How minutes work

What counts as a simulated-call minute, the three yearly licences with their prices and extra-minute rates, the setup fee, the 12-month term and the five free test minutes.

Simulated calls are sold as minutes on a yearly licence sized by how many staff you test. Each simulated phone call adds its length to your total for the term. The licence panel shows the total to one decimal place.

Buying a licence and adding minutes is done by order form and email, not in the console. See Buying and renewing.

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The three licences

Licence	Staff	Minutes a year	Price a year	Extra minutes
Small organisation	up to 50 staff	200	£1,500	£2,500 per 500 minutes (£5 a minute)
Mid-size organisation	50 to 250 staff	1,000	£7,500	£2,500 per 1,000 minutes (£2.50 a minute)
Large organisation	250 staff or more	2,500	£15,000	£1,250 per 1,000 minutes (£1.25 a minute)

Item	Value
Setup and training	£2,500, one-off, with every new licence
Term	12 months from the start of the licence
Taxes	Prices exclude VAT and GST
Custom licence	Available by agreement, with its own minutes and rate

Extra minutes are added to your licence at your tier’s rate. When you go past your included minutes, the panel shows how far over you are and what it costs.

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Before a licence is set up

A new workspace has a test allowance: Test allowance: 5 minutes. No licence yet. That is enough for one short call. After that, launches are refused until your licence is set up. See When you run out.

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Where to see your minutes

The licence panel is in two places: the Red Team tab under Licence and minutes, and the Account page under Usage and licences. See Usage and licences.

Band	What it shows
Simulated-call minutes this term	Minutes used out of minutes included, a bar, N minutes left, and N days left in term. The bar turns amber at 80% and red at 100%. Past the limit it reads over by N minutes with the cost.
Your licence	One line such as “Small organisation (up to 50 staff) licence, 200 minutes a year, £1,500 a year, extra minutes £5 each.” With two buttons, Top up minutes and Change licence, which open a booking page with us.
Licences	The three licences as cards, with Your licence on the one you hold, and the setup fee under them.

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How to add minutes or change licence

1. Click Top up minutes or Change licence to book a call, or email [e-mail].
2. Tell us how many minutes, or which licence, you want.
3. We send an order form. Once it is signed and paid, we set the minutes on your licence.
4. The panel shows the new figure.

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Problems

The panel says Could not load your red-team minutes

Click Try again. If it keeps failing, sign out and in again, then write to [e-mail].

The minutes used do not match my count of calls

Minutes are the length of every simulated call in the term, including retries and calls that were answered and ended quickly. The call list on each campaign page shows each call’s duration.

My licence does not match one of the three cards

The panel says Your licence is a custom arrangement; the minutes and rate above are yours. The figures in the first two bands are the ones that apply to you.