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Customer Lifecycle

Every customer organisation created through the Partner Portal follows a defined lifecycle, moving from a PoC (Proof of Concept) trial through to a paid subscription. Understanding these stages helps you manage your customers effectively and know when action is needed.

Customer states

State Description
Pending PoC A customer has been created in the Partner Portal but no Enclave systems have been enrolled yet. The trial clock has not started. There is no time limit on this stage - the customer remains here until their first system enrols.
In PoC The customer's trial is active. Systems are enrolled and the customer is evaluating Enclave. The trial duration is set at the partner level and begins when the first system enrols.
Expired PoC The trial period has ended without the customer being converted to a paid subscription. Systems enrolled to the customer may be suspended. The customer can still be converted to a paid subscription at a later date. Extensions to the PoC trial period may be requested from the sales team.
Paying The customer has been converted to a paid subscription. The customer appears on invoices according to their billing period (monthly or annual).

NFR tenant

Your partner account includes an NFR (Not for Resale) tenant with a free licence allocation for your own internal use. NFR licences are not for customer use. Usage beyond your NFR allocation in the NFR tenant is billed in line with your standard billing terms.

What happens during conversion

When converting a customer from trial to paid:

  1. Choose a billing period - monthly or annual.
  2. Set the initial licence counts for agents and gateways. The minimum is the customer's current enrolled count.
  3. On first conversion, enter billing details (billing email address and billing address). All invoices across all customers are sent to this email address. This can be changed later from Settings > Billing in the Partner Portal.
  4. The customer's trial state is cleared - trial end dates and suspension flags are removed.
  5. Any systems that were suspended due to trial expiry are immediately re-enabled.
  6. The customer's usage is rolled up onto the next monthly invoice, or a separate invoice is issued if billed annually.