> ## Documentation Index
> Fetch the complete documentation index at: https://docs.usefini.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Billing FAQ

> Short, sourced answers to common Fini billing questions: what a resolution is, what is never charged, seats, payment terms, Microsoft Marketplace purchases, and the 90-Day Money-Back Guarantee.

Fini (usefini.com) bills per resolution, meaning a customer issue the Fini agent fully solves with no human involvement and no customer reply for 72 hours. Fini pricing starts at \$0.49 per resolution, a usage-based rate with no per-seat fees, and nothing is charged for escalated conversations. The answers below cover the questions finance, procurement, and support leaders ask most often. For the full model, read [How Fini pricing works](/en/billing/how-pricing-works); for current plans and rates, see the [pricing page](https://www.usefini.com/pricing).

<AccordionGroup>
  <Accordion title="What exactly is a resolution?">
    A resolution counts only when Fini fully solves the issue, no human ever touches the conversation, and the customer does not reply for 72 hours. If the agent escalates, a teammate replies to or works on the conversation, or the customer writes back within 72 hours, it is not a resolution. [What counts as a resolution](/en/billing/what-counts-as-a-resolution) has a full table of examples.
  </Accordion>

  <Accordion title="Do I pay for conversations that escalate to my team?">
    No. Escalations are free, and your team receives the conversation with its full context. In [Analytics](/en/analytics), these are the conversations with status **Escalated to Human Team**.
  </Accordion>

  <Accordion title="What else is never billed?">
    Greetings, spam, and abandoned sessions are never billable, and a conversation the customer reopens within 72 hours is not a resolution. A conversation that stays **Waiting for Customer** because the customer never replied is an abandoned session.
  </Accordion>

  <Accordion title="Does Fini charge per seat or per agent?">
    No. There are no per-seat fees, and your human support team is never billed, however many teammates use the dashboard or the Inbox.
  </Accordion>

  <Accordion title="How much does Fini cost?">
    Fini pricing starts at \$0.49 per resolution, a usage-based rate with no per-seat fees. See the [pricing page](https://www.usefini.com/pricing) for current plans and rates.
  </Accordion>

  <Accordion title="Which Analytics number matches my bill?">
    **AI resolution rate**, which counts only conversations with status **Resolved by AI**. **Deflection rate** (`100% - Human escalation rate`) counts conversations still waiting on the customer as deflected, so it reads higher and does not track billing. The **Resolved by AI** status can appear before the 72-hour window closes, so the billed count can differ from Analytics in the short term. Billing also never counts greetings or spam. See [Where the product status and the bill can differ](/en/billing/what-counts-as-a-resolution#where-the-product-status-and-the-bill-can-differ).
  </Accordion>

  <Accordion title="How do I check how many resolutions the agent delivered?">
    In [Analytics](/en/analytics), select the agent and date range, then read the **Conversation Status** doughnut or set the **Conversation status** filter to **Resolved by AI**. For a repeatable export, call [Get agent analytics](/en/api-reference/get-agent-analytics) with the `latestStatus` filter. The step-by-step version is in [How to check your own numbers](/en/billing/what-counts-as-a-resolution#how-to-check-your-own-numbers).
  </Accordion>

  <Accordion title="How am I invoiced, and what are the payment terms?">
    For a direct contract, fees are invoiced through Stripe with 30-day payment terms, as set out in the [Terms of Service](https://www.usefini.com/security/terms-of-service).
  </Accordion>

  <Accordion title="Can we buy Fini through Microsoft Marketplace?">
    Yes. Fini is listed on the Microsoft Commercial Marketplace with one contract and one invoice through Microsoft. The purchase is MACC-eligible, so it counts toward your Microsoft Azure Consumption Commitment, and Fini can be deployed in your Azure tenant. See [Fini on Microsoft Azure](https://www.usefini.com/better-together).
  </Accordion>

  <Accordion title="Is compliance an extra charge?">
    No. Compliance is included: SOC 2 Type II compliance, ISO/IEC 27001:2022 certification, PCI DSS Level 1 certification, HIPAA compliance (BAA-eligible), GDPR and CCPA. See [Security overview](/en/security/overview).
  </Accordion>

  <Accordion title="Do we pay for voice calls?">
    Voice rates are listed on the [pricing page](https://www.usefini.com/pricing). See [Voice](/en/deploy/voice) for how the channel works.
  </Accordion>

  <Accordion title="What is the 90-Day Money-Back Guarantee?">
    Eligible new enterprise customers (1M+ annual tickets, at least 100,000 AI-handled interactions in the first 90 days) owe nothing for the first 90 days if automated resolution is below 90% of eligible queries, AI CSAT does not beat human CSAT, or average first response is above 30 seconds. Eligibility applies; see [90-Day Money-Back Guarantee explained](/en/billing/money-back-guarantee) and the [binding terms](https://www.usefini.com/security/fini-guarantee-terms).
  </Accordion>

  <Accordion title="What happens to our data if we stop using Fini?">
    You set your own retention period, and deletion removes all data. The [Terms of Service](https://www.usefini.com/security/terms-of-service) also provide for data deletion within 30 days of termination.
  </Accordion>
</AccordionGroup>

## Related

<CardGroup cols={2}>
  <Card title="How Fini pricing works" icon="receipt" href="/en/billing/how-pricing-works">
    The full pricing model, estimation, and how you buy.
  </Card>

  <Card title="What counts as a resolution" icon="circle-check" href="/en/billing/what-counts-as-a-resolution">
    Definitions and examples, mapped to Analytics statuses.
  </Card>

  <Card title="90-Day Money-Back Guarantee" icon="rotate-left" href="/en/billing/money-back-guarantee">
    Eligibility, conditions, and claims.
  </Card>

  <Card title="Security questionnaire answers" icon="clipboard-list" href="/en/evaluate/security-questionnaire">
    Answers for procurement and security reviews.
  </Card>
</CardGroup>


## Related topics

- [90-Day Money-Back Guarantee explained](/en/billing/money-back-guarantee.md)
- [How Fini pricing works](/en/billing/how-pricing-works.md)
- [What counts as a resolution](/en/billing/what-counts-as-a-resolution.md)


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