Service limits
Every plan has a few limits that keep the service fast and safe for all customers. They are set well above normal use. For: Owners and Admins.
What “unlimited” means
Section titled “What “unlimited” means”On Team and above, requests and shares are unlimited: there is no monthly count. The limits below still apply.
The limits
Section titled “The limits”| Limit | Free | Team | MSP |
|---|---|---|---|
| Requests a month | 25 | Unlimited | Unlimited |
| Shares a month | 50 | Unlimited | Unlimited |
| Encrypted files held at once | 500 MB | 10 GB | 50 GB |
| API keys | — | 25 | 25 |
| Webhooks | — | 20 | 20 |
| API calls per organisation | — | 1,200 a minute | 1,200 a minute |
| SIEM streams for all events | — | 1 | 5 |
| SIEM streams per client (MSP mode) | — | — | 2 |
| Active clients (MSP mode) | — | — | 500 |
| Custom domains per client | — | 3 | 3 |
| Platform SMS a month | — | 100, + 15 per extra technician | 500, + 25 per extra technician |
| Audit exports | 10 an hour | 10 an hour | 10 an hour |
A dash means the feature isn’t on that plan. Each API key also has its own limit of 600 calls a minute.
- File storage counts the encrypted attachments on requests and shares that are still live. Files are deleted when a request or share finishes or expires, so space frees up on its own. The Billing page shows how much is in use. When it’s full, a technician sees a message when adding a file, and a subject sending a credential is asked to send it without the file.
- SMS sent by SafeHanded resets on the 1st of each month. Each extra technician you pay for adds texts (15 on Team, 25 on MSP), and removing one lowers the allowance straight away. The Billing page shows how many are left. SMS through your own Twilio account is never capped. See SMS setup.
- Email has no count limit.
- Clients counts active clients only: archiving one you no longer support frees a place, and restoring it takes one again. Importing companies from your PSA checks the whole batch first. If you support more than 500 organisations, contact us.
When you reach a count limit (API keys, webhooks, SIEM streams, domains, clients), remove or archive one you no longer use before adding another.
Changes to limits
Section titled “Changes to limits”Our Customer Terms (clause 6.9) promise that:
- we never remove a feature or reduce a limit on your paid plan during your subscription;
- if we reduce a limit on a paid plan, it reaches you only at a renewal at least 12 months after we tell your organisation’s owners, and you can cancel before then;
- anything that gives you more applies straight away.