Billing and invoicing

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Genesys Cloud provides comprehensive billing and invoicing capabilities enabling ISV partners to monetize applications through flexible subscription management and automated billing systems. The platform implements feature gating via products, per-user access control through permissions, and application installation via branded installation cards, with billable licenses derived from unique permissions. Three primary subscription models support distinct billing structures. Pre-pay Annual bills all user licenses and metering commitments upfront, with monthly overage invoicing for usage-based and metered licenses, while non-usage-based licenses charge the full annual subscription as a single payment. Annual Month-to-Month bills monthly based on committed amounts, with overages tabulated and invoiced separately each month across all license types. Month-to-Month operates on actual usage with no minimum commitment, where customers pay only for resources consumed. Two primary ISV application types are available: ISV client applications, which are branded, pre-built applications in Genesys Cloud Admin UI that gate access by license, and Genesys Cloud Embeddable Framework applications designed for embedded integrations with external systems. ISV client applications support commitments, Month-to-Month, and on-demand usage types, while non-usage-based applications charge fixed monthly fees and metered applications are eligible for annual prepay commitments, month-to-month pricing, and on-demand usage. Three license types support billing calculations: usage-based licenses charged per user overage, metered usage-based licenses charged per unit of consumption beyond committed amounts, and non-usage-based licenses with fixed upfront fees. Vendors establish standard rates per unit for committed usage and on-demand rates, with commitments driving discount factors. ISV applications are co-terminus with Genesys Cloud subscriptions and sold exclusively through the Genesys Parts Catalog, with access enforced through unique permissions. Installation of ISV client applications occurs through the Integrations menu in Genesys Cloud Admin, while Genesys Cloud Embeddable Framework applications operate in external systems with installation tasks occurring outside Genesys Cloud through partner-supplied packages. Customers must maintain active ISV add-on subscriptions and appropriate license assignments before user access is enabled. Vendors are responsible for enforcing license permissions and preventing unauthorized application access, while AppFoundry partners are responsible for enforcing Genesys Cloud licensing within their applications.

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Genesys invoice

Genesys sells solutions categorized as an ISV application on Genesys Cloud. Genesys invoices Genesys customers via normal procedures and processes. Genesys Cloud sells only the ISV applications available within the Genesys Parts Catalog. AppFoundry ISV applications are added co-terminus to the Genesys Cloud subscription. For more information about Genesys Cloud Subscription, see Subscription Options.

Genesys Cloud

The ISV applications in Genesys Cloud are entitled to the following within Genesys Cloud: unique product(s), permission(s), license(s), branded installation card, and billing automation.

Genesys Cloud Product Management provides the following:

Product: Feature gating mechanism for installing your ISV application.
Permission: Gating mechanism, per user, for your ISV application.
Installation Card: Genesys Cloud installer of your ISV application.
License: Billable item in the Genesys Cloud Billing system derived from a unique permission per user of the ISV client application.

A few components or each component enable billing automation for your ISV application. Genesys Cloud enforces access to an AppFoundry Partners ISV application via the unique permission(s) provided to your ISV application.

Subscription options

The different types of subscription options are as follows:

Pre-pay annual

All Genesys Cloud user licenses or metering commitments, including your ISV application, are billed upfront based on the customer commitment per applicable item. Overages of user licenses or metered usage, including ISV applications, are tabulated monthly and invoiced monthly.

Sample calculation for usage-based license:

A customer has purchased a usage-based license for 10 users of the ISV Client application. If the customer uses 15 users for the month, then that customer is billed for the current month for five overage users.

Sample calculation for metered usage-based license:

A customer has purchased a metered usage-based license with a commitment for 1000 minutes and a commitment rate of $0.25 per minute. The customer is billed as follows:

Actual usage for the month = 1250 minutes for the month
Commitment (Paid up front) = $250 (1000 x $0.25)
Invoiced Amount for the Month = $62.50 (250 x $0.25)

Sample calculation for non-usage-based license:

If a customer has purchased a non-usage-based license, then that customer is billed upfront for the subscription term of the ISV application at the prepay annual price.

If a customer has purchased a fixed-price monthly ISV application at $100 per month, that that customer pays $1200 ($100 x 12 months) upfront for the use of the application.

Annual Month-to-Month

All Genesys Cloud user licenses or metering commitments, including your ISV application, are billed monthly based on the customer commitment per subscription item. Overages of user licenses or metered usage, including ISV applications, are tabulated monthly and invoiced monthly.

Sample calculation for usage-based license:

Sample calculation for metered usage-based license:

A customer has purchased a metered usage-based license with a commitment for 1000 minutes and a commitment rate of $0.25 per minute. The customer is billed as follows:

Actual usage for the month = 1250 minutes for the month
Invoiced Amount for the Month = $312.50 ((1000 x $.025) + (250 x $0.25))

Sample calculation for non-usage-based license:

If a customer has purchased a non-usage-based license, then that customer is billed monthly for the subscription term of the ISV application at the annual Month-to-Month price of $110 per month.

Month-to-Month

All Genesys Cloud user licenses or metering commitments, including your ISV application, are billed monthly based on the actual usage. In this billing model, the customers do not have a monthly commitment.

Sample calculation for usage-based license:

A customer has purchased a usage-based license. If the customer has zero usage, then that customer is billed for zero usage. If 15 user licenses are used within a month, then that customer is billed for 15 users.

Sample calculation for metered usage-based license:

A customer has purchased a metered usage-based license. The customer is billed as follows:

Actual usage for the month = 1250 minutes for the month
Invoiced Amount for the Month = $412.50 (1250 x $0.33)

Sample calculation for non-usage-based license:

If a customer has purchased a non-usage-based license, then that customer is billed monthly for the subscription term of the ISV application at the Month-to-Month price of $115 per month.

Note: Genesys on-demand pricing for customers with annual pre-pay or annual month-to-month pricing equals the rate of their committed licenses. Genesys does not charge an ISV rate for on-demand usage.

Monetization Options

The ISV applications are add-on items to a Genesys Cloud subscription that streamline or automate monetization and are invoiced on the customer’s normal billing cycle. The two main types of ISV applications are as follows:

ISV client applications: These applications are branded, pre-built applications in Genesys Cloud Admin UI (Admin - > Integrations - > Add New), which gate access for users by Genesys Cloud licenses. The ISV client applications run inside Genesys Cloud for seamless user experiences.
Genesys Cloud Embeddable Framework applications: The embeddable framework speeds up the creation of embedded client integrations that extend Genesys Cloud to be integrated with other applications, including CRMs, ERPs, or other web applications.

Note: The ISV applications are only available for purchase from Genesys.

ISV client applications—usage type: commitments, Month-to-Month (MTM), and on-demand

The ISV client applications—usage type (aka usage applications) is eligible for subscription commitments on annual prepay and annual MTM subscriptions. When users log in to Genesys Cloud, Genesys tabulates the usage of a vendor’s application by the presence of the vendor’s unique license(s) during the customer’s monthly billing period. For month-to-month subscriptions, Genesys does not bill for any usage of your ISV application where a unique permission is not applied to a user. Each vendor of a usage application is solely responsible for enforcing their Genesys Cloud license(s) for accessing their application. If a user does not have the application permission, the user must not have access to or use your application. To support the commitments of the usage application, AppFoundry vendors are responsible for setting the following prices:

Standard rate: Price per unit based on committed usage.
On-demand usage: Billed at the committed per-unit price.

Note: Commitments are the driving factor in discounts.

ISV client applications—non-usage-based type

Based on the presence of the ISV application on the Genesys Cloud subscription, Genesys bills for the usage of the ISV Application on a fixed monthly fee.

ISV client applications—metered type: commitments, MTM, and on-demand

ISV client applications—metered type (aka metered application) are eligible for subscription commitments on annual prepay and annual MTM subscriptions. The vendors tabulate usage of their metered application. For month-to-month subscriptions, Genesys does not bill for any usage not reported for your ISV application. MTM subscriptions are not eligible for commitments and are billed only for the usage at the non-committed rate. To support the commitments of the metered application, AppFoundry vendors are responsible for setting the following prices per metered unit:

Standard rate: Price per unit based on committed usage.
On-demand usage: Billed at the committed per-unit price.

Note: Commitments are the driving factor in discounts.

AppFoundry partner responsibility

For an ISV application to be installable or usable, a customer must have an active subscription for the ISV add-on. Upon a fully amended customer subscription, the unique permission (license, if associated in Genesys Cloud Billing Services) of the application is available for user assignment. Once purchased, the two main types of ISV applications are as follows:

ISV client applications: These applications are visible and installable within the Integrations menu (Admin > Integrations > Add New) in Genesys Cloud.
Genesys Cloud Embeddable Framework applications: These applications are not visible in the Integrations menu in Genesys Cloud. These types of add-ons run in external systems and not in Genesys Cloud. The customers administer the unique permissions of the ISV application within Genesys Cloud for access control. The installation tasks of these ISV applications occur within the external application, including CRM. Each AppFoundry partner supplies this installation package to the customer outside Genesys.

The AppFoundry partner is responsible for enforcing the Genesys Cloud license within their application. The customers are responsible for applying the Genesys Cloud license to their applicable users. The graphical representation of the quote-to-payment process is as follows:

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Billing and invoicing

Series: AppFoundry

Genesys invoice

Genesys Cloud

Subscription options

Pre-pay annual

Annual Month-to-Month

Month-to-Month

Monetization Options

ISV client applications—usage type: commitments, Month-to-Month (MTM), and on-demand

ISV client applications—non-usage-based type

ISV client applications—metered type: commitments, MTM, and on-demand

AppFoundry partner responsibility

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