Candu's pricing is linked to the number of Monthly Active Users (MAUs), as this directly impacts our cost basis and reflects the value you can derive from our platform.
What are Monthly Active Users (MAUs)?
Candu identifies MAUs as unique user profiles identified by Candu within a 30-day rolling period. This includes:
Users who visit any page where the Candu code snippet is installed.
Users identified to Candu via integrations (e.g., Segment), even if they don't directly interact with Candu content.
Key Points About MAU Calculation
No Interaction Required: Users don't need to interact with or even see Candu content to be counted as an MAU.
Unique Users: Each user is counted only once per month, regardless of how many times they interact with Candu content.
Rolling 30-Day Period: We use a rolling 30-day window, not calendar months, to calculate MAUs.
Integrations: Users sent to Candu via integrations (like Segment or Salesforce) count towards your MAU total, even if they don't visit your product.
Common Scenarios and Their Impact on MAUs
Multiple Visits: If a user visits pages with Candu installed multiple times within a month. They count as one user.
Content Interaction: Interacting with Candu content (like dismissing a hotspot) doesn't increase the MAU count if the user is already counted.
Cross-Month Activity: If a user is active in one month but not the next, they only count as an MAU for the month they were active.
Integration Data: Be cautious when sending all user data via integrations, as this can significantly impact your MAU count.
How to Monitor Your MAU Count
You can view your current MAU count from your Candu Dashboard under Settings > Billing. This helps you monitor and manage costs effectively.
Tips for Managing MAUs
Selective Installation: Only install Candu on domains or pages where you intend to show content.
Integrations: When using integrations like Segment, use filters to send only relevant user data to Candu.
Regular Monitoring: Check your MAU count regularly to avoid unexpected overages.
Plan Ahead: If you anticipate a significant increase in users (e.g., due to a marketing campaign), contact Candu support to discuss your options.
Fair Use Eventing Policy [External Events Only]
We strive to provide high-quality service while accommodating varying usage patterns across our diverse customer base. To ensure equitable usage, we've implemented a Fair Use Data Policy for External Events.
An external event is any event sent to Candu via our REST API or a third-party data integration. See getting data into Candu. This does not include internal Candu events generated from Candu content views or interactions.
This policy allows us to fairly accommodate customers with atypically high eventing volume while maintaining a straightforward pricing model.
Event Allocation and Billing
Under our Fair Use Data Policy:
Each user (MAU) is allotted up to 1,000 external events per month at no additional cost.
If your account's overall eventing volume exceeds this limit, you will incur extra charges. For every additional 1,000 events beyond the initial allotment, Candu will bill the equivalent of one additional MAU.
What Counts as an External Event?
In Candu, an external event is any event sent to Candu via our REST API or via an integration like Segment.com. This includes:
Track and identify calls sent to Candu’s webhook
Server-side calls sent to Candu via data integrations like Segment.com or Salesforce
It's important to note that Candu-generated events (e.g., when a user dismisses a Candu modal) does not count as an external event.
MAU and Eventing FAQs
Q: If a user doesn't appear in a given month, are they counted as an MAU?
A: No, users are only counted as MAUs in the months they are active (i.e., visit a Candu-installed page or are sent via integration).
Q: How does Candu's MAU calculation compare to other tools?
A: Candu's approach is similar to many other products, but it's important to note that we count users who we track (via page visits or integrations), not just those who interact with Candu content.
Q: How do anonymous users affect the MAU count?
A: If you install Candu on pages accessible to non-logged-in users (like your marketing site) or send anonymous user data via integrations, Candu will assign these users a unique identifier, and they will impact your MAU count.
Q: Can users be counted multiple times if they use different devices?
A: No. Users are not counted multiple times for using different devices. Candu identifies unique users by their User ID, not by their device or browser. This means a user could visit your application from different browsers, devices, or locations, but they would only be counted once as long as they're identified with the same User ID across these instances. This approach ensures accurate MAU counts regardless of how your users access your product.
Q: What happens if we exceed the MAU limit in our contract?
A: If you exceed your contracted MAU limit, Candu will continue to function normally for all your users, ensuring no disruption to your service. Our team will reach out to discuss your increased usage and explore options for upgrading your plan or adjusting your contract to better suit your needs. We typically review usage on a monthly basis and any overages would be reflected in your next billing cycle. It's always a good idea to monitor your MAU count regularly and proactively reach out to our team if you anticipate a significant increase in usage.
Remember, if you have any questions about your MAU calculation, need help optimizing your setup, or want to discuss your current usage and contract, don't hesitate to reach out to Candu support.