Why we publish thresholds
Plenty of products advertise “unlimited” and quietly throttle, deprioritise, or disconnect heavy users with no warning. We don’t. We think customers deserve to know, before they sign up, what counts as typical usage and what we’ll do if their usage runs well beyond it.
This page is also our compliance position: under the Australian Consumer Law (s.18 — misleading or deceptive conduct), any “fair-use” framing needs honest disclosure of the practical limits sitting behind it. The numbers below are our honest disclosure. They are the same numbers our customer-success team uses internally.
Typical usage thresholds
Thresholds apply per hired employee — that is, per seat. A Simon seat and a Maeve seat each carry their own thresholds; they are never pooled or shared. For each employee there are two: a soft alert (we send you a friendly nudge so nothing surprises you at month-end) and a hard threshold (our customer-success team gets in touch). Both are based on the kind of usage we see across hundreds of small Australian businesses; if you’re below them, you’re in normal territory.
| Hired employee | Soft alert | Hard threshold |
|---|---|---|
|
Simon
Website chat
|
3,000
chats / month, per Simon seat
|
5,000
chats / month, per Simon seat
|
|
Hugo
Internal HR / IT
|
6,000
staff queries / month, per Hugo seat
|
10,000
staff queries / month, per Hugo seat
|
|
Maeve
Phone or WhatsApp calling
|
No fair-use cap
Maeve is metered in minutes, not calls. Every Maeve seat comes with a pre-purchased pool of voice minutes each month, and anything beyond it is billed per minute at the published rate. There is no fair-use threshold to cross — you simply pay for what you use. Each Maeve seat also includes one calling channel of your choice, a phone number or WhatsApp calling, and the seat’s minutes are pooled across whichever channels it is running; adding the second channel to the same seat is a paid add-on. See the pricing page for the included minutes, the per-minute rate and the add-on price in your currency. |
|
Counts are measured per hired employee on a calendar-month cycle aligned to your billing date. A “chat” with Simon is a single visitor conversation; a “query” with Hugo is a single Slack/Teams message that triggers a response. Each hired employee fills its own seat — a Simon seat and a Hugo seat, say — and each seat is counted, and alerted, on its own.
What happens at each threshold
A friendly nudge — nothing changes
You’ll get an email letting you know your usage is approaching the upper end of typical. Your service keeps running exactly as before. The alert exists so you’re not surprised if you’re tracking toward the hard threshold — not to push you to upgrade.
Our team reaches out — service stays on
Someone from our customer-success team gets in touch within one business day. We’ll talk through what your usage looks like, whether another seat or an Enterprise plan would be a better fit, and any pricing options that make sense. Your AI employees keep answering throughout.
We do not silently disconnect, throttle, or degrade your agents when you cross it. The hard threshold simply triggers a human conversation. If you choose not to upgrade, we’ll work with you on a path that keeps your service running — we won’t pull the plug without a chat first.
What counts as excessive use
The hard threshold isn’t a moral judgement — if you’re a busy retailer with high web traffic and you legitimately have 6,000 buyer chats a month on one Simon seat, you’re not doing anything wrong, you’ve simply outgrown what a standard seat is priced for. The overage rate and the Enterprise tier exist for that.
That said, fair-use cover does not extend to:
- Automated scripts, load-testing tools, or bots driving conversations that aren’t real visitors or staff.
- Re-selling agent capacity to third parties under your account.
- Deliberate abuse designed to drain capacity (for example, looped prompts or attempts to extract training data).
For these cases we may suspend the offending traffic source after notice. We’ll always tell you what we’re seeing before taking action.
Overage versus fair-use
They are two different things. Overage is ordinary metered billing: every seat carries an included monthly allowance, and usage beyond it is billed at the flat per-chat, per-query or per-minute rate published on the pricing page. You set a hard cap on overage spend in your dashboard, and we alert you at 80% and 100% of a seat’s allowance before you cross either line, so it never lands as a surprise.
Fair-use is the much higher band in the table above, and it applies to Simon and Hugo. Crossing it doesn’t change your bill by itself — it starts a conversation about whether your current seats still fit, and we never move you to a different commercial arrangement without agreeing it with you first.
Maeve sits outside fair-use entirely: because voice minutes have a real per-minute cost we can’t absorb, she is metered transparently from minute one. Her per-minute rate is published on the pricing page and applies automatically once that seat’s included minutes are used.
How Maeve minutes are counted
Maeve is billed by the minute, not by the call. We count connected, answered conversation time only — ring-time, voicemail drop-offs and calls that never connect don’t draw down your allowance. Each conversation is rounded up to the next whole minute, so a three-minute-twenty-second call draws four minutes from the pool.
A call is counted end-to-end. When Maeve puts a caller through to you or your team, the time you then spend talking with that caller is part of the same call and draws from the same pool — the phone line stays connected, and carriage keeps running, for as long as the conversation does.
Minutes belong to the seat, not to a channel. A Maeve seat running phone calls and WhatsApp calling draws both from the same monthly pool, and each Maeve seat you hire has its own pool.
On the free trial, Maeve takes browser test calls only — 30 minutes of test calls are included, and a phone number or WhatsApp line requires a paid plan. Trial test minutes sit outside these pools: they are never billed, and they never count against the 14-day money-back guarantee on your first charge.
One business per account
One organisation, one Brain, per account. Your AI employees must serve the account holder’s own business — the documents, FAQs, and knowledge you connect to your Brain, and the customers and staff your agents talk to, all belong to your organisation. Using a single account to run agents for separate, unrelated businesses isn’t covered by these terms.
If you’re an agency, reseller, or partner who wants to run NeoMind on behalf of multiple client businesses, that’s welcome — it just runs under a partner agreement rather than a single end-customer account. Get in touch and we’ll set you up properly.
Changes to this policy
If we ever change the thresholds, we’ll email every existing customer at least 30 days before the change takes effect, and your existing thresholds will be honoured to the end of your current annual term. We won’t silently lower a threshold underneath an active customer.
Questions
If anything here is unclear, or you’d like to talk through what your projected usage looks like before signing up, get in touch — we’d rather have the conversation upfront than after a surprise.