Legacy Plan Changes

Our team works hard to make sure that Help Scout gets better every day. Over time, that means new features, improvements, and sometimes even new products. As Help Scout evolves, our plans and pricing do as well. Our priority is to offer legacy customers a policy for plan changes that is fair and transparent, but we also have to be mindful of doing what's right for the business long-term.

Supporting legacy plans, aka "grandfathering", is not something we are able to do for the life of your account. We've made the mistake in the past of trying to support old plans, but eventually it slowed our development pace and wasn't equitable to new customers that join Help Scout. We did our first legacy plan migration in 2017, and since then have an established policy of what happens to old plans eventually.

When Help Scout stops offering a plan to new customers, it becomes a "Legacy" plan. On the Your Plan page, if you are on a Legacy plan, you'll see a note on top that looks something like this:

Our policy is to keep Legacy plans for two years from the date it becomes Legacy. In the screenshot above, the Standard plan in question became Legacy on September 11, 2018. 

As is required by our Terms of Service, you will receive a written 6-month notice before your Legacy plan is migrated to a current plan. The email you receive will outline the differences in the old plan and new plan, and offer up any other options that are available to you as part of the transition.

The goal is to be generous to long-term customers, but also to support the business and future evolution of our product offering. If you have any questions about this policy, you know where to find us. 😊

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