Seat-based pricing model

[Dogtag89]

Hi, 

Has anyone else experienced 30+% of their account users losing edit access and now being asked to pay 23% more for HubSpot for additional core seats as part of the seat-based pricing model migration? 

We are in the travel and tourism industry and have many seasonal workers (think tour guides or community leaders). Hubspot performed an edit trend analysis on existing accounts to determine how many core seats should be allocated, and we have been hit really badly by the recent change. 

Shouldn't existing accounts be grandfathered and given the number of core seats according to non-deactivated users at the time of migration? 

We are trying to work through this with the customer success team but are met with blanket policy replies and little understanding or empathy for our specific situation. 

[Beth1982]

We are faced with the same thing right now. It seems like this change should not go into effect until our current contract renews. Have you had any success toward a resolution?

[Dogtag89]

Hey @Beth1982 
Sorry to hear that you are faced with the same challenge. After quite some time and a lot of back and forth, we managed to come to an agreement and compromise with the customer success team. 
If you are a smaller company you won't have a dedicated rep and might want to write to customersuccessteam@hubspot.com 

Wishing you luck and hope your case is resolved asap too. 

[Lucila-Andimol · Accepted solution]

Hi @Dogtag89 

I understand the frustration and it's currently shared by a lot of customers

that this year were migrated into the new seats model implemented by HubSpot.

There is no exact rule that Hubspot is applying for migration only that I understand that HubSpot is doing its best from the bottom of its heart to help all customers transition smoothly even if it can't deliver for everyone. Starter account are migrating in a more automated way and PRO and Enterprise account are boing analyzed more with each customer.

I think that the big change here are core seats (or how I like to call them Marketing Seats) that are applied for everyone working on the CRM (but not specific of Sales or Services).

Sales and Service seats remain the same.

Sometimes companies have users that only access once in a while and those are meant to be View only seats (in the end is best if you don't have to pay for those)

I think that the main goal is to have active users working on the CRM (and paying only for those).

But again, I see a lot of big companies with big marketing teams being impacted by this at this time but trying to show them the value in the long term.

Let me know if we can help you or if you have any other question.

Happy to help

[Dogtag89]

Thank you for your comment. In the past, we've only had great and smooth interactions with the HubSpot team. I understand that this change is important and will make the business financially more successful. Hubspot has been good at adding and releasing new features and functionality without additional costs, so we understand the move. 

Given Hubspot's large customer base, executing such a big business model change must be extremely challenging. I would have just wished for a little more transparency in its communication with clients. Every email we received mentioned that nothing would change cost-wise and that no actions were required from us. So you can imagine the surprise when 30% of our users lost edit access post-migration. 

Resolving our case wasn't the easiest either and required a month. 

[Beth1982]

Thanks -- we do have a dedicated rep and it has been escalated.  It seems to us that if you purchase a one-year license for unlimited users, that can't be changed mid-contract.  And as you mentioned, the advance notice we received assured us that basically nothing was changing and no action needed. We've proposed a compromise which so far has not been accepted but it's only just been escalated.  Thanks for the reply!

[VidSimonB]

Hi Beth, Have you managed to get anything sorted. I am 8 weeks into trying to get a resolution and my customer success manager appears to not being able to get anywhere.  Overnight 50% of my users lost the ability to update records, which is extremly poor as the communications were woefully lacking.