# Chapter 11 — Subscription & Support

## 11.1 Plan package (features and limits)

**Menu:** Platform Billing → **Plan Package**

View what your subscription includes:

| Information | Description |
|-------------|-------------|
| Plan name | Current package (e.g. "Growth", "Enterprise") |
| Features | Modules enabled (members, attendance, finance, etc.) |
| Limits | Max branches, members, users |
| Price | Monthly or yearly cost |

If a module is missing from your sidebar, check here first.

**Plan features:** The platform uses one feature list per plan. When a module (e.g. Live chat, Attendance, Gift Aid) is enabled on your plan, it applies to your church **and** its branches — you do not configure separate church vs branch copies of the same feature.

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## 11.2 Subscription status

**Menu:** Platform Billing → **Subscription**

Shows:

- Current plan and renewal date
- Payment status (active, trial, past due, cancelled)
- Billing history

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## 11.3 Upgrade plan (Stripe checkout)

### Step-by-step

1. Open **Subscription**.
2. Click **Upgrade** or **Change Plan**.
3. Select the new plan.
4. Review price and features.
5. Click **Proceed to Checkout**.
6. Enter payment details on the Stripe payment form.
7. On success, you are redirected back — plan updates immediately.

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## 11.4 Billing portal

Manage payment methods and invoices:

1. Open **Subscription**.
2. Click **Billing Portal** or **Manage Billing**.
3. Stripe portal opens — update card, view invoices, cancel if needed.

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## 11.5 Open a support ticket

**Menu:** Support → **Tickets**

![Support ticket form](../assets/screenshots/10-support-ticket.png)
*Figure 11.1 — New support ticket form*

### Step-by-step

1. Open **Support → Tickets**.
2. Click **New Ticket**.
3. Fill in:
   - **Subject** — short summary of the issue
   - **Priority** — Low, Medium, High, Urgent
   - **Description** — detailed explanation; include steps to reproduce
4. Optionally attach a screenshot or file.
5. Click **Submit**.

You receive confirmation and can track the ticket on the detail page.

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## 11.6 Track ticket replies

1. Open **Support → Tickets**.
2. Click the ticket subject.
3. Read platform team replies in the conversation thread.
4. Add a **comment** to reply or provide more information.

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## 11.7 Ticket reports

**Menu:** Support → **Ticket Reports**

View analytics:

| Metric | Shows |
|--------|-------|
| Open vs closed | Ticket status breakdown |
| By priority | Distribution of urgency |
| Response time | Average platform response |

Export ticket data if permitted.

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[← Chapter 10](10-applications.md) | [Next: Chapter 12 — Settings →](12-settings.md)
