Limits & Quotas
This page documents the limits, quotas, and rate limits that apply to Scitor installations.
Plan limits
| Limit | Free | Pro | Enterprise |
|---|---|---|---|
| Inbound emails | Unlimited | Unlimited | Unlimited |
| Outbound emails/month | 100 | 500 | Unlimited |
| AI triage | ❌ | ✅ | ✅ |
| Knowledge base | ❌ | ✅ | ✅ |
| SLA tracking | ❌ | ✅ | ✅ |
| CSAT surveys | ❌ | ✅ | ✅ |
| Contact database | ❌ | ❌ | ✅ |
| Customer history | ❌ | ❌ | ✅ |
Info
Use /plan on any issue or discussion to check your current plan and usage.
Email limits
| Limit | Value |
|---|---|
| Maximum attachment size | 25 MB per file |
| Maximum attachments per email | 10 |
| Supported attachment types | All (stored in R2 cloud storage) |
| Email body size | No hard limit (GitHub Issue body limit applies) |
Tip
Use /report to check your current outbound email usage for the month.
Rate limits
| Resource | Limit |
|---|---|
| Form submissions per IP | 10 per hour |
| Form submissions per email | 5 per hour |
| API webhooks | No rate limit (queue-based processing) |
| GitHub API | 5,000 requests/hour per installation (GitHub’s limit) |
Warning
Form submission rate limits cannot be increased. If your use case requires higher throughput, consider using the email inbound channel instead.
SLA limits
| Parameter | Value |
|---|---|
| Priority levels | 4 (urgent, high, medium, low) |
| Business hours | Configurable per installation |
| Minimum check interval | 5 minutes (cron-based) |
SLA timers respect business hours and pause automatically when the waiting-on-customer label is applied.
Knowledge base limits
| Resource | Limit |
|---|---|
| Maximum docs folder size | Limited by R2 (10 GB free tier) |
| Supported formats | Markdown only |
| Build trigger | Push to default branch |
| Custom domains | 1 per installation |
Info
Knowledge base is a Pro plan feature. Docs are built and deployed automatically when you push Markdown files to the configured docs folder on your default branch.
System limits
| Resource | Limit |
|---|---|
| Blocked senders | Unlimited per installation |
| Forms | Unlimited per installation |
| Repositories per installation | Unlimited |
| Webhook processing | Queue-based, 1 message at a time, 3 retries |
Warning
Webhook processing is sequential — messages are processed one at a time with up to 3 retries on failure. During high volume periods, there may be a short delay before your email appears as an issue.