> For the complete documentation index, see [llms.txt](https://docs.reachplatform.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.reachplatform.com/core-product-structure/product-catalog-offering/plan-configuration.md).

# Plan configuration

Plan change rules, retirement behavior, required data inputs, and carrier-specific fields.

### Overview

Plan configuration defines how plans are **created**, **changed**, and **maintained over time**.

This includes **BAU upgrade and downgrade behavior**, **retirement patterns** such as grandfathering, and the fields required for **Verizon** and **AT\&T** plans.

### Plan changes (upgrade, downgrade, SIM change)

Upgrades can take effect **immediately**, with a **pro-rated charge**.

Downgrades always start on the **next billing cycle**.

#### Pre-activation rules

| Event       | Policy                 | Cost | Notes                                                              |
| ----------- | ---------------------- | ---- | ------------------------------------------------------------------ |
| Upgrade     | Immediate              | $0   | Plan provisions immediately before activation.                     |
| Downgrade   | Scheduled (bill reset) | $0   | Takes effect on the bill reset date. Request can be made any time. |
| SIM → SIM   | Allowed                | $0   | Shipping applies for physical SIM.                                 |
| SIM → eSIM  | Allowed                | $0   | No shipment.                                                       |
| eSIM → SIM  | Allowed                | $0   | Shipping applies for physical SIM.                                 |
| eSIM → eSIM | Allowed                | $0   | No shipment.                                                       |

#### Post-activation rules

| Change type   | Policy                  | Cost             | Notes                                                                         |
| ------------- | ----------------------- | ---------------- | ----------------------------------------------------------------------------- |
| Upgrade now   | Immediate               | MRC differential | Customer pays the pro-rated MRC difference upfront.                           |
| Upgrade later | Next billing cycle      | $0 now           | Scheduled change. Charges apply next cycle.                                   |
| Downgrade     | Next billing cycle only | NA               | Immediate downgrades are not supported.                                       |
| SIM change    | Allowed                 | $0 + shipping    | All SIM ↔ eSIM combinations are supported. Shipping applies for physical SIM. |

### Retiring plans (grandfathering)

**Grandfathering** lets existing customers stay on a **retired plan**.

**New customers** cannot select it.

{% hint style="info" %}
Grandfathering behavior can vary by brand requirements.

Any deviation from BAU is treated as custom work.
{% endhint %}

#### Grandfathering behavior by customer line status

| Customer line status             | What happens                                                                                              |
| -------------------------------- | --------------------------------------------------------------------------------------------------------- |
| Purchase pending                 | Plan is provisional until purchase completes.                                                             |
| Payment pending                  | Web: customer returns to homepage to reselect a plan. RC: agent helps complete purchase.                  |
| Activation / port-in in progress | Service remains on the existing plan. Changes wait until activation/port completes.                       |
| Active lines                     | Customer stays on the current plan. If old/new plans are equal-priced, only **Upgrade later** is allowed. |
| Restoration / reconnection       | Customer returns to the same legacy plan. Prior state is retained.                                        |

#### Operational rules

| Rule                   | Policy                                                                                                          |
| ---------------------- | --------------------------------------------------------------------------------------------------------------- |
| Where it appears       | Not selectable on RC, Web, or App. It may show only as the customer’s current plan.                             |
| Agent guidance         | Agents must not offer or recommend grandfathered plans.                                                         |
| Promotions             | Existing promos continue only while the customer stays on that plan. Do not launch new promos on retired plans. |
| Plan change lock       | Once a customer leaves a grandfathered plan, they cannot pick it again.                                         |
| Future restrictions    | Any forced restriction/migration requires brand + platform approval and customer comms.                         |
| Nutrition label access | The plan’s nutrition label must remain accessible while customers remain on the plan.                           |

### Forced migration (custom work)

**Forced migration** means moving customers to a **new plan** when grandfathering is not viable.

It is always treated as **custom work**.

{% hint style="warning" %}
Brand must provide a **1:1 mapping** for every impacted plan: **old plan → new plan**.
{% endhint %}

#### When forced migration may be approved

| Trigger                 | Description                                            |
| ----------------------- | ------------------------------------------------------ |
| Regulatory / compliance | Required to meet legal or compliance obligations.      |
| Technology changes      | Network or platform changes prevent continued support. |
| Plan retirement         | Formal portfolio rationalization decisions.            |
| Commercial strategy     | Approved strategy with customer-impact mitigation.     |

#### When forced migration must not be used

| Condition                         | Why                                                           |
| --------------------------------- | ------------------------------------------------------------- |
| Plans can be safely grandfathered | Use standard grandfathering.                                  |
| Customers can choose voluntarily  | Preserve customer choice through BAU upgrade/downgrade flows. |
| Pricing/promos/features only      | Not enough to justify forced migration.                       |
| BAU flows work                    | Exhaust BAU options first.                                    |

#### SOP by customer line status

| Customer line status                     | Plan behavior                                                                                                                          |
| ---------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------- |
| Purchase pending                         | New plan applies immediately. New rates take effect right away.                                                                        |
| Payment pending                          | Plan force-changes to the new plan. New rates apply.                                                                                   |
| Activation pending                       | Plan force-changes before activation. Paid MIA: brand absorbs one month cost. Non-paid MIA: collect updated payment before continuing. |
| Activation/port-in in progress or active | Change applies next billing cycle. Immediate change occurs if the customer later triggers another plan change.                         |
| Restoration / reconnection               | Outstanding dues must be cleared for involuntary cases. Customer continues the previous plan after reconnection.                       |

### Nutrition label (Broadband Facts)

Every plan must have a **nutrition label**.

Update the label any time **pricing**, **data**, **fees**, or other disclosed attributes change.

| Trigger / rule      | Policy                                                                        |
| ------------------- | ----------------------------------------------------------------------------- |
| New plan launch     | Create a new nutrition label for every new plan.                              |
| Plan modification   | Create a new label when any attribute changes.                                |
| New fees introduced | Update labels when platform fees or one-time charges change.                  |
| Grandfathered plans | Keep the label accessible while customers remain on the plan.                 |
| Partial updates     | Update only impacted sections. Leave the rest unchanged.                      |
| Plan identifier     | Each update creates a new unique plan identifier for tracking and compliance. |

### Verizon plan fields

Verizon tracks hotspot separately from on-device mobile data.

#### Step 1 — Identity and basics

| Field        | Required  | Allowed values     | Notes                                                       |
| ------------ | --------- | ------------------ | ----------------------------------------------------------- |
| Plan Name    | Mandatory | Text, max 15 chars | Customer-facing name across Web/App/RC.                     |
| Voice & Text | Mandatory | Unlimited          | BAU Verizon plans use unlimited voice & text.               |
| Data Type    | Mandatory | Unlimited / Capped | Unlimited throttles after quota. Capped stops at the limit. |
| Base MRC ($) | Mandatory | Numeric (USD)      | Retail monthly price before discounts.                      |

#### Step 2 — Data volumes and streaming

| Field                       | Required  | Allowed values                | Notes                                                    |
| --------------------------- | --------- | ----------------------------- | -------------------------------------------------------- |
| Total Data Volume (GB)      | Mandatory | Numeric (GB)                  | Overall ceiling. Combined total across mobile + hotspot. |
| High Speed Data Volume (GB) | Optional  | Numeric (GB)                  | Premium-speed quota before throttling.                   |
| Hotspot Data Volume (GB)    | Optional  | Numeric (GB)                  | Hotspot bucket tracked separately on Verizon.            |
| Streaming Resolution        | Optional  | 480p / 720p / 1080p / 4K / 8K | BAU: 720p (4G) / 4K (5G).                                |

#### Step 3 — Throttling and cut-off

| Field                    | Required | Allowed values                         | Notes                                            |
| ------------------------ | -------- | -------------------------------------- | ------------------------------------------------ |
| High Speed Data Throttle | Optional | Yes / No                               | Reduce speeds after high-speed quota.            |
| High Speed Data Cut-Off  | Optional | Yes / No                               | Restrict data once total volume is reached.      |
| Hotspot Data Throttle    | Optional | Yes / No                               | Not BAU. Speeds: 64 Kbps, 1, 1.5, 3 Mbps.        |
| Hotspot Data Cut-Off     | Optional | Yes / No                               | Restrict hotspot once hotspot volume is reached. |
| Throttled Speed          | Optional | 64/128/256 Kbps; 1/1.5/3/5/30/400 Mbps | BAU default is 256 Kbps.                         |

#### Step 4 — Bundle and discount pricing

| Field                              | Required | Allowed values | Notes                                      |
| ---------------------------------- | -------- | -------------- | ------------------------------------------ |
| Residential Bundle Discount ($)    | Optional | Numeric (USD)  | Requires Product Bundle API integration.   |
| Base MRC After Bundle Discount ($) | Optional | Numeric (USD)  | Base MRC − bundle discount.                |
| Employee Bundle Discount ($)       | Optional | Numeric (USD)  | Requires Employee Pricing API integration. |
| Employee Bundle MRC ($)            | Optional | Numeric (USD)  | Base MRC − employee discount.              |
| SMB Bundle Discount ($)            | Optional | Numeric (USD)  | Requires SMB Pricing API integration.      |
| SMB Bundle MRC ($)                 | Optional | Numeric (USD)  | Base MRC − SMB discount.                   |

### AT\&T plan fields

AT\&T uses a combined data bucket for mobile and hotspot.

Visual voicemail is mandatory for all AT\&T plans.

#### Step 1 — Identity and basics

| Field        | Required  | Allowed values     | Notes                                                       |
| ------------ | --------- | ------------------ | ----------------------------------------------------------- |
| Plan Name    | Mandatory | Text, max 15 chars | Customer-facing name across Web/App/RC.                     |
| Voice & Text | Mandatory | Unlimited          | BAU AT\&T plans use unlimited voice & text.                 |
| Data Type    | Mandatory | Unlimited / Capped | Unlimited throttles after quota. Capped stops at the limit. |
| Base MRC ($) | Mandatory | Numeric (USD)      | Retail monthly price before discounts.                      |

#### Step 2 — Data volumes and streaming

| Field                             | Required  | Allowed values        | Notes                                                                   |
| --------------------------------- | --------- | --------------------- | ----------------------------------------------------------------------- |
| Total Data Volume (GB)            | Mandatory | Numeric (GB)          | Overall ceiling for mobile + hotspot combined.                          |
| Mobile Only Data Volume (GB)      | Mandatory | Numeric (GB)          | High-speed quota for on-device usage.                                   |
| Mobile + Hotspot Data Volume (GB) | Mandatory | Numeric (GB)          | Combined bucket. Example: 40 GB mobile + 10 GB hotspot = 50 GB total.   |
| Streaming Resolution              | Mandatory | 480p (SD) / 720p (HD) | BAU default is SD (480p).                                               |
| Visual Voicemail                  | Mandatory | Yes / No              | Mandatory for all AT\&T plans. If disabled, standard voicemail applies. |

#### Step 3 — Throttling and cut-off

| Field           | Required    | Allowed values               | Notes                                                       |
| --------------- | ----------- | ---------------------------- | ----------------------------------------------------------- |
| Data Throttle   | Optional    | Yes / No                     | Reduce speeds after high-speed usage.                       |
| Throttled Speed | Conditional | 128/256/512 Kbps; 1.5/3 Mbps | Required when Data Throttle = Yes. BAU default is 256 Kbps. |
| Data Cut-Off    | Optional    | Yes / No                     | Restrict data once total volume is reached.                 |

#### Step 4 — Bundle and discount pricing

| Field                              | Required | Allowed values | Notes                                      |
| ---------------------------------- | -------- | -------------- | ------------------------------------------ |
| Residential Bundle Discount ($)    | Optional | Numeric (USD)  | Requires Product Bundle API integration.   |
| Base MRC After Bundle Discount ($) | Optional | Numeric (USD)  | Base MRC − bundle discount.                |
| Employee Bundle Discount ($)       | Optional | Numeric (USD)  | Requires Employee Pricing API integration. |
| Employee Bundle MRC ($)            | Optional | Numeric (USD)  | Base MRC − employee discount.              |
| SMB Bundle Discount ($)            | Optional | Numeric (USD)  | Requires SMB Pricing API integration.      |
| SMB Bundle MRC ($)                 | Optional | Numeric (USD)  | Base MRC − SMB discount.                   |

{% hint style="info" %}
Questions or clarification? Reach out to your respective account manager or email us at <account-desk@reachplatform.com> for help and support.
{% endhint %}


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