FAQs: AppFoundry

ISV applications FAQs

The ISV applications are third-party integrations with Genesys Cloud’s billing system. Once the ISV application adheres to all standards and is set up within the Genesys Parts Catalog, the ISV application is quoted separately from the AppFoundry Partner. The Genesys Sales and Genesys Resellers quote the ISV applications within the Genesys Quoting tool. The ISV applications are an addition to Genesys Cloud subscriptions, where usage fees are billed with the customer’s subscription. The ISV applications are not installable or usable until the customer’s subscription is fully activated.

How can a customer order an ISV application?

The customer can order the ISV application in the following ways:

On AppFoundry as a free trial: An authorized user on AppFoundry quickly adds any ISV application enabled for free trials after authentication. Free trials are purchased with a future bill date of one month from the free trial activation. The free trial is a month-to-month (MTM) subscription without a commitment. The customers can cancel the application at any time.
On AppFoundry as a purchase: An authorized user on AppFoundry quickly adds any ISV application enabled for purchase after authentication. The purchases are activated immediately on the customer’s subscription. The purchases are a month-to-month (MTM) subscription without a commitment. The customers can cancel the application at any time.
Sales-assisted: The customer contacts the Genesys sales representatives and authorized Genesys resellers for an AppFoundry purchase or free trial.

Can an ISV application be offered without a free trial?

Yes. AppFoundry partners offer the ISV application with free trials.

Can a free trial be extended?

Yes. You can extend the free trials with the assistance of a Genesys sales representative and the consent of the AppFoundry partner.

What is required for a free trial?

An active Genesys Cloud subscription is required for a free trial.

What happens after the free trial ends?

Free trials refer to purchases of an ISV application with one month of usage unbilled. You can cancel the free trials at any time in Genesys Cloud at no cost.

Note: Once the subscription is upgraded to a committed subscription, you cannot cancel the subscription in the application.

After the one-month free trial, in the second month, the ISV application usage is prorated to line up the delta of time between the free trial start and the normal subscription anniversary. In the third month, usage of the ISV application is in line with normal subscription usage.

How are AppFoundry partners notified of the free trials or purchases on AppFoundry?

You can amend the Genesys Cloud subscription for both the free trials and the purchased subscriptions. Genesys sends subscription amendment notifications to the Genesys account owner, Genesys resellers, and AppFoundry partners.

What is the significance of Genesys Cloud license enforcement?

ISV client applications—usage type leverages the Genesys Cloud billing or license services. Genesys Cloud licenses are offered to AppFoundry partners for the ISV applications. The AppFoundry partner provides enforcement of the Genesys Cloud license within their product, service, or offering, which is important for accurate invoicing of the ISV application. Genesys is not responsible for any billing conflicts when the Genesys Cloud license is not enforced.

What are the different commitment options?

Customers can order Genesys Cloud licenses as named users, concurrent users, and metered items. The standard sales model is a named license with an annual prepayment. For an annual subscription with a month-to-month payment, Genesys charges 5% extra. For a monthly commitment with a monthly payment, Genesys charges approximately 20% extra.

Named licensing: A named license is assigned to a single user at any time. Any user with an assigned named license is billed. If more users than the purchased number of users log in using a named license during the billing cycle, overage charges with month-to-month (M2M) pricing apply.
Concurrent licensing: Multiple users are assigned to concurrent licenses. Customers are charged for the maximum number of logged-in users with concurrent licenses during a billing cycle. Genesys disregards support shift changes for durations of less than 30 minutes. If more users than the purchased number of users log in using a concurrent license during the billing cycle, overage charges with M2M pricing apply. Concurrent usage is offered for an addition of approximately 30%. For more information about the Genesys Cloud pricing and concurrency update, see Genesys Cloud pricing and concurrency update.

If a customer has an annual prepay subscription, what price rate is being charged monthly during the ramp? Is it M2M or annual prepay?

During the ramp period, Genesys charges the price as defined in the committed pricing. For an annual prepay subscription, Genesys charges pricing based on the annual prepay.

What options exist for ISV client applications—metered type?

The two types of metered-type applications are as follows:

Metered sum: Reported daily usage is added to the running summation of the customer’s monthly billing cycle. Upon the monthly billing cycle’s end, the total is evaluated against the customer’s commitment. The actual use or commitment, whichever is greater, is billed. For MTM subscriptions or ramp period usage, the actual usage is billed.
For example, if the partner reports usage of 10 on day one, 20 on day two, five on day three, and zero on all other days at the end of the billing period, Genesys charges the total summation of all the daily values reported as 35 during the billing period.
Metered high-water mark: Reported daily usage is discarded if the usage amount does not exceed the highest reported value for the month. A daily report with the new high-water mark is the billable usage value for the month. The high-water mark usage or commitment, whichever is greater, is billed. For MTM subscriptions or ramp period usage, the high-water mark usage amount is billed.
For example, if the partner reports usage of 10 on day one, 20 on day two, five on day three, and three on all other days at the end of the billing period, Genesys charges the maximum value reported to Genesys as 35 during the billing period. If no usage is reported, Genesys invoices the minimum committed licenses. For ramp or M2M billing, no amount is billed.

Note: A billing period does not start on the first day of the month and end on the last day of the month. Hence, the AppFoundry partners are requested to always report the total number of days and reports of all the days for the billing period. You do not sum or average on your own. Genesys’ billing engine performs the calculations within the billing period. For more details about the billing period, see

What does a vendor of a metered type of an ISV application report?

The AppFoundry vendors only report daily usage of the previous UTC day. The Genesys Cloud billing system completes all tabulation of usage data reported by the AppFoundry vendors applied to the customer subscription for regular invoicing and overage invoicing.

What happens if a vendor fails to report the metered usage?

Genesys always invoices the commitment on the subscription or the actual usage, whichever is greater. If no metered usage is reported or if even one day is missing, the customer is not invoiced for the missed usage. For a customer with a commitment, the customer is more likely to be invoiced for the minimum commitment. For a customer with MTM, the daily usage is not invoiced.

What is a ramp period?

A ramp period is defined as the time period between purchasing Genesys Cloud Services and the actual production use of the Genesys Cloud Services. During this period, AppFoundry offerings are billed according to actual usage rather than minimum customer commitments.

What is billed during the ramp period?

During the ramp period, AppFoundry offerings are billed based on the actual usage and not on customer commitment minimums plus overage. A standard ramp period is 120 days. However, this ramp period varies based on the customer’s use case.

For example, if a new customer commits to 10 licenses of product X, the ramp period is effective from the first month of the subscription. During the first month, the customer enables two users. Genesys charges the customer for only two users. Once the ramp period is over, the commitment or actual usage (aka overage), whichever is greater, is charged.

How is an AppFoundry vendor paid?

The AppFoundry team generates billing reports on a monthly basis as follows:

For North America (NA) billing is generated on Working Day (WD) 7.
For Europe, Middle East, and Africa (EMEA) billing is generated on WD3.
For Asia-Pacific (APAC) billing is generated on WD7.

The billing reports include calculated revenue shares for Genesys and the AppFoundry partner. The report includes all the partner products and services.

How does Genesys report revenue to AppFoundry vendors?

Genesys Finance (Revenue Team) validates and approves all revenue share calculations for AppFoundry vendors. Once approved, the AppFoundry team sends the billing reports to the respective partners via email. Genesys does not send out a purchase order along with the report. The AppFoundry Partner is required to generate an invoice based on the report and submit it to the Genesys Accounts Payable team (AP).

The regional email addresses are as follows:

The AppFoundry Partner Invoice does not contain items that are not listed within the report. Genesys does not accept items that are not listed in the supplied report. The AppFoundry partners are required to complete the US Standard W9 (Request for Taxpayer Identification Number and Certification) form and the Supplier Relationship Form and submit them to Finance Operations Procurement Support.

The accounts payable team validates, processes, and pays the invoices based on the terms (Partner Master Partner Agreement and AppFoundry Addendum) agreed with the partner.

How do I, as an AppFoundry vendor, invoice for the annual pre-pay customers?

Regardless of ISV application type (usage or metered), Genesys invoices the customer in the first month for the full twelve-month commitment. The standard billing reports reflect the invoice. Genesys Finance (Revenue Team) provides the invoice automatically each month to the AppFoundry vendors.
The AppFoundry vendors are requested to submit daily usage reports of their metered-type applications to calculate monthly overage. All overages, above the metered-type applications of customer usage beyond the customer’s monthly commitment, are invoiced and included in the monthly billing report.

What is Genesys Cloud’s fair use policy?

For more information about Genesys Cloud’s fair use policy, see API overage charge.

AppFoundry program detail FAQs

Does Genesys support perpetual licenses?

Starting Fiscal Year 2023, Genesys does not support perpetual licenses invoiced by Genesys. Each partner has to offer subscription-based licenses with technical support included in their pricing.

What are the criteria for an application to be rejected from listing in the AppFoundry?

The most common reasons for rejection are as follows:

The application does not work or does not use the most logical and appropriate point of integration.
The application has an out-of-date integration (something that does not work with the current version of Genesys or non-secure integration).

It is mandatory to build an ISV application integration. The AppFoundry partner has to provide and maintain up-to-date terms and conditions and data privacy terms for review and agreement by the user.

Can the AppFoundry partner sell the applications through their own sales channels in addition to the AppFoundry?

Yes, the partner can sell the application to an existing Genesys customer. In that case, the revenue share still applies.

What policy does AppFoundry have about free products? What commissions are payable to Genesys upon the installation of these applications through the AppFoundry?

Genesys reviews free ISV application submissions with the same process as paid apps.

Is there a fee for listing on the AppFoundry?

No, there is no listing fee, only a revenue share. For Genesys Cloud, Genesys performs only a sanity check of the application functionality and integration. Currently, Genesys does not perform a full security review. Hence, no charges apply.

The revenue share applies to the ISV applications invoiced by a partner for the following:

The partner sells directly to a prospect who is already a Genesys customer.
The partner makes a direct sale at a Genesys event after the prospect approaches Genesys at the event.
The partner sells directly to the prospect after being introduced to them by a Genesys salesperson or the AppFoundry portal.
The partner assists in the selling process with the prospect and invoices them for their solution after a Genesys salesperson approaches the partner for pricing and other details.
When a prospect approaches the partner, the partner interacts with the customer. However, the customer then involves the Genesys salesperson in the sale, and the partner invoices for their solution.

Can customers see other listings?

Currently, customers can view all available listings in the AppFoundry marketplace even when a reseller has enabled only specific applications. By using white-listing and greylisting, the resellers can control the applications that customers can purchase. Currently, there is no feature to hide non-selected listings from the customer view. For more information, see White and Grey lists do not hide other listings.

Are white and grey lists more than just Partner applications?

AppFoundry white and grey lists encompass both Partner applications and Genesys product solutions and professional services. The resellers using the marketplace can enable their customers to select from various offerings, including AI tokens, WEM add-ons, and other Genesys products. It creates a streamlined transactional marketplace where customers can access Genesys product solutions, professional services, and third-party solutions. For more information, see White and Grey lists are for more than just Partner applications.

Is the reseller responsible for collecting the revenue for whitelisted and greylisted applications?

Yes, resellers are responsible for collecting revenue for white- and grey-listed applications in the AppFoundry marketplace. When customers purchase applications, Genesys invoices the reseller, who then sends invoices to the customers. Resellers can add markup percentages to these invoices before sending them to customers. Resellers must ensure that they have proper systems in place to charge customers for particular products, including having the right SKUs. For more information, see Resellers must collect the revenue for white and grey lists applications.

Does the reseller charge for Genesys Cloud and any whitelisted/greylisted applications?

Yes, resellers are responsible for charging customers for both Genesys Cloud services and any whitelisted or greylisted applications purchased through the marketplace. When customers buy applications, Genesys sends the invoice to the reseller, who then bills the customer, potentially adding their own markup percentages. The AppFoundry marketplace enables resellers to offer Genesys product solutions, professional services, and third-party solutions in a streamlined manner. Resellers must ensure they have proper billing systems in place, including creating white/grey lists that determine which listings customers can purchase. For more information, see Resellers charge for Genesys Cloud and any white/grey listed application.

Does the reseller support the whitelisted/greylisted applications?

Yes, resellers must provide first-level support for whitelisted applications in the AppFoundry marketplace. This support requirement is fundamental to the whitelisting concept, as adding markup without offering value, including first-level support, diminishes the competitive advantage of products. For more information, see White list vs Grey list and Supporting Applications.

Does the reseller choose the best Listing Applications for your region?

Yes, resellers can curate offerings based on regional needs and language support, selecting applications best suited for their specific regions. This regional customization is crucial when considering language support requirements in different locations, such as regions with various language accents. Application partners in AppFoundry often possess regional expertise in North America, South America, Asia, Europe, and more. Through their curated marketplace, resellers can recommend top application partners most suitable for their specific region. For more information, see Listing Applications that are best for your region.

Do the white and grey lists in the AppFoundry promote self-service?

Yes, white- and grey-lists in the AppFoundry marketplace enable a fully integrated self-service process for customers to purchase applications. This system allows customers to self-serve by purchasing applications through their reseller’s marketplace, which contains only the applications the reseller has approved. The streamlined process simplifies the integration of third-party products into Genesys Cloud and automates billing mechanisms, making it convenient for both customers and resellers. Resellers can focus on adding value through services while the AppFoundry handles the technical aspects of integration and billing. For more information, see White and Grey Lists promote self service in AppFoundry.

Are the white and grey lists in the AppFoundry primarily for self-service?

Yes, white- and greylists in the AppFoundry marketplace are primarily designed for self-service transactions for customers to purchase products through a streamlined experience. Using these lists, resellers can limit application access and manage their customers in specific regions. Currently, customers can view all available listings in the AppFoundry marketplace even when a reseller has enabled only specific applications. The AppFoundry offers free trial capability for customers under the direction of Genesys Resellers. For more information, see White and Grey Lists are primarily for self service.

What happens if a reseller does not create a white or grey list?

If resellers do not create a white or grey list in the AppFoundry marketplace, their customers can not purchase or trial any applications. Resellers create these lists to determine the listings purchased by their customers and provide a better marketplace experience. For more information, see What if a reseller does not create a white or grey list.

Can the customers self-install Genesys Cloud features without white or grey lists?

No, customers cannot self-install Genesys Cloud features without white or grey lists, as these lists determine the type of listings to be purchased. The AppFoundry marketplace is designed for self-service transactions, enabling customers to purchase additional products through a streamlined experience. For more information, see Genesys Cloud features are impacted by the lists.

What do free trials in the AppFoundry mean, and how do they work?

Free trials in the AppFoundry allow customers to test features or applications in their development or test environments before committing to full implementation. When a free trial ends, it automatically converts to a month-to-month agreement. Customers can cancel the purchase at any time during the trial period or the monthly billing cycle. For more information, see The advantages of free trials in the AppFoundry.

What are the different kinds of listings in the AppFoundry?

The AppFoundry marketplace features three main types of listings, including Genesys product solutions, professional services, and Partner applications. Through the AppFoundry, customers can self-provision or self-purchase Genesys product services, including AI tokens or add-on features. While most professional services applications don’t offer free trials, Genesys add-ons such as WEM or AI tokens are mainly designed for customer self-service trials. For more information, see The different kinds of listing in the AppFoundry.

How do I manage my white and grey lists?

To manage white and grey lists in the AppFoundry, resellers must have access to a Genesys Cloud organization. Reseller organizations must get the necessary credentials and permissions for AppFoundry edits through an enterprise agreement. Once they receive the access rights, resellers can log into AppFoundry to perform actions, including greylisting, whitelisting, and defining custom terms. Reseller organizations are, in turn, associated with their customer organizations. For more information, see How to manage your white and grey lists.

How do I log into the AppFoundry?

To access the AppFoundry, users must have appropriate permissions and Genesys Cloud organization credentials, as AppFoundry is within Genesys Cloud. For resellers managing white and grey lists, they must have proper permissions enabled through an enterprise agreement in their Genesys Cloud organization. When purchasing a product in AppFoundry, users are automatically logged in with the credentials of the current organization that they are using. Without these appropriate permissions and credentials, users cannot make edits in the AppFoundry. For more information, see Logging into the AppFoundry to manage your lists.

How does the partner hub team work?

The AppFoundry Partner Hub team supports partners by handling vendor communication for the marketplace. Partners can create a support case with the Partner Hub team for assistance. Partners must provide specific information, including their reseller org ID, desired markup percentage for white-listed applications, and a contact email address for receiving notifications when customers sign up for free trials. The Partner Hub team plays a crucial role in facilitating access to Genesys customers, sales teams, and resellers. For more information, see The partner hub team and your lists.

What are enterprise agreements?

In the AppFoundry context, enterprise agreements are not legal agreements but rather a technical mechanism that enables resellers to receive necessary permissions for marketplace management. Once accepted, these agreements allow resellers to manage white and grey lists for their customers in the AppFoundry. The process involves Genesys Cloud sending an enterprise agreement that, once accepted, grants new permissions to the reseller’s Genesys Cloud organization. These agreements are different from partner agreements. The partner agreements are commercial agreements managed through legal teams. After acceptance, users gain access to a new Reseller menu in the AppFoundry interface for administering marketplace management activities. For more information, see The enterprise agreement for AppFoundry permissions.

Why can’t I see my AppFoundry app?

Be sure your app is fully configured. In some cases, you must configure the app as a custom client app. For more information about completing this configuration, see About Custom Client Application integrations.

How do I get help for an AppFoundry app?

Some premium apps in AppFoundry link to help topics in the Genesys Cloud Resource Center. Beyond that, support is provided in accordance with the sales model used to purchase the app. See Genesys AppFoundy sales models.