Smartsheet Advance documentation

Understand Smartsheet Advance tiers and Connected Users

This article applies only to plans using the Legacy Collaborator Model. Which model does your plan use? Ask a System Admin if there’s a Manage true-up page in Admin Center. If there is, your plan uses the user model. See the user model overview article for more information.

Smartsheet Advance extends specific Smartsheet capabilities and features of the Smartsheet Platform to Connected Users (see below for definition). To meet your team’s varying collaboration needs, Smartsheet offers three specific tiers of Smartsheet Advance — Silver, Gold, and Platinum — all purchased on a Connected User volume basis.

Smartsheet Advance tiers

Smartsheet Advance Silver includes the base capabilities of the Smartsheet Platform, plus:

Smartsheet Advance Gold includes everything provided under Silver, plus:

Smartsheet Advance Platinum includes everything provided under Silver and Gold, plus:

Connected Users 

Users of the Smartsheet Platform qualify as Connected Users based on their interaction with a customer’s Smartsheet items. The following three types of users qualify as Connected Users:

  • Licensed Users: Current users with paid-assigned licenses that can create, own, and manage tasks or projects on a plan.
  • Internal Collaborators: Users who have interacted with items in a plan in the past 365 days while authenticated using a domain or subdomain associated with the customer’s plan. Doesn’t include Licensed Users.
  • Previously Licensed Users: Users who had a license or authentication revoked or deactivated in the past 365 days and no longer interact with a plan’s sheets, reports, or other items. It doesn’t include Licensed Users or Internal Collaborators.

Accordingly, aggregating these user types is the metric to assess your use against your authorized number of Connected Users. 

A user must interact with your Smartsheet item to count as an Internal Collaborator. If you share an item with someone but they don’t open it, that person doesn’t count as an Internal Collaborator and isn’t included in your Connected User count.

Tracking usage

During each subscription term, you can provision up to the specific number of Connected Users outlined in an ordering or other transactional document called an Order. You can review and track Connected User volume via the System Admin Console page within the Smartsheet service. 

Notwithstanding your authorized limit of Connected Users, Smartsheet doesn’t prevent you from provisioning additional Connected Users beyond such limit. Excess usage isn’t stopped, so your team’s use of Smartsheet can readily evolve with your business needs and avoid untimely disruption. 

Accordingly, you’re responsible for regularly monitoring your Connected User volume and implementing internal controls for provisioning Connected Users as needed.

Additional capacity 

At any time during a subscription term, you can increase the authorized number of Connected Users for the remainder of the then-current term by entering into an additional Order. 

In such circumstances, you’re charged for the additional Connected User capacity on a pro-rata basis through the end of that term at Smartsheet’s prevailing tier rate for the applicable number of Connected Users. 

Suppose you exceed your then-authorized number of Connected Users (that is, you provision excess Connected Users without entering into an additional Order). In that case, the excess number of Connected Users gets added to the authorized number of Connected Users. 

You then get billed and invoiced under the true-up process (see below) for additional Connected User capacity to account for the excess usage. 

Deprovisioned Connected Users count towards the total number of authorized Connected Users even after their applicable access period to the Advance service ends.

True-up and renewals

Smartsheet may assess your use of the services against your authorized limits at any time. In conjunction with such assessment, Smartsheet may issue an invoice for any excess usage on a pro rata basis through the end of the then-current subscription term at Smartsheet’s prevailing tier rate. 

If the subscription term has ended, and Smartsheet discovers there was excess usage during the subscription term, Smartsheet may issue an invoice in arrears for such excess usage on a pro-rata basis at Smartsheet’s prevailing tier rate. 

Except as otherwise agreed by the parties in writing, (i) renewals of the Advance service are at several Connected Users that account for all authorized and excess usage as of the subscription term end date, (ii) all invoices are issued, and all payments are made per the agreement governing customers’ use of and access to the Smartsheet service.

Smartsheet’s refusal to or delay in invoicing the customer for excess usage doesn’t waive any rights or remedies Smartsheet may have under the agreement governing the customer’s use of and access to the Smartsheet service.