Billing after your subscription ends

This article explains what happens after your Genesys Cloud subscription term ends, and how this transition affects your billing and rates, including:

  • How to identify when your contract term ends.
  • What happens when the subscription automatically transitions to month-to-month billing.
  • How the rates and invoice presentation change.
  • The steps to renew your contract and restore your prior pricing.

When a contracted subscription reaches its end date, whether annual or multi-year, your account automatically transitions to a month-to-month (M2M) billing model. Service continues without interruption, but rates and billing terms change.

Step 1: Understand the subscription term

Your subscription term is defined in your Services Order (SO). This section specifies your start and end dates, billing frequency, and contracted rates. During this period, billing follows your contracted terms, either prepaid or billed in arrears, depending on your product and plan.

Ejemplo: 

In this example, a Services Order includes the following information:

  • Customer contract billing period is annually in advance.
  • A six-month subscription term that begins June 15, 2024 and ends December 14, 2024. 
  • Contracted rate of $134.20 per user for the PureCloud 3 User license.

Annual billing period and subscription start and end date Understand your subscription term example

Contracted rate

Understand your subscription fees

Step 2: What happens when the term ends

When your subscription term reaches its End Date as shown in the SO, your account automatically transitions to month-to-month billing. This behavior applies to all subscription types, including annual contracts.

  • Your service continues with no interruption.
  • Your billing model changes to standard Genesys Cloud month-to-month terms.
  • No action is required to maintain service continuity.
Example: The contract above ends on December 14, 2024. Beginning December 15, 2024, the organization’s licenses automatically continue on a month-to-month basis.

Step 3: How month-to-month billing works

Under the month-to-month (M2M) model:

  • Billing switches to arrears; Genesys bills you after the month of service.
  • Charges appear under standard Genesys Cloud published rates, rather than your contracted rates.
  • No prepay option exists. Genesys bills each month for the previous month’s usage.
Example: On this example invoice from the same customer, the service period of December 15, 2024 through January 14, 2025 reflects the new month-to-month cycle. This cycle is billed in arrears (invoice date of January 21, 2025), rather than in advance, as it falls under the prior subscription contract.

Step 4: Understand the change in rates

When the term ends, your pricing automatically reverts to Genesys’ standard month-to-month rates, which are typically higher than contracted rates.

Example comparison: 
  • Contracted rate (from services order in Step 1): $134.20 per user
  • Month-to-month rate (from invoice in Step 3): $186 per user

This increase occurs automatically and appears on your next invoice that follows the subscription term end date.

Step 5: Next steps

To maintain your prior rates or re-establish a new term, follow these steps:

  1. Contact your Customer Success Manager (CSM) and request a subscription renewal.
  2. Upon renewal, your rate and payment terms reflect the terms contracted in your new subscription agreement.
  3. Until renewal completes, charges continue to accrue under the month-to-month model.
Important: Billing continues automatically until your new order is signed and processed, or until you submit a cancellation request for the organization.

Principales conclusiones

  • When your subscription term ends, service continues automatically on a month-to-month basis.
  • Billing is in arrears at standard rates, which are typically higher than your contracted pricing.
  • The change can be seen by comparing your Services Order end date and your subsequent invoice service period.
  • Until renewal, billing continues each month under the standard M2M terms, until a contract is renewed or canceled.

¿Aún tienes preguntas?

La parte inferior de su factura incluye enlaces a la Política de uso razonable de Genesys y a los recursos de facturación de Genesys Cloud. Estos artículos explican detalladamente cómo se calculan las dietas y los excesos para que pueda verificar sus gastos en cualquier momento.

También puede ponerse en contacto con el equipo de facturación de Genesys en ask.finance@genesys.com.