abThe primary way that customers use core Genesys Cloud capabilities are through bundled Genesys Cloud offerings, all of which are priced on a per-user basis:

Within these bundles, two important billing models can appear on your invoice:

1. User-based billing: Represents the number of named or concurrent users on the Genesys Cloud platform, and do not have a fair use allowance. If you apply more users than your contract includes, Genesys bills you for the additional users in arrears. This article focuses on how extra users appear on your invoice.
2. Non-user resources: These resources can include API calls and data storage that are included with your Genesys Cloud bundle come with a fair use allowance. Genesys only bills you if you exceed that allowance, and any overages are charged at published rates.

For more information, see Resource usage on your invoice and Genesys Cloud fair use policy.

Step 1: Determine your contracted users

In this example, a customer contracted for 80 CX1 Users. They also contracted for 85 Communicate Users, but to illustrate user overage, this step focuses on the CX1 users.

The customer has an annual contract with monthly prepaid terms, so the customer pays each month in advance at the contracted rate. These terms appear on the customer’s Service Order. Also, the invoice shows where the 80 committed users appear on the corresponding invoice, appended with “Prepay.”

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Step 2: Review actual usage

In this example, the customer’s usage report showed a peak of 138 users during the monthly service period. Genesys always bills overage charges monthly, in arrears, regardless of whether the contract is monthly or annual.

Step 3: Reconcile to billable overages

The next step is to compare total usage to contracted users. 

Billable overage Users = Actual Users – Contracted Users.

The invoice displays the number of billable users. This number differs from the Prepay line identified previously and that matched to the Services Order.

Step 4: Apply the overage rate

Genesys charges overage users at the per-user rate as defined in your services order under On-Demand Subscription Pricing. Generally, including the example below, the On-Demand rate that applies to overages matches the subscription rate for contracted users.

Step 5: Match to your invoice

The quantity and rate match the corresponding line items on the invoice.

Why service dates can differ from invoice date

Service dates can differ from the invoice date, and sometimes include two months. Like other usage-based items, Genesys bills User overages in arrears, so you see usage for the month before the invoice date.

When usage and prepay items appear on the same invoice, the Service Dates shows multiple months. This display reflects that usage is billed after the fact, while prepay subscriptions are billed ahead.

Key takeaways

• User overages for bundles occur when you use more Users than contracted.
• Unlike other Genesys Cloud capabilities, fair use does not apply to Users.
• Overages are typically billed at the same per-User rate as your contracted Users – this charge is specified in the On-Demand section of your Services Order.
• User overage charges are billed in arrears and can cause invoice service dates to span multiple months.
• For more information about on usage-based resources such as APIs, storage, and BYOC, see the Resource usage on your invoice.

Still have questions?

The bottom of your invoice includes links to the Genesys Fair Use Policy and Genesys Cloud billing resources. These articles explain in detail how allowances and overages are calculated so that you can verify your charges at any time.

You can also contact the Genesys billing team at ask.finance@genesys.com.