Billing, Usage & Cost Tracking

Overview

This guide covers how Sulus's credit-based billing works, how to read the cost breakdown on an individual call, and the subscription-level settings that control access, retention, and your minutes-reset cycle. For a comparison of plan tiers themselves, see the separate Pricing Plans guide — this page covers billing mechanics and cost tracking, not plan tiers.

Credit-based billing gives you predictable spend and control over your account's capacity. Key benefits include:

• No throttling or usage limits — you don't need to worry about getting throttled or staying under a usage cap on conversations
• Predictable budgets — you know exactly how much you'll spend each month, and can top up at any time as your needs grow
• Selectable add-ons — choose options such as HIPAA compliance, dedicated support, and the maximum number of concurrent calls you expect

Every account includes a baseline number of concurrent call slots. When all slots are busy, new outbound dials or inbound connections wait until a slot becomes free.

You can increase your reserved concurrency directly from your billing settings without contacting support: open your account's billing settings, find the concurrency (call lines) setting, and increase the limit or purchase add-on concurrency lines. Changes apply immediately, so you can scale ahead of known traffic surges.

If you regularly exceed high monthly call volumes, ask about custom plans with higher baked-in concurrency, add-on bundles for extra call lines, or enterprise plans with unlimited concurrency and higher rate limits.

Every call's cost is broken down across three components, each with its own billing unit:

Transcriber cost scales with call duration, since audio is transcribed from both the caller and the assistant.

Voice cost increases when the assistant speaks more, since it's based on the number of characters spoken.

Model cost is the most variable component, since it depends on your system prompt length, tool definitions, and how much the conversation grows over the course of a call. Displayed costs are estimates for comparison, not exact quotes — large, well-cached prompts often cost less than estimated, while long calls often cost more, since the growing conversation history is re-sent with each request.

To reduce costs: shorten your system prompt and tool definitions, use models that support prompt caching, choose a lower-cost Model Preset when the use case allows, and keep calls focused and shorter.

A few settings apply at the subscription level, separate from individual assistant configuration:

• RBAC toggle — enables or disables Role-Based Access Control for your organization; see the Team Management & SSO guide for how roles themselves work
• Call retention days — sets how many days call data is retained
• Chat retention days — sets how many days chat data is retained
• Minutes-included reset frequency — sets how often your plan's included minutes reset

Your Organization ID is useful when contacting support for account-level billing questions. To find it, go to your account's organization settings page and copy the Organization ID shown there.

In summary, credit-based billing gives you predictable costs and reserved concurrency you can scale on demand, while the per-call cost breakdown lets you see exactly where your spend goes across transcription, model, and voice. Subscription settings round out the picture by controlling access, data retention, and your billing cycle.