specification: FinOps Framework
specificationVersion: '1.0'
schema: https://www.finops.org/framework/
provider: Intercom
providerId: intercom
created: '2026-05-04'
# Provenance stamped 2026-08-11: this artifact was written by the API Evangelist
# bulk sweep dated 2026-05-04, not harvested from the provider. See roadmap#35.
method: generated
modified: '2026-05-04'
reconciled: true
tags:
  - FinOps
  - FOCUS
  - Customer Support
description: FOCUS-aligned FinOps for Intercom.
sources:
  - https://www.intercom.com/pricing
alignedWith:
  framework: FinOps Foundation Framework
  frameworkUrl: https://www.finops.org/framework/
  dataSpec: FOCUS
  dataSpecVersion: '1.3'
  dataSpecUrl: https://focus.finops.org/focus-specification/v1-3/
publisherName: Intercom
serviceCategory: Customer Support
billingModel:
  pricingCategory: Per-Seat + Per-Resolution
  billingFrequency: Monthly
  billingCurrency: USD
focusColumns:
  ServiceName: Intercom
  ServiceCategory: Customer Support
  ProviderName: Intercom
  PublisherName: Intercom
  BillingCurrency: USD
meters:
  - name: user_seats
    unit: seat-month
    aggregation: max
    dimensions:
      - plan
  - name: fin_resolutions
    unit: resolution
    aggregation: sum
  - name: outbound_messages
    unit: message
    aggregation: sum
    dimensions:
      - channel
  - name: phone_minutes
    unit: minute
    aggregation: sum
  - name: sms_segments
    unit: segment
    aggregation: sum
  - name: email_sends
    unit: email
    aggregation: sum
principles:
  - name: Visibility
    description: Track Intercom consumption monthly via admin/billing exports.
  - name: Allocation
    description: Tag seats/usage to teams or cost centers for chargeback.
  - name: Optimization
    description: Right-size tier and seat count quarterly; reclaim inactive seats.
  - name: Accountability
    description: Set spend alerts and renew at observed active utilization.