Billing¶

Enclave automates billing for your customer base. The system checks for seat count changes every hour, recalculates usage across all your customers, and generates invoices on your behalf.

There are two billing models available when converting a customer to paid: monthly and annual. The model you choose determines how invoices are generated and what flexibility you have to adjust seat counts mid-term.

All invoices are sent to a single billing email address, which you set when converting your first customer to paid. You can update this email and your billing address at any time from Settings > Billing in the Partner Portal.

Monthly billing¶

All customers on monthly billing are consolidated onto a single partner invoice. Rather than receiving a separate invoice per customer, your monthly invoice contains line items that represent the total usage across all your monthly customers, broken out by product (Enclave Agent, Gateway Enhancement).

How the monthly invoice works¶

Your invoice is raised on the 1st of each month.
The invoice covers the upcoming month's billing period.
Line items are aggregated. For example, if three customers together have 50 agents at the standard price and 20 agents covered by NFR allocations, the invoice will show "50 x Enclave Agent" and "20 x Enclave NFR" as separate line items.
A payment method must be held on file. Payments are collected automatically when the invoice is raised.

Mid-month changes¶

When a customer is added, removed, or has their seat count changed during a billing cycle, the system decides whether to prorate the change or defer it:

More than 7 days before the next invoice: the change is prorated and the adjustment appears on the current invoice.
Within 7 days of the next invoice: the change rolls into the next billing period. No prorated charge is raised; the new quantities simply take effect from the next invoice.

This means changes made early in the month are billed immediately (prorated), while changes made near the end of the month take effect from the start of the next period.

Reading prorated line items on your invoice¶

When a seat count changes mid-month, the invoice shows the adjustment as a pair of line items:

Remaining time after [date]: a charge for the new seat count from the date of the change to the end of the billing period.
Unused time after [date]: a credit for the old seat count covering the same portion of the period.

These pairs largely cancel out. The net effect is the cost difference between the old and new seat counts for the remaining days in the period. Multiple mid-month changes will produce multiple pairs, which can make the invoice difficult to read at a glance. The total at the bottom of the invoice reflects the correct net amount.

Because automatic seat adjustment runs on the 14th and 28th of each month, these proration pairs commonly appear around those dates when customers have exceeded their licensed count.

Changes that coincide with the start of a new billing period are not prorated. They simply appear as the new seat count at the standard rate, without the paired charge/credit pattern.

Annual billing¶

Customers on annual billing receive their own individual invoice, separate from the monthly roll-up. Each annual customer has a dedicated subscription with its own renewal date.

How annual invoicing works¶

The customer is invoiced on the date they are converted to paid, then annually on each subsequent renewal date.
Annual pricing includes a discount equivalent to one free month (11 months instead of 12). Refer to the Partner Portal for current pricing.
Each annual invoice covers the full 12-month period ahead.
Annual invoices are issued with net 30-day payment terms.

Seat changes on annual billing¶

Increases: you can increase the number of licensed agents or gateways at any time. If the increase occurs more than 7 days before the renewal date, it may be prorated; otherwise it takes effect at the next renewal.
Reductions: you cannot reduce the number of licensed seats on an annual billing cycle. Seat reductions are only available on monthly billing. If a customer needs to reduce seats, they must first be switched to monthly billing.
Switching billing period: changing a customer from annual to monthly (or vice versa) requires assistance from Enclave support.

Licence allocation¶

Each paying customer has two key numbers for both agents and gateways:

Licensed: the number of seats you are paying for.
Enrolled: the number of systems the customer has actually enrolled.

By default, customers operate with a soft limit. They can temporarily exceed their licensed count without the system preventing enrolments or automatically adjusting licences. This allows usage to fluctuate temporarily without requiring adjustments to licences.

Hard limits¶

You can optionally enable a hard limit, which caps a customer's maximum enrolled systems to match their licensed count. When a hard limit is active, the tenant prevents enrolment beyond the licensed allocation.

To enable or disable a hard limit, go to the customer's edit page in the Enclave Partner Portal and toggle Enable Hard Limit.

Automatic seat adjustment¶

Twice a month, on the 14th and the 28th, the system checks whether any customer has more enrolled systems than licensed seats. If so, the licensed count is automatically increased to match the enrolled count.

This adjustment is upward only; the system will never reduce your licensed count automatically. Automatic reductions could leave a customer with fewer licensed seats than enrolled systems, potentially disrupting active connections. Reducing seat counts is treated as an explicit decision that partners make through the Partner Portal.

The timing of this adjustment interacts with the proration rules:

Adjustments on the 14th are typically prorated, because there are more than 7 days remaining in the billing period.
Adjustments on the 28th typically roll into the next billing period, because there are fewer than 7 days remaining.

NFR (free-use) allocations¶

Partners receive a set of NFR (Not For Resale) licences for their own tenant. These are free agent and gateway seats intended for internal use only.

How NFR allocations appear on invoices¶

NFR seats appear as separate line items on your monthly invoice at a zero rate, distinct from your paid customer line items.

NFR and billing period¶

NFR allocations are always billed monthly and are included in the monthly invoice roll-up at a zero rate.

Converting a customer to a paid subscription¶

Conversion is done from the customer's page in the Partner Portal using the Convert to Paying Customer button. See Customer Lifecycle for a step-by-step description of the conversion process.

Once converted, the customer enters the billing system:

Monthly customers are included in your next monthly invoice.
Annual customers receive an individual invoice immediately (or on the next billing sync cycle).

Amending seat counts¶

For customers already on a paid subscription, use the Amend Licence Count button on the customer's page in the Partner Portal to adjust the number of licensed agents or gateways.

Monthly customers¶

Seats can be increased or decreased.
The minimum is the customer's current enrolled count. You cannot set the licensed count below the number of systems actually in use.
Changes are prorated or deferred based on the 7-day threshold described above.

Annual customers¶

Seats can only be increased, not decreased.
Increases may be prorated if the renewal date is more than 7 days away.
To reduce seats, the customer must first be switched to monthly billing (contact Enclave support).

Changing billing period

Switching a customer between monthly and annual billing is not available in the Partner Portal and requires assistance from Enclave support.