To ensure a consistently fast and reliable experience for all our high-volume users around the globe, we maintain a Fair Usage Policy (FUP). This policy is in place to prevent platform abuse and ensure that system performance remains stable for our entire customer community.
This article explains how the Fair Use Policy works, which features are affected, and what happens if your usage goes beyond the policy.
ℹ️ The Fair Use Policy (FUP) affects less than 1% of users and is not intended to impact normal business operations. The information in this article is for reference only. For the official policy details, please refer to our Fair Use Policy (FUP)
What is Fair Use Policy?
Fair Use Policy sets reasonable usage limits for certain features to maintain system stability. While most customers will not be affected, FUP ensures that SleekFlow can manage resources fairly when usage patterns exceed normal business needs.
Why Fair Use Policy matters
Some SleekFlow features, such as AI agent usage or automation rules, are offered as unlimited on higher-tier plans, usage though is still protected by a Fair Use Policy (FUP) to prevent:
- System abuse: e.g., automated loops or synthetic load that artificially drives requests.
- Performance degradation: ensuring one company’s usage does not negatively impact others.
- Unintended misuse: like repetitive pings or abnormal spikes that fall outside normal business operations.
Features covered by Fair Use Policy
The Fair Use Policy applies to certain features on paid plans, particularly those where usage may vary significantly across different businesses. These include:
- AI agent credits: Responses generated by AI agents in conversations, workflows, and knowledge base updates
- AI Co-pilot credits: AI-powered assistance such as AI Writing assistant, AI Smart Reply, and AI Smart Summary performed within the workspace
- Number of contacts: The number of contacts you can actively store and manage under your current plan.
ℹ️ The exact thresholds may vary depending on your subscription plan and the features you’re actively using.
What happens if you exceed the limits?
When your usage goes beyond the fair use threshold, you may notice:
- Temporary suspension of the feature: For example, AI agents may stop responding or flows may stop enrolling new contacts.
- Notifications and warnings: You’ll see in-app banners, pop-ups, or emails alerting you when you have exceeded limits, please contact us for support.
ℹ️ Please note that incoming customer messages and existing records will not be deleted and human agents can continue handling conversations manually.
What to do if you exceed the limit?
If your workspace exceeds the Fair Use Policy limits, there are a couple of ways to restore full access.
- Review and optimize your workflows: Simplify automation flows, reduce repetitive API calls, and check for any loops or triggers that may cause abnormal system load.
- Contact the SleekFlow team: If you believe your usage is still within normal business operations, you can contact the SleekFlow team for a review. Our team will assess your situation and help you find the most suitable solution.
How to stay within the policy
- Regularly monitor your usage under the Usage tab in your workspace.
- Review flow setups and triggers to prevent excessive automation or redundant executions
- Remove unnecessary triggers, simplify automation, or reduce repetitive API calls