Billing¶

Enclave automates billing for a partner's customer base. The platform tracks seat count changes, recalculates usage across all of the partner's customers, and generates invoices on the partner's behalf.

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

All invoices are sent to a single billing email address, which is set when converting the first customer to paid. The email and billing address can be updated 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, the partner's monthly invoice contains line items that represent the total usage across all of their monthly customers, broken out by product (Enclave Agent, Gateway Enhancement).

How the monthly invoice works¶

The 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 platform decides whether to prorate the change or defer it:

More than 7 days before the next invoice: the change is prorated. The next invoice includes a charge for the new seat count from the date of the change to the end of the period.
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 charged from the date of the change (prorated), while changes made near the end of the month are charged from the start of the next period. In both cases the charge appears on the next monthly invoice. The 7-day threshold exists because changes made during the last few days of a billing period can otherwise produce invoices or line items which are often small, but still something the partner would need to reconcile and pass on to the customer. Enclave defers such changes to the next period to keep invoices readable and minimise partner admin, and does not bill for those few days.

Reading prorated line items on an 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 are billed on their own individual invoice, which the partner receives separately from the monthly roll-up. Each annual customer has a dedicated subscription with its own renewal date.

How annual invoicing works¶

The first invoice is raised on the date the customer is 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: the number of licensed agents or gateways can be increased at any time. Whether the increase is prorated depends on how close the customer is to their renewal date. See Mid-term changes below.
Reductions: the number of licensed seats cannot be reduced 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.

Mid-term changes¶

When an annual customer's licensed count changes, the platform applies the same 7-day threshold used for monthly billing, but measured against the customer's renewal date:

More than 7 days before the renewal date: the change is prorated. A separate prorated invoice is issued shortly after the change, covering the additional seats from the date of the change to the end of the annual term. It is sent with the same net 30-day payment terms as the annual invoice.
Within 7 days of the renewal date: no prorated invoice is raised. The new seat count takes effect from the renewal invoice.

Prorated invoices use the same paired "Remaining time" and "Unused time" line items described under Reading prorated line items on an invoice. Each prorated change produces its own invoice, so an annual customer whose seat count rises several times during the term will generate several prorated invoices alongside their annual invoice.

Licence allocation¶

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

Licensed: the number of seats the partner is paying for.
Enrolled: the number of systems the customer has actually enrolled.

Whether the customer can enrol more systems than are licensed is a partner decision. It matters most where the customer can enrol systems without the partner's involvement, either because the customer has access to their Enclave Portal tenant, or because the customer holds enrolment keys and is free to use them:

Unlimited (default): there are no guardrails on how many systems a customer can enrol to their tenant, and the licensed count will rise to match use through automatic seat adjustment. In effect, the customer is deciding when the cost of their tenant increases, and is dictating when additional charges appear on later invoices.
Limited to the licensed count: the customer cannot enrol more systems than are licensed. The cost of the tenant increases only when the partner increases the licensed count in the Partner Portal, so nothing is billed without explicit agreement. Partners may use this mechanism to create sales conversations anchored around expansion.

Enclave recommends partners elect to limit system enrolment where the customer can enrol systems themselves, and where the partner expects to be consulted before the cost increases. Conversely, partners may elect to leave customer enrolment unlimited where customers are trusted to add systems as required, or where a sales conversation should not delay deployment.

The choice is independent of billing period. What differs is how, and when extra seats are invoiced: on monthly billed tenants the extra seats will appear on the next consolidated invoice, while tenants who are annually billed receive prorated invoices for the remainder of the term at each automatic seat adjustment.

Enrolment limits¶

With a limit in place, the customer cannot have more systems enrolled than are licensed. Once that point is reached, a new system still enrols, but it is held in the To Approve list in the customer's Enclave Portal and cannot be approved until the partner increases the licensed count or existing systems are revoked. Increasing the licensed count raises the enrolment limit with it.

To limit a customer's system enrolments, or to remove the limit, go to the customer's edit page in the Enclave Partner Portal and use the enrolment limit option. Enrolment cannot be limited for a customer who already has more systems enrolled than licensed; increase the licensed count first.

Limiting enrolments is a separate step after conversion. The option is not offered when creating a customer or converting them to paid. To limit a customer's system enrolments from the start of their paid term, convert them, then return to their edit page and enable the limit.

Automatic seat adjustment¶

Twice a month, on the 14th and the 28th, the platform checks whether any customer without enrolment limits applied has more systems enrolled, or more gateways in use, than are licensed. If so, the licensed count is automatically increased to match usage.

This automatic adjustment is upward only; the platform will never automatically reduce a licensed count. That must be done by the partner on a per-customer basis where necessary, by amending the seat count in the Partner Portal.

The automatic adjustment applies to monthly and annual customers alike, and is prorated from the date of the adjustment rather than the date each system was enrolled. How it is invoiced depends on the billing period:

Monthly customers: adjustments on the 14th are typically prorated from that date, because there are more than 7 days remaining in the billing period. Adjustments on the 28th typically take effect from the start of the next period, because there are fewer than 7 days remaining. Either way, the charge appears on the next monthly invoice.
Annual customers: adjustments on either date produce a separate prorated invoice shortly afterwards, covering the additional seats to the end of the annual term, unless the renewal date falls within the next 7 days. See Mid-term changes.

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 the monthly invoice at a zero rate, distinct from 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 the next monthly invoice.
Annual customers are invoiced individually. The partner receives a separate invoice for the customer shortly after conversion.

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. The licensed count cannot be set 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 are prorated if the renewal date is more than 7 days away, and a separate prorated invoice is issued. See Mid-term changes.
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.

Last updated September 8, 2026