As of June 2024, Sprig is rolling out a new pricing & usage model based on individual Study Units (responses, clips and Heatmap captures) and Monthly Unique Users to better support a broader diversity of customers.

Overview

Sprig's Enterprise billing and usage model has two main components:

• A platform fee that incorporates monthly usage
  • as measured by Monthly Unique Users
• Product access & per product bundles

Product Usage

How is Survey, Replay, Heatmap, and Feedback Usage tracked?

• Replay Clips: The number of Replay clips captured in a calendar month. Clips can be captured as part of standalone Replay studies, or captured alongside Feedback and Survey responses, or Heatmap captures

• Heatmap Captures: Heatmap usage is tracked based on the number of visitor captures in a Heatmap report in a calendar month. A capture is a visitor that visited the page on which the study is configured and had their clicks or scrolls recorded in the study

• Feedback: The number of Feedback responses collected in a calendar month. A response is counted if a visitor answers at least one question of your Feedback study. Feedback responses are tracked separately from Survey responses

• Surveys: The number of Survey responses collected in a calendar month. A response is counted if a visitor answers at least one question of your survey

Your monthly usage allowance for each study type will be renewed at the start of each calendar month.

Monthly Unique Users (MUU) Usage

What is an MUU?

Monthly Unique Users (MUUs) are a measure of the number of unique Visitors within a month that have visited your web page or interacted with your application. It is important to note that an MUU is not necessarily a person that has seen a Survey or Feedback Study, or been captured as part of a Replay or Heatmap.

MUUs are an important factor in billing, as exceeding your monthly usage limit may result in being unable to launch additional studies or your active studies being unable to collect responses. Enterprise Plans offer a customizable number of MUUs, Starter Plans & Free plans currently subscribe to our Legacy MTU model.

To estimate how many MUUs you'll need for your Sprig plan, you can use your monthly active user (MAU) count from your product analytics tool as a starting point. If you would like to increase your MUU limits or upgrade your plan, please reach out to Sales

Note: Certain customers may be grandfathered into a MTU model

How is MUU usage tracked and how can I monitor usage?

MUU allocation is shared across all Products within a Team and across all Environments. To monitor your team's MUU usage throughout the month, head over to Settings > Usage in the Sprig app. Additionally, you will be proactively alerted at various usage milestones as you approach MUU limits.

Accurate tracking requires a common identity provided for each unique visitor.  Users tracked without a common ID, such as anonymous visitors to a website, may be counted multiple times for each session. See the Installation Guide for more information.

When do monthly MUU usage limits reset?

Your monthly usage allowance for studies will be renewed at the start of each calendar month.

How can I reduce my team's MUU usage?

If you're looking to avoid MUU overages, consider one or more of the following options:

1. Track User IDs: Manage user identity consistently to limit the number of “anonymous” users who may be counted multiple times during a month. This is especially important if you’re using Sprig SDK with other Integrations like Segment or Google Tag Manager. See installation guide for best practices.
2. Upgrade your plan and/or Increase MUU limits by talking with Sales
3. MUU Sampling: (Not recommended) Admins can request Sprig Customer Success to implement sampling to control the amount of traffic sent to Sprig from your App.

Overage Enforcement

Limits are enforced across the two primary billing dimensions:

• Study Units - Replay Clips, Heatmap Captures, Survey Responses, and Feedback Responses
• MUUs

Overage enforcement can behave differently, based on your plan type

Free & Starter Plans: Hard Limits

• Study Units: Studies of the particular type will stop collecting user data
• MUUs: All study types will stop collecting data

Enterprise Plans: Two-month grace period before Hard limits are invoked (see Hard Limit behavior above)

Your usage resets at the beginning of the calendar month after which any In Progress study will resume collecting data.

Other Usage FAQs

Can I allocate MUUs across products or environments?

MUUs are provisioned by product and admins are unable to selectively allocate MUUs across products. Please reach out to Support if you are interested in adding an additional Sprig Product to your Team.

Why is my MUU count different from that provided by other tools?

Each tool counts users under different conditions. Different ingestion methods and data processings will naturally generate different results. As a reminder, Sprig tracks MUUs that due to qualifying occurrences in app or are exposed to a link survey.

Is there a limit to the number of Events & Attributes I can collect about Users?

While you might be tempted to send any and all of your user Events & Attributes over to Sprig, there are some limitations that you'll want to keep in mind.

Sprig allows for a maximum average of 100 Events & Attributes per MUU on a monthly basis. If this limit is exceeded, a Sprig customer success person will reach out to discuss how you can reduce the number of Events & Attributes per MUU.