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Billing Troubleshooting

Use this page when billing actions or usage-limit behavior in 1stLine by Burava do not match what you expect.

Billing is controlled in Burava Platform. Use Billing to manage plans, event packs, and billing actions. 1stLine applies the limits and capabilities it receives from Platform.

For billing or retention help, contact support@burava.com.

I added more responders. Will that increase billing?

No. 1stLine does not bill by the number of responders.

Billing is based on accepted alert-event usage, retention, and plan capabilities. You can add the responders, Lines, Line Members, Schedules, Chains, and Routing Rules you need for your escalation process.

What counts as an accepted alert event?

An accepted alert event is counted when 1stLine accepts an alert event for processing.

Accepted firing alerts, accepted repeated occurrences, accepted resolved occurrences, and accepted internal alert-instance creation flows can count. Events that fail before acceptance, such as invalid Schema Token authentication or schema validation failure, do not count.

See Limits for the full explanation.

Why did my incident spike not immediately hard-cap ingestion?

Your paid plan may include surge protection or first overage grace.

1stLine bills by accepted alert-event volume, but incidents can create unusual bursts of alerts. Surge protection and first overage grace are paid-plan protections for that situation. They are meant to keep ingestion working during a real incident instead of making the incident harder because alert volume temporarily jumped.

See Limits and Limits.

Why did schema ingestion stop after reaching the limit?

This can happen when a hard cap becomes active.

A hard cap can become active when your organization reaches its accepted alert-event limit and there are no protections left to cover the overage:

  1. no remaining included accepted alert events
  2. no available event-pack credits
  3. no applicable surge protection
  4. no applicable first overage grace

When the hard cap is active, new schema ingestion can be disabled until the cap is cleared. To clear it, change plan, buy an event pack if your plan supports event packs, or wait for the next billing period when the plan and billing state allow it.

If you are in an active incident and need help, contact support@burava.com.

What happens to retention if I downgrade?

The shorter retention window becomes the active limit after the downgrade.

Alert history outside the new retention window is eligible to move out of live 1stLine views during retention processing. If you later upgrade, eligible archived alert history can be restored only while it is still available for restore.

If the history matters for an audit, compliance review, or customer report, contact support@burava.com before downgrading.

Open customer portal is disabled

Check both of these:

  1. you are an organization admin
  2. your organization has completed billing setup

If billing setup is not complete, Billing shows: Customer portal access becomes available after billing setup completes for this organization.

Buy 100k event pack is disabled

This usually means your current billing setup does not support event packs.

The Usage panel shows: Event packs are not available for the current billing setup.

Use Guide: Change Plan to move to a plan that includes event-pack support.

If you are near a limit during an incident and cannot buy an event pack, contact support@burava.com.

Choose Plan is not visible

Choose Plan is only shown when your organization does not currently have active access for that product.

If you already have active access, plan changes are done through Open customer portal.

I cannot run billing actions

Billing actions such as Choose Plan, Open customer portal, and Buy 100k event pack are restricted to organization admins.

If you are not an admin, you can still view billing status and limits.

Communication routine shows Plan disabled

When a routine depends on the system default communication integration but your plan does not include it, the routine can show Plan disabled.

To resolve this, either:

  1. use your own Communication Integration
  2. change to a plan that includes the default integration capability

See Communication Integrations and Limits.

AI Escalation is view-only

AI Escalation becomes view-only when the current organization plan does not include AI Escalation.

To resolve this, change to a plan that includes AI Escalation. See Escalate to AI for the workflow and Guide: Change Plan for plan changes.

Billing status is temporarily unavailable in 1stLine Home

Open Billing, then retry from the Home Billing card.

If the issue persists, contact support with:

  1. organization name
  2. approximate time when it happened
  3. the page where you saw the error

Send the details to support@burava.com.