FAQs: Billing

Can we change from a concurrent license to named user license model, or vice versa?

It is possible to change your license model from concurrent users to [More]

When does my PureCloud subscription start?

Your PureCloud subscription term begins immediately after the ramp phase. 

How does hourly billing work?

All feature functionality remains the same as the PureCloud 1, 2, or [More]

When porting over a toll-free or DID number, is there still a NRC and MRC charge for those numbers?

Yes. If numbers are ported to PureCloud, there is a one-time NRC [More]

What currencies can we pay with?

We currently accept the Australian Dollar (AUD), Brazilian Real (BRL), Canadian Dollar [More]

I’m not the billing contact for our company. Can I have billing statements automatically sent to someone else?

Yes. Contact purecloud-invoicing@genesys.com to initiate a billing contact change.

How do I cancel a paid subscription?

Please contact your Customer Success Manager to assist with any service changes.

Can I pay my invoice by Credit Card?

Currently customers in the US can now conveniently pay some invoices online [More]

Which payment methods are accepted, and what are your payment terms?

We accept ACH/EFT, wire, or check. Our payment terms are net 30 [More]

How frequently will I receive an invoice?

All non-recurring charges are invoiced immediately after your order is placed. Invoices [More]

How do we order more hardware such as phones?

Please contact your PureCloud sales team (direct or partner) for new hardware [More]

Where can I find your Service Level Agreements?

Service level agreements are applicable only for paid services. You can find [More]

Where can I find your terms and conditions?

You can find them at Terms and Conditions.

How do we receive an initial quote for a new service?

Contact CloudSales@genesys.com.

How do we order an upgrade to our service?

Contact CloudSales@genesys.com.

What are Basic Routing/IVR usage, API usage, and Data Storage charges?

Each PureCloud plan includes a fair use allotment of basic routing/IVR usage, [More]

How do we downgrade our service?

Contact your designated Customer Success Manager.

Does your pricing for PureCloud and PureCloud Voice include applicable taxes?

No. Our fees do not include any taxes, levies, duties, or similar [More]

What are the PureCloud Voice outbound international calling rates?

Refer to the PureCloud Voice pricing article for details.

What is the PureCloud Voice pricing for the U.S. and Canada?

Refer to the PureCloud Voice pricing article for details.

Can we purchase additional instances of the PureCloud service to use for development, QA, or training environments?

Yes, you can create more accounts that are treated and billed just [More]

How can we see our usage statistics for the current billing period?

After a subscription has been purchased, any admin with the ‘billing subscription’ [More]

Our team has several non-active user accounts. We don’t want to delete or disable them. Do we still have to pay for them?

No. As long as those users do not log in during the [More]

We deleted a user account for a team member midway through a billing period.  How does that affect our subscription?

The deleted user counts for the current billing period. We do not [More]

Is there a fee for each of the “people” listed in the directory?

No. We only bill for users that log in to the desktop, [More]