Rate limiting only occurs when a tenant exceeds the monthly credit allocation included in their purchased plan. If you stay within your credit limit, you will never experience rate limiting. This system ensures fair usage across the platform while protecting system stability. When a tenant uses more credits than their plan allows, certain high-cost features are temporarily restricted until either the monthly billing cycle resets or the tenant upgrades their plan.
What Is Rate Limiting?
Rate limiting is a mechanism we use to manage how much our platform is used over a given period. It helps ensure that everyone can access the service fairly and that the system remains stable, even during peak usage times. When you or your customers use more credits than your plan allows, your access may be temporarily restricted—this is called being rate limited.
What Happens When A Tenant Is Rate Limited?
Users will experience reduced access to premium models, API requests, Workflows, File Upload, and other advanced features. The more you exceed your credit allocation, the more restrictive the limitations become.
How Is Rate Limiting Enforced?
Rate limits are applied per tenant (meaning per account, not individual users or entire MSPs). Each tenant has a monthly credit quota based on their purchased package and additional credit packs. We monitor how many credits a tenant consumes, and once the limit is reached, they are placed in a rate-limited state until the next billing cycle, or upgrade.
Why Does Hatz Rate Limit?
All Hatz customers have access to the same powerful features and AI models, regardless of their package. The difference between plans is simply how many credits you receive each month. Rate limiting only activates when you've used all the credits included in your plan, temporarily restricting access to high-cost models until your credits reset or you purchase more. This approach keeps the platform stable and accessible for everyone while giving you the flexibility to choose a plan that matches your usage needs.
How Can I Tell If a Tenant Is Near Their Limit?
Notifications: Admins receive email alerts when a tenant's credit usage approaches their assigned limit and when they move to a higher usage band.
Dashboard Monitoring: MSP Admins can log into the Admin Dashboard and view current usage across all tenants, or filter for a specific tenant. The Tenant Management tab provides a clear overview of where each tenant stands within their current month's credits. This is updated nightly.
Workspace Monitoring: Client Admins can review credits used on an individual user basis and for the entire tenant. This is updated nightly.
Are There Flags or Alerts for Rate-Limited Tenants?
Yes. In the Admin Dashboard (under the Tenant Management tab), you can easily monitor credit usage against each tenant's package. Visual flags indicate which tenants are nearing their credit limits (identifying potential upsell opportunities) and those who have exceeded 100% usage.
Additionally, Primary Admins and Admin users receive email notifications whenever a tenant crosses these usage thresholds.
How Will My Customers Know If They Are Being Rate-Limited?
Email Alerts
Client Admins receive the same usage warning emails as MSP Primary Admins. Additionally, Client Admins with active API keys receive a direct email notification if a request fails due to rate limiting.
In-Platform Indicators
The platform displays visual alerts when rate limiting is active. This includes unavailable (grayed-out) LLMs and Agents in the model selector and error messages in Workflow runs. Client Admins can also monitor credit usage via the Users & Roles table in the Workspace tab.
How Will My Team Know If They Are Being Rate-Limited?
Your team will see similar indicators as customers, such as restricted access to high-cost models or temporarily unavailable features due to rate limiting.
Can I Still Log Into the Platform During Rate Limiting?
Yes. You can log in anytime, even when rate-limited. Restrictions only apply to certain models or features that consume credits.
When Does Rate Limiting Stop?
When you upgrade your tenant's package to increase their credit limit.
This includes buying a credit pack or fully upgrading the package.
When a new billing cycle begins (monthly reset).
Is ADEL Phone Agent Impacted by Rate Limiting?
No. ADEL usage is measured in minutes, so it operates independently of credit-based rate limits.
Will I Lose Access to Integrations and Tools?
No. During rate limiting, you will lose access to high-cost models. Standard features and tools remain available. If you continue to use the platform without upgrading, you may lose access to API requests, file uploads, and Workflow runs.
How Do I Know What a High-Cost Model Is?
In the model selector, each LLM has tags indicating the cost level. Typically, high-cost models are more advanced or resource-intensive.
How Do I Know If API Requests Are Impacted?
Primary Admins, Admins, and the user who generated the API key receive daily email alerts if an API request fails due to rate limiting.
How Can I Avoid Rate Limiting in the Future?
Upgrade your package to increase your monthly credits.
Use credit management strategies, such as:
Opting for lower-cost models
Building efficient workflows to reduce token usage
Understanding how your users are accessing the API
How Do I Check Credit Usage?
The Admin Dashboard shows current usage percentages for each tenant.
If your tenant's usage exceeds their limit, they are in a rate-limited state.
You can also view usage details for individual users to identify who is using the most credits.
What If One User Uses Most of the Credits?
You can monitor individual user activity within the tenant to identify high-usage users and optimize workflows to manage their usage better.
How Are Workshop Items Impacted?
Chat: If your default model is rate limited, the system automatically switches to a lower-cost model, or you can manually select a different LLM.
Apps & Agents: These remain visible but display an error when run. To fix this, edit the item and select an available LLM.
Workflows: Execution fails at any step using a rate-limited model. Edit the workflow step to swap the LLM. (Note: Community workflows must be saved as your own before editing.)
Note: If a creator becomes rate-limited, it does not impact items they have already published to the community.
Important Note for Creators: If you published an item to the Community and you (the creator) become rate-limited later, it does not impact the community item. Other users can still run your Apps, Workflows, or Agents using their own credits/limits.