Managing Your Subscription: Billing, Plans & Cancellation

Everything you need to know about Haystack Delivery's pricing, billing management, paid add-ons, and cancellation.

Free Trial

Haystack offers a 14-day free trial — no credit card required. Get started in minutes at https://auth.usehaystack.io/sign-up.

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Subscription Plans

Growth Plan — $20/member per month (annual commitment)

Best for teams under 100 engineers.

• Unlimited alerts and notifications

• 12 months of historical data

• Email & Slack support

• Dedicated Account Specialist

Enterprise Plan

For organizations with 100+ engineers.

Everything in Growth, plus: - On-premise and custom integrations - Dedicated Performance Specialist - Quarterly performance reports - Team training and onboarding sessions - Custom pricing

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Paid Add-Ons

Surveys

Recurring pulse surveys to measure team sentiment across topics like collaboration, tooling, and workload. Contact your Account Specialist to enable.

API Access

Public API endpoints for extracting metrics programmatically. Contact [email protected] to enable.

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How Billing Works

What you're billed for

Haystack bills based on the number of team members added across your Haystack teams. This is the count of unique members assigned to at least one team in your workspace.

Key clarification: Billing counts every member added to any team — not just "active" users who logged into the dashboard. If an engineer is on a Haystack team but never opens the app, they still count toward your seat total.

How to check your current seat count

Go to Members from the top-left menu to see all members and their team assignments. A member on multiple teams counts as one seat (deduplicated).

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Updating Your Billing Information

Who can do this: Admins only.

1. Navigate to Settings > Billing > Manage Payment

2. A Stripe billing portal will open (make sure pop-ups are enabled in your browser)

3. You can update: billing email, billing address, phone number, Tax ID

4. Save your changes in the Stripe portal

Note: The default billing contact is whoever originally signed up for Haystack, or the billing address provided if your company signed up through Sales.

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Understanding Your Invoice

Your invoice reflects:

• Number of team members across all Haystack teams during the billing period

• Plan tier (Growth or Enterprise)

• Add-ons (Surveys, API access) if applicable

For Enterprise contract details, contact your Haystack account specialist. For specific line item questions, reach out via the in-app chat, Slack Connect channels or email [email protected].

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Changing Your Plan

Upgrading to Enterprise

Contact your Account Specialist or email [email protected].

Downgrading from Enterprise to Growth

Contact your Account Specialist. Downgrades take effect at the end of your current billing period. Enterprise-only features (SSO, custom integrations, on-premise) will be removed.

Reducing your seat count

1. Go to Team Settings > Members for each team and remove departed engineers

2. Remove bot accounts that should not be tracked

3. Verify removed members no longer appear as active on the Members page

Seat count changes are reflected in your next billing cycle.

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Cancelling Your Subscription

To cancel your Haystack Delivery subscription:

Email [email protected] with:

1. Your company name

2. The admin email on your account

3. Your requested cancellation date (end of billing period, or immediate)

4. Our team will confirm cancellation and provide:

   1. Your final invoice date

   2. Data export options

   3. Confirmation once processed

What happens after cancellation:

1. Your team retains access until the end of the current billing period

2. Integrations (Jira, GitHub, Slack, etc.) are disconnected automatically

3. Surveys (if enabled) are deactivated immediately — active surveys will close

4. If you need a full data export before cancellation, let us know and we'll arrange it

Want to pause instead? Talk to us about reducing seats or pausing. Contact [email protected].

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Exporting Your Data

• Use Flexible Reports to export dashboards and reports as CSV or PNG

• Use the Retrospective page to export sprint data as CSV or PNG

• If API access is enabled, use the API for bulk data extraction

• For a full data export, contact [email protected]

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Data Deletion Requests

For GDPR or compliance-driven full data deletion:

1. Email [email protected] with subject: "Data Deletion Request — [Company Name]"

2. Include: company name, admin email, whether you need a deletion confirmation certificate

3. We will remove all data, disconnect integrations, and confirm within 5 business days

Note: Data deletion is irreversible. Export any data you need first.

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FAQ

Why does my invoice amount change month to month?

Seat count fluctuates as you add/remove team members. Each billing cycle reflects the current count.

I'm an admin — why can't I see the billing page?

Make sure pop-ups are enabled. The billing portal opens via Stripe in a new window.

How do I transfer admin ownership?

Contact [email protected] with the current and new admin emails.

Does Haystack offer annual billing?

Enterprise plans include annual billing. Contact [email protected].

I have both DORA and Delivery — do I get billed twice?

Contact your Account Specialist to understand your combined billing arrangement. Seat counts may be shared or separate depending on your contract.