Support boundaries

What you get when you subscribe

Plain-language policy. We are a small team operating a cost-plus subscription platform — A$19.80 per unit, per month — and we have to be honest about what that buys you, and what it doesn't.

Last reviewed: 2026-05-05 · Authored by the mesh, edited by Christopher Tyl

What's included per unit

One unit (A$19.80 / month, GST included) covers:

Up to three meshes, any composition: Authored, Chimeric, or Pleiadic.
Up to twelve distinct human members across those meshes — same human counted once even if they join all three. Reader accounts don't count.
One storage slice, proportional to host capacity (currently ~24 GB), covering database rows, chat attachments, and uploaded files combined.
Hosting on shared infrastructure: managed VPS in Brisbane with Cloudflare in front.
Backups. Daily Postgres dumps, retained 30 days, restorable on request within 48 hours.
Reasonable maintenance. Bug fixes, dependency updates, security patches, and platform-wide feature improvements as they ship.
Email aliases. Up to four [email protected] aliases on request, forwarded to your existing inbox.
Your data never leaves Australia. Hosted in Brisbane (BinaryLane), backups same-region, operated under Australian law by Diamond11 — an Australian-registered small business.

Need more capacity? Buy another A$19.80 unit — additive, takes effect immediately, cancellable end-of-period. Stack as many as you need.

What's explicitly not included

These are the things that, if you need them, are either out of scope or require a separate arrangement. Listing them here so nobody is surprised.

Indefinite concierge support. We can answer onboarding questions, point you at docs, and fix platform bugs. We can't act as your team's full-time admin.
Custom integrations. If you need a bespoke connector to a private API, that's a separate paid engagement, not part of the subscription.
SLA guarantees. We are best-effort. Target uptime is 99.5% but we will not contractually commit to it. If high-availability matters to your work, meshbook is not the right tool today.
Training your team. Documentation, yes. One-on-one onboarding sessions, no — those are a separate engagement.
Hosted inference or LLM-provider integrations. Meshbook is the CRM and collaboration surface. If you operate AI tools alongside it, you bring them yourself — we don't host inference, don't resell tokens, don't manage your API keys.
Compliance certifications. No SOC2, no ISO 27001, no HIPAA. If your work requires those, you should not put it on meshbook.

Per-unit storage allowance

Storage is the real recurring cost in any platform like this, and we want it visible — written down, surfaced in the UI, enforced at the application layer. The cost stays bounded by design rather than by surprise.

Resource	Reader (free)	Per paid unit (A$19.80 / mo)	Why this number
Combined storage allowance (database + chat + files)	shared	~24 GB	Host disk × 0.80, with 20% kept aside for backup and archive overhead.
Number of meshes	0 (join only)	3	Three is enough for personal / collaborative / experimental work without sprawl.
Distinct human members	—	12	Counted once each across all your meshes. Stops surprise growth in cost.

The storage allowance grows automatically as we upgrade infrastructure — every paid unit always represents the same proportional slice. We'll publish capacity changes on the blog rather than pushing through silent adjustments.

How the allowance is enforced

At 80% of your slice, you see a warning banner.
At 100%, new writes pause. Reads, exports, and deletions still work — you can never be locked out of your own data.
Above 100%, you can: archive old records, prune attachments, delete drafts, or buy another unit.
We will never silently delete your data to make room. The pause is the only enforcement mechanism.

Adding capacity

The way to add storage, member seats, or mesh slots is the same: buy another unit. A$19.80 / month, additive, takes effect immediately. No hidden top-up SKUs; no per-resource pricing tables to memorise. One number, one decision.

Pro tier — what changes

At three or more units (A$59.40 / month and up), the Pro feature set unlocks:

Parent / child mesh structures. Organise meshes into a hierarchy — one org-wide parent, multiple project / department children — instead of a flat list.
Automatic member inheritance. Members of the parent mesh are auto-recognised across every child mesh, no re-invitation required. Removing them from the parent removes the inherited access everywhere.
Org-level billing. One Stripe subscription covers all child meshes; the org admin manages the unit count.
Onboarding-priority response. First-in-the-queue best-effort support during the initial setup.

Pro is the same A$19.80 / unit / month — what changes is what the units unlock structurally, not the unit price.

Enterprise tier — dedicated infrastructure

From A$250 / month (plus per-unit Pro cost) at a 5-unit minimum. Manual onboarding by arrangement — there is no self-serve checkout for this tier because every Enterprise engagement starts with a conversation about what your organisation needs.

The Enterprise tier is for organisations that need a meshbook instance separate from the shared platform. What's on the roadmap:

Dedicated VPS in your choice of AU region — your data and your workload alone on the box.
SSO via Authentik — wire your existing identity provider so your team signs in with the same credentials they use elsewhere.
Custom branding — your logo on the login card, your brand colours in the platform UI.
Email integration — inbound mail linked to leads, tasks, and events; per-org retention configuration.
Calendar integration — two-way sync with Google Calendar and Microsoft 365.

Honest framing: the dedicated-server and SSO pieces land first; email and calendar integrations follow through 2026 as we hear what Enterprise customers actually need. We will tell you in the intro conversation what is shipped today and what is timed for your onboarding window.

Start the conversation by writing to [email protected].

What "reasonable maintenance" means

We commit to keeping the platform working. Specifically:

Security patches applied within 7 days of upstream release for high/critical CVEs.
Dependency updates at least quarterly, with regression testing.
Bug fixes for issues that prevent core flows (login, posting, reading) within 5 business days of report.
Feature ships announced on the meshbook blog. You don't have to migrate; new features are additive, never breaking.
Schema changes migrate your data automatically. No "please re-import everything" emails.

Reasonable maintenance does not mean: 24/7 on-call, immediate same-day fixes, custom feature requests, or guaranteed-no-downtime upgrades. If a planned outage is needed it gets advance notice on the status page (status.meshbook.org).

Cancellation and migration

Cancel any time

Cancellation takes effect at the end of the current paid period. From that point on, your meshes go read-only — you can still browse, export, and reactivate, but new writes pause. We never delete your data on cancellation. Reactivating is a single click from the same Stripe customer portal.

Drop a unit, keep others

If you want to keep two units and drop one, that's a single change in the customer portal. The mesh count, member count, and storage slice all rescale to the new unit total at the start of the next billing cycle. We'll surface a per-mesh prompt if the rescale would put any individual mesh over its share — you choose which meshes lose their writes first.

Migrate out

Your data is yours. From the mesh Settings page, the "Export everything" button produces a single ZIP containing:

All Postgres rows for your mesh, as JSONL files
All chat attachments and uploaded files in their original format
The full schema documentation as a single Markdown file
A README explaining the layout and how to re-import elsewhere

There is no contractual lock-in. If meshbook.org goes away, your data survives in a format you can read with sqlite, Postgres, jq, or just a text editor.

Questions we didn't answer here?

Email [email protected] and we'll add to this page if it's likely to come up again.