HIPAA and PHI
Signed BAA, PHI enclave with dedicated keys, region-pinned AI processing, 15-minute logoff, six-year audit retention.
Pricing
Pay for what you store.
Pick a package with stored sessions, AI, Canvas, and Live Assist included. Go past a usage allowance and only the extras are metered at your plan's rate. No seats, and sessions that were never uploaded are never billed. Store everything or keep only sessions with issues.
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Free
The full Player and Signals on a small package.
$0
- 1,000 stored sessions / month included
- Then 4¢ per session, once you add a card
- 7-day replay retention
- Unlimited seats
- $5 in AI credits / month included
- AI pauses when credits run out
- No canvas recording
- No Live Assist
- 1 project
- Full DevTools Player
- Signals & clusters
- Heatmaps
- Slack alerts
Team
Replay, investigation, AI, and Canvas for a product with real traffic.
$199per month
- 10,000 stored sessions / month included
- Then 1.5¢ per session ($15 per 1,000)
- 30-day replay retention
- Unlimited seats
- $50 in AI credits / month included
- AI pauses at zero · add prepaid credit in the app
- 1,000 canvas minutes
- 1,000 Live Assist participant-min / month, then $0.06 / min
- 5 projects
- Full DevTools Player
- Signals & clusters
- Heatmaps
- Funnels & journeys
- Jira, GitHub, Datadog, Sentry…
- MCP server
- Automatic AI summaries
- Live Assist
Business
Most popularA bigger package, plus SSO, EU residency, and Live Assist.
$899per month
- 50,000 stored sessions / month included
- Then 1.2¢ per session ($12 per 1,000)
- 90-day replay retention
- Unlimited seats
- $240 in AI credits / month included
- AI pauses at zero · add prepaid credit in the app
- 10,000 canvas minutes
- 10,000 Live Assist participant-min / month, then $0.045 / min
- Unlimited projects
- Full DevTools Player
- Signals & clusters
- Heatmaps
- Funnels & journeys
- Jira, GitHub, Datadog, Sentry…
- MCP server
- Automatic AI summaries
- SSO (SAML/OIDC)
- EU data residency
- Audit log export
- Bring your own AI key
- Live Assist
Enterprise
The largest package, plus HIPAA, self-hosting, dedicated infrastructure, and a named CSM.
From $60Kper year, annual commit
- 250,000 stored sessions / month included
- Then 1.2¢ per session ($12 per 1,000)
- 400-day replay retention
- Unlimited seats
- $1,000 in AI credits / month included
- AI pauses at zero · add prepaid credit in the app
- 100,000 canvas minutes
- 50,000 Live Assist participant-min / month, then $0.03 / min
- Unlimited projects
- Everything in Business
- HIPAA BAA & PHI enclave
- SCIM provisioning
- BYOK encryption keys
- Dedicated analytics cluster
- Private connectivity
- Self-hosted license
Annual prepay saves 15% on Team and Business. Prices in USD. You pay only for sessions Backstory stores: keep every session or keep only sessions with issues. Buffered sessions that are discarded and idle monitor-mode segments are free. Included AI stops at zero; optional prepaid credit is charged before AI continues.
Calculator
Estimate your bill.
Uses the same meter definitions as billing. Move the sliders; the cheapest plan that fits is highlighted.
Estimated monthly cost by plan. The cheapest plan that fits is highlighted.
Meters
Four meters, defined precisely.
| Meter | Definition |
|---|---|
| Stored session | A stored 4-hour segment of a visit that contains activity, and the unit pay-as-you-go is charged in. Sessions buffered but never uploaded are not counted. Idle monitor-mode segments are free. Never more than 6 per visit per day. |
| AI credit | One dollar of Backstory AI balance. Every plan includes a monthly allowance. Platform AI pauses when the included and prepaid balances reach zero; prepaid reloads are charged before work resumes. BYOK calls use no Backstory credits. |
| Canvas minute | Any minute of a stored session in which canvas frames or commands were stored. Command-mode canvases (charts, signatures) count at 25%. |
| Live Assist minute | One participant connected to a Live Assist room for one minute, with or without voice. |
Enterprise and self-hosted
For regulated industries and large volumes.
Dedicated infrastructure
Dedicated analytics cluster, private connectivity, BYOK and HYOK encryption keys, EU or US residency with no cross-region replication.
Self-hosted
Run the same Helm chart in your cluster with your data stores. Annual license on the same meters, with a 20% premium over SaaS Enterprise because infrastructure is not pooled.
FAQ
Questions people ask before they buy.
What counts as a stored session?
A 4-hour segment of a visit that contains activity and was uploaded. With conditional recording, healthy sessions are held in the browser for 30 seconds and discarded unless a trigger fires or baseline sampling selects them. Those are never billed.
Is AI included?
Yes. Every plan includes an AI credit allowance, and paid plans include automatic summaries, Ask Why, and deep investigation. When the allowance and any prepaid balance reach zero, platform-funded AI pauses. Add $25, $50, or $100 securely in the app before it continues, or use your own provider on Business and Enterprise.
How is Live Assist billed?
Paid plans include a monthly package of participant-minutes: 1,000 on Team, 10,000 on Business, and 50,000 on Enterprise. A 30-minute session with one agent and one end user consumes 60 participant-minutes. Extra usage is billed at the plan rate.
Can I bring my own AI key?
Yes, on Business and Enterprise. Add a key from any major provider and AI runs at your provider's price without using Backstory credits.
What happens when I go past my package?
You get alerts at 80% and 100%. On paid plans recording continues and extra stored sessions bill at your plan's per-session rate. You can instead set a cap that switches recording to issues-only, so errors, rage clicks, and custom triggers are still captured. AI is different: it stops when included and prepaid credits reach zero, so it cannot create an unfunded bill.
Is the overage per session or per 1,000?
Per session. The rate is quoted per 1,000 because that is the number plans are compared on, but the meter counts single sessions and the invoice charges for exactly the ones you stored: 1.5¢ each on Team, 1.2¢ on Business, 1.2¢ on Enterprise.
Do you charge per seat?
No. Seats limit adoption. Support agents, PMs, and engineers should all be able to open a replay. Enterprise SSO and SCIM are plan features, not per-user fees.
Is HIPAA available on Team or Business?
HIPAA requires the PHI enclave and a signed BAA, which have real fixed cost per tenant, so it is an Enterprise feature. Strict masking, consent, erasure, and audit are available on every plan.
How does self-hosted licensing work?
Self-hosted Enterprise uses the same meters. Usage is reported by the chart's metering job or a signed monthly report for air-gapped sites and billed against the annual commit. AI runs on your own provider keys by default.
Is there an annual discount?
Annual prepay saves 15% on Team and Business. Enterprise is priced as an annual commit with quarterly true-up.