ActivTrak offers four subscription plans: Free, Essentials, Essentials Plus and Professional. Upon initial sign-up, all customers receive a free 14-day trial of Professional. Once the trial has expired, the account automatically converts to a Free plan unless upgraded to a paid one. Plan upgrades, license additions, and the Screen Details add-on can be purchased via the in-app cart. Learn more here.

Review the table below for a detailed comparison of each subscription plan. 

Notes:

• A minimum purchase of five licenses is required for our Essentials, Essentials Plus, and Professional Plans.
• Legacy Premium and Advanced Plans are no longer sold. For more information about our legacy plans, click here.

Add-ons

Add-ons are available with paid plans and are billed on a per-user basis. 

Please Note: The number of Add-on licenses must equal the number of ActivTrak account licenses.

Support plans

ActivTrak offers various Support plans to meet your organization's unique needs and ensure success.

To contact Support, click here.

Support plan availability

• Free Plan: No support plan available
• Paid Plans with <50 licenses: Digital Support included by default
• Paid Plans with 50+ licenses: Must purchase Premier or Signature Support plan

Support plan details

Digital Support 

This plan is ideal for small organizations (fewer than 50 licenses) needing basic, self-serve support during standard weekday business hours. (Note: Digital Support is included by default for ActivTrak subscriptions with fewer than 50 licenses). Organizations with basic analysis needs and/or have internal resources available to conduct customized analyses internally.

Note: Organizations purchasing 50 or more licenses must select either Premier or Signature Support to ensure optimal setup, performance, and ongoing assistance.

This plan includes Full access to our Technical Support team during standard business hours, 24/7 on-demand access to technical documentation in the ActivTrak Help Center, and training materials in the ActivTrak Academy.

Premier Support

This plan is required for organizations with 50 or more licenses (along with Signature Support as an alternative option)

This plan is ideal for organizations that desire enhanced technical support, escalations, and productivity insights in addition to ActivTrak’s best-in-class product but are looking for a lighter touch for ongoing technical and advisory support (compared to Signature Support).

This plan includes All Digital features plus full access to live chat support on weekends (Saturday - Sunday, 8 am - 6 pm CT),  triage-based routing, two live training sessions, annual technical account configuration and tuning and access to a dedicated Customer Success Manager (CSM). Additional details are below:

• Adoption Assurance: Adoption Assurance sets customers up for success by providing timely, high-quality technical implementation, organizational enablement and adoption support. This helps to educate, enable and empower ActivTrak users across all organizational levels to ensure a successful and productive journey toward working wiser.
• Technical Account Configuration and Tuning: Whether you are looking for best practice configuration guidance during the initial account setup stage or you need help to fine-tune your existing environment based on your specific organizational needs, our team of experts will be available to assist you.
• Dedicated Customer Success Manager (CSM): A Customer Success Manager (CSM) will be assigned as your direct point of contact for all account inquiries not related to break-fix support. This includes product training (using vouchers) & general best practices, subscription changes and product discussions. Your CSM will also provide cadence calls as agreed upon and ensure an understanding of your business and the solutions and strategies required to achieve that success.
• Business Reviews: Conducted in coordination with your CSM, TAM, Product leadership and Account Executive, business reviews are designed to assess your progress toward goals and surface opportunities to further optimize your use of ActivTrak and related business outcomes. Each Business Review includes a Productivity Snapshot to uncover insights and opportunities across key productivity metrics.
• Productivity Snapshot: Designed to quickly assess progress toward goals and surface opportunities to drive further business value, Snapshots provide a high-level comparison of key productivity metrics against recent quarterly productivity benchmarks.
• Training Vouchers: Training vouchers allow you to train additional stakeholders on ActivTrak after your initial onboarding training has been delivered. To redeem, contact your CSM and let them know you’d like to use one of your training vouchers. Vouchers can cover Platform, Leadership, Manager, Employee or Train-the-Trainer sessions. Premier Support is eligible for two training vouchers every 12 months.
• Annual Technical Health Check: With a technical health check, ensure your environment is running at its optimal capacity and maximize your ActivTrak investment. Our team of experts will examine every aspect of your configuration and provide a detailed report with actionable recommendations to improve reporting accuracy and optimal insights.

Signature Support

This plan is ideal for larger organizations who desire first-class technical support, escalations and productivity insights in addition to ActivTrak’s best-in-class product. Signature Support provides faster response times and expanded touchpoints for ongoing technical and advisory support (when compared to Premier Support).

This plan includes all Digital and Premier features plus 24/7 access to our live chat support, a dedicated Technical Account Manager (TAM), priority triaging, Quarterly Business Reviews, two additional Training Vouchers (four total), two additional Live Training sessions (four total) access to help for data customization projects and more! Additional details are below:

• Dedicated Technical Account Manager (TAM): A dedicated Technical Account Manager (TAM) will be assigned as your direct point of contact for all technical account concerns. Your TAM will be a technical liaison between you and the ActivTrak team to ensure all inquiries are reviewed and resolved promptly. Your TAM will also provide proactive outreach around product updates and relevant product information as necessary to ensure all of your needs are met.
• Integration Support and Customized BI Dashboards: Whether you are looking for customized visualization of ActivTrak data in BI platforms such as Power BI, Tableau or Google Data Studio, or need expert advice on integrating ActivTrak data with other data sources, Signature Support includes 10 hours of data and solution architecture services to set those special projects in motion.
• Productivity Assessments: Led by our Productivity Lab experts, Productivity Assessments provide point-in-time and trend analysis of key productivity metrics, process, technology usage and comparison to industry-specific benchmarks to surface additional insights and opportunities.
• Insights-to-Action Workshop: Led by our Productivity Lab experts, the Insights-to-Action Workshop is designed to accelerate your journey with ActivTrak. They will uncover critical productivity insights, prioritize interventions and jointly develop a 90-day roadmap for you to capitalize on areas of opportunity and generate tangible ROI.

How ActivTrak licensing works

ActivTrak licenses are assigned on a per-user, per-computer, and per-domain basis, but what does all of this mean?

Once the ActivTrak Agent is installed, user tracking is automatic. Any user that logs into a computer where the Agent is installed will automatically be tracked and counted against user licensing quantities.

For example, five licenses are needed if there are five employees (users) who need to be tracked. Let's say Eva, one of the employees, signs into a guest profile on Bob’s computer with an ActivTrak Agent installed. Since Eva accessed a different user profile than Bob's, this will appear as a new user on the ActivTrak dashboard, creating a sixth user and placing the account over the original 5-license limit.

A new user was created, taking up another license, because a new user profile was accessed on Bob's machine. New user profiles on machines that are not domain-connected will count as new users within ActivTrak.

Each computer shown in the image above is a stand-alone machine (not domain-connected), so the Agent does not recognize Eva and thus adds her as a new user. If you do not have Active Directory, Azure, or a similar environment but want to track Eva's activity on Bob's device,  an additional license must be purchased. If two profiles for the same user exist within ActivTrak, an alias can be created to view the combined data in reports and dashboards. Please note that creating an alias will not reduce the license count. To learn more about reclaiming licenses, click here. 

You can also merge users when a user moves from one device to another. For example, if Eva’s laptop died and the company issued her a new one, that user/license can be merged with the latest computer’s user/license to ensure her data is continuous across historical and future activity reports and dashboards. Learn how to integrate users here.

Domain Connected:

Now, let's say that the machines in the example above are domain-connected, and Eva accessed Bob's computer using her user profile credentials. This would not raise the user count in ActivTrak. Suppose an organization uses Active Directory, Azure, or a similar environment, and all of its computers are bound to it (meaning that regardless of which machine they access, the same user profile is being used). In that case, this will count as a single user, keeping the original license quantity unaffected.

What if licenses are exceeded on my ActivTrak account?

Our paid plans include a 14-day grace period to make adjustments and avoid penalties to the account. The grace period resets when the user count is less than or equal to the purchased license limit. The current user count/license limit can be found by clicking on your account avatar in the top right-hand corner of the ActivTrak app. The dropdown menu displays a ratio of users to available licenses. In the example below, the account has purchased 89 licenses but is currently tracking 340 users and has exceeded its limit.

Once the 14-day grace period begins, the account Admin(s) will receive an email notification. Within the 14-day grace period, an account Admin must:

1) Add more licenses to the account to include the additional users 

OR

2) Reclaim licenses by deleting, merging or adding users to the Do Not Track List.

If no action is taken by the end of the grace period, data will continue to be collected, but data access will be blocked for all users until the account is trued up.

Note: Free accounts are not granted a grace period and will lose access to data and reports as soon as their three (3) free licenses are exceeded. An account Admin will either need to remove users or upgrade to one of our paid plans to regain access. For more information about our paid plans and pricing, click here.

Frequently Asked Questions

Am I charged for going over my user limit?

Paid plans will not be charged for exceeding the account's user limit. However, the account will be placed in a 14-day grace period and must either reduce users or purchase additional licenses to close the account and avoid disruptions. During the grace period, users will retain access to data and reports.

The grace period resets when the user count is less than or equal to the license count. If the account isn't trued up within the 14-day grace period, app users will lose access to data and reports (though data will still be collected).

Am I charged for going over my storage limit?

Similarly to exceeding a user limit, there is no charge for exceeding the storage limit. However, all account data will be hidden until data is deleted, the account is upgraded, or purchases the data history add-on.

Can I decrease my user limit and price by using user aliases?

User aliases are used for readability purposes only. You cannot decrease your user limit by using an alias. The only way to reduce user licenses is by using an Active Directory, Azure, or similar environment to merge the same user on multiple machines.

I want to upgrade to a paid account but don't need all five licenses. Can I only pay for the ones I need?

While you do not have to use them all, we require a minimum of five licenses to purchase a paid plan.

Is there a self-service purchasing option?

Yes! We offer an in-app cart so you can easily upgrade your plan, purchase additional licenses or add the Screen Details add-on to your account. Learn more here.

Are discounts offered for nonprofits?

We offer discounts for nonprofits. To learn more, please contact our sales team at sales@activtrak.com.

Legacy Premium and Advanced Plans

Legacy Premium and Advanced Plans are no longer sold. The table below outlines legacy plan details.

Learn more

• Sign up for a trial
• ActivTrak's Pricing Page
• Get a Subscription plan quote
• Get a Support plan quote
• Three ways Support Packages can accelerate value from your SaaS Investment
• Speak with us about your support needs
• Download the Premier or Signature support data sheets
• How to Change, Cancel, Reactivate or Delete Your ActivTrak Account
• Contact Us