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#billing and refunds

Device counts move, fleets grow, projects end. This page says exactly how that affects an invoice, and what happens to money already paid if you stop.

##The trial

Fourteen days on the Team plan. No card is taken, so there is nothing to cancel and nothing that converts on its own.

At the end of the trial the workspace goes read-only rather than being deleted. It stays that way for 30 days, during which you can export everything or pick a plan and carry on exactly where you were. Devices that were enrolled remain enrolled; agents simply stop reporting new state.

##How devices are counted

Counted
Any device running the agent and reporting state: desktops, laptops and servers. A virtual machine counts the same as a physical one.
Not counted
Manually recorded assets - printers, switches, access points, phones, a client's own equipment. They carry no agent and report no state, so they are free and unlimited.
Retired devices
A device marked retired stops counting from the start of the next billing period. Its history is kept.
Offline devices
Still counted. An enrolled laptop that has not checked in for a fortnight is still a device you manage.
The billed figure
The highest device count reached during the period, not an average. It is shown on the board throughout, so the invoice never contains a surprise.

##When the fleet changes

Growing within a plan. Devices added mid-month are charged pro rata from the day they enrol.

Crossing a plan ceiling. Nothing is blocked. Enrolment continues, data keeps being collected, and the board tells you. The move to the next plan takes effect from the start of the following month.

Shrinking. Retirements take effect from the next period. We do not refund part of a month for a device decommissioned mid-cycle, and equally we do not backdate a charge for one that joined and left inside the same week.

##Per client org billing

The service provider plan bills per client org, with devices unlimited. A client org added mid-month is charged pro rata; one removed stops billing from the start of the next month.

An org can be archived rather than deleted. An archived org stops billing, keeps its history intact and read-only, and can be brought back if the client returns. Archiving costs nothing.

##Monthly and annual

  • Monthly - payable in advance, cancels at the end of the paid month. No notice period.
  • Annual - ten months for twelve, payable in advance. There is no lock-in clause; see the refund terms below.
  • Switching monthly to annual mid-term credits the unused portion of the current month against the annual invoice.
  • Switching annual to monthly takes effect at the end of the annual term rather than immediately.

##Refunds

###Annual plans cancelled mid-term

Refunded pro rata for complete unused months, at the monthly rate for the plan you were on rather than the discounted annual rate. The discount was for committing to twelve months; if the commitment ends early, the discount ends with it.

A worked example: a $5,040 annual Team plan cancelled after five months. Five months at the monthly rate is $2,520. The refund is $2,520.

###Monthly plans

Not refunded part way through a paid month. Cancel and you keep access to the end of the period you paid for.

###First paid month

If the product does not do what this website says it does, tell us within 30 days of your first payment and we will refund that payment in full. You do not have to argue the case or attend a retention call. We would rather have the feedback than the money, and the trial exists so this should rarely be needed.

###What is not refunded

  • On-site assistance already delivered
  • Historical ticket imports already completed
  • Custom report template work already delivered
  • Periods during which the service was used normally and available

Refunds go back to the original payment method within 10 business days of approval. Where that method has expired, we will arrange a bank transfer.

##Service credits

Where monthly availability of the dashboard or agent sync falls below 99.9%, you may request a credit against the following month proportionate to the shortfall. Request it within 30 days of the month in question; the status page carries the measurement, so there is nothing to prove.

Credits apply to future invoices rather than being paid out, and are the remedy for availability shortfalls.

##Failed payments

A failed payment is retried on days 3, 7 and 14, and workspace admins are notified each time. The service continues throughout - agents keep reporting, tickets keep arriving, approvals keep working. Cutting off an IT helpdesk over a expired card helps nobody.

At day 30 the workspace goes read-only, and the 30-day export window begins from there rather than from the first failed attempt.

##Never charged for

  • Additional admins, operators or requesters. Seats are unlimited on Team and above.
  • Manually recorded assets, however many.
  • Data export, during the subscription or after it.
  • Agent releases, security updates and new capabilities within your plan.
  • Support within the response targets for your plan.
  • Archiving a client org, or restoring one.

Registered non-profits, schools and colleges get 40% off any plan. Send the registration details through the contact page and it is applied to the account, not claimed back later.

##If an invoice looks wrong

Get in touch before paying it. Every invoice itemises the device count it was based on and the day each device enrolled, so a discrepancy is usually resolvable in one exchange.

Where an invoice was wrong in our favour, we correct it and credit the difference. Where it was wrong in yours, we correct it forward and do not backdate a charge.