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8x8 SMS and MMS Usage-Based Billing Transition

Updated: 10/10/2024

Overview

To align with the evolving messaging landscape and provide you with the best value, we’ve updated our SMS/MMS messaging rates.

Applies To

  • 8x8 Work (UC)
  • SMS/MMS
  • Billing

Questions and Answers

What does this mean?

Starting November 1, 2024, new account-level allowances for SMS/MMS usage-based billing will be applied to all 8x8 customers when their account is renewed. Usage in excess of these allowances will incur usage charges.

Why is this happening?

To align with the evolving messaging landscape, given the changes enforced by mobile carriers and associated rise in costs, and to provide you with the best service and value, we have instituted a usage-based SMS/MMS model for customers in the US and Canada. 
This model offers an account-level outbound SMS and MMS allowance for our UCaaS customers based on the number of applicable 8x8 licenses. Outbound usage over the allowance will incur additional charges.
Please note:
  • Unlike the current trend in the UCaaS space, 8x8 is not charging for inbound traffic, and it isn’t accounted for against this allowance as we understand customers have no control over incoming messages. The allowance and overage only apply to outbound traffic.
  • An account-level pool (versus a fixed user-level count) also offers customers more flexibility in situations where some users are likely to send more messages than others, based on their work requirements. 
Additionally, we’ve been working to expand our SMS/MMS offerings and are pleased to offer Proactive Outreach, a one-to-many messaging solution for all business use cases enabling a proactive approach to customer service. Our UCaaS customers with mass or bulk messaging needs might find Proactive Outreach better suited for their communications needs. You can read more about Proactive Outreach here. 

How does this impact me?

Customer account billing will be automatically adjusted beginning with their next renewal cycle, on or after November 1, 2024.
When SMS/MMS messaging is included and available in your geographic region, you will receive a monthly SMS and MMS allowance pool equal to the number of applicable licenses times 50, reflecting a total allowance of 50 outbound messages per license. Allowances will generally cover the majority of usages for the average customer.
You can find a complete list of applicable licenses, here.
If you’re currently using SMS/MMS in 8x8 Work apps, or plan to take advantage of 8x8’s SMS/MMS capabilities moving forward, refer to the resources linked below for more detailed information about current SMS/MMS rates and allowances.

Does this mean that my 8x8 bill will increase on November 1, 2024?

Actual billing adjustments for UC-based SMS/MMS messaging will not be implemented on your account until the date of your next renewal on or after November 1, 2024.
November 1, 2024 is simply a starting date on which 8x8 will begin changing its messaging-related billing for those customers who are due for renewal.

What will my billing statement look like?

Your monthly SMS/MMS Usage Summary will appear near the end of your billing statement:
Note that your messages may be billed differently, depending on the length and/or complexity of each message (e.g., emojis, special characters or letters).
Inbound and outbound SMS/MMS message rates are as follows:
Detailed SMS/MMS usage statistics are available in CSV format by clicking Download SMS/MMS Usage(CSV):
The Service Summary (CSV) file download on your billing statement will also include a column for your SMS/MMS Charges, separate from other usage overages (e.g., international usage, call recordings, etc.).
Important Notes:
  • Unused messages do not roll over month-to-month.
  • SMS and MMS messaging must utilize HTTPS protocol, and all use must comply with any rules and restrictions imposed, directly or indirectly, by carriers, including campaign registration (where applicable).
  • Unregistered SMS/MMS traffic is not supported.

How do I access and calculate my current UC SMS/MMS usage?

As of October 10, 2024, all customers can access their current SMS/MMS usage data in the Billing Portal at any time, even if their service has not yet been converted to usage-based billing.
To access your SMS/MMS usage data:
  1. First log in to the 8x8 Support Portal and click on the Application Panel's My 8x8 tile.
  1. In the Support Portal, click on the Billing tile.
  1. In Billing Statements, click on the three dots in the Action column of the billing statement you wish to review, and click View invoice/billing statement.
  1. Click Download SMS/MMS Usage (CSV) at the top or bottom of your billing statement to initiate the download of the CSV file.
  1. Save the CSV file and open it in a spreadsheet application such as Microsoft Excel or Google Sheets.
  2. Your SMS/MMS usage is billed by message segments, so the data you need is in the Message Segment Count column.
  3. Calculate a SUM of all rows below the header in this column. This is your current SMS/MMS usage.
Comparing Messaging Usage vs Allowance
To determine how your current usage compared with your monthly SMS/MMS messaging allowance, multiply the total number of applicable 8x8 licenses on your service by 50.
Example: 20 applicable licenses (such as X2 and higher) x 50 = a messaging segment count allowance of 1000.
  • If your calculated Message Segment Count is less than or equal to your total messaging allowance, you will not yet have incurred any overage charges.
  • If your calculated Message Segment Count is more than your total messaging allowance, overage charges apply to the message segment count in excess of your messaging allowance.

Which 8x8 licenses does this apply to?

All 8x8 UC licenses that include SMS/MMS capabilities are affected. You can find a complete list of these licenses, here.

Does this apply to only US and Canadian customers?

Yes, this applies to US and CA accounts, and to users provisioned in the US and Canada by customers located in other geographic areas/countries.
For example, allowance and overage rates will apply to a UK customer whose users are provisioned in the US or Canada.

Does 8x8 charge for inbound messages?

There is no charge for inbound SMS/MMS messages to your assigned users.

How is this different from the SMS 10DLC campaign registration fees?

Although SMS-related, these different charges are separate from each other:
  • Registering to use SMS/MMS: SMS 10DLC campaign registration and associated fees is an industry-wide initial setup requirement for business SMS/MMS use. This is an effect of U.S. wireless carriers imposing changes to combat spam and improve the delivery of legitimate text messages.
     
  • Using SMS/MMS: The SMS billing changes referred to in this article reflect the actual usage of SMS/MMS.

Are there other SMS-related products offered by 8x8?

As part of our efforts to expand our SMS/MMS offerings, we've introduced Proactive Outreach, which helps transition customer service's reactive nature to one-to-many messaging solutions for all business use cases. To learn more about Proactive Outreach, review the product information page.

What if I need to send messages in bulk?

The 8x8 UCaaS service is not intended for mass/bulk messaging. Instead, 8x8 offers other solutions such as Proactive Outreach aimed at solving business needs for one-to-many messagings. For more information, please read about Proactive Outreach here.