FAQs: Pricing and 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]

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]

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]

We added a new employee to our service two days before the end of a billing cycle.  Do you prorate this user?

Monthly user fees are not prorated. Adding users at the start of [More]

We have a user that upgraded from a Communicate license to a PureCloud contact center license during a billing cycle. How is this user billed?

This user is billed as a PureCloud contact center user for the [More]

What defines a billable concurrent user for PureCloud contact center services?

Concurrent users are available for PureCloud 1, 2, or 3 license types. [More]

What defines a billable named user for PureCloud services?

Anyone that logged in to the PureCloud service during the billing period [More]

How are users counted in PureCloud services, as named or concurrent? 

PureCloud 1, 2, and 3 can be licensed as either a named [More]

When are enablement service packages billed?

The enablement packages are billed as a one-time upfront fee after the [More]

When is hardware billed?

Contact your designated Customer Success Manager.

Why does my billing report show no cost?

If you purchase PureCloud through a Genesys partner, your billing report shows [More]

Why do I see both charges for both users and prepay users on my invoice?

If you have elected an annual subscription with monthly billing, we invoice [More]

How do I know which service period is included on my invoice?

The prepay users are invoiced in advance, or at the start of [More]

How is PureCloud billed during the ramp period?

During the ramp period, PureCloud users are billed using the committed or [More]

When does billing of our PureCloud services begin and end?

The billing period begins on the contract effective date (order date) and [More]

How do I read a PureCloud invoice?

See the video overview of How to read a PureCloud invoice. See the [More]