Seats
You are billed per user with the agent active during the period. Pausing a user (holiday, offboarding) stops new data; whether it releases the seat that period depends on your plan — check with support.
Changing plan
Business ↔ Enterprise, adding AI agents, or changing support tier is done through your account contact. Enterprise terms (SLA, residency, retention) are set in the contract.
Cancellation
Export what you need first (CSV / PDF / API). After cancellation, data is retained for the contractual window and then deleted.