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Subscription and Licensing FAQ

Last Update: 7/21/2017 11:35 AM
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​​​​​​​​​​To manage services for your customers, you purchase subscriptions that allow you to migrate user data and provide services on a continuing basis. For a small set of services not covered by user subscriptions, you can purchase single-use licenses.

 For more information: See also the Pricing page at https://www.bittitan.com/mspcomplete/pricing/​ and the Get Started page at https://www.bittitan.com/mspcomplete/get-started/.

Subscriptions and Licenses

How do I license services using MSPComplete?

MSPComplete provides three ways to purchase services for your customers:

  • Subscriptions are for services you perform for your customers' users, such as mailbox migrations and on-going tasks like password resets. They are valid for one year with an option to renew.
  • Licenses are for one-time services such as public folder migrations. If you have used MigrationWiz, you will be familiar with licenses.
  • Premium Services are features that incur additional one-time licensing fees or add-on subscription charges.
Do I need one subscription, or several?

You must purchase one subscription for each user that you manage. For exam​ple, to migrate 500 mailboxes and personal documents to Office 365, you purchase 500 subscriptions, one for each of the customer's employees. Each license covers the data migration and your ongoing​ management services for that user for one year.

Is there a minimum or maximum number of subscriptions that I can purchase for a customer?
​No. You can purchase a single subscription, or as many as you need for that customer.

What happens to my MigrationWiz licenses?

You can still use valid MigrationWiz licenses with MSPComplete. To manage user services, however, you'll need to convert to subscription licensing. If you have a significant number of MigrationWiz licenses and would like to trade them in for MSPComplete subscriptions, contact your sales representative.

If I perform only migration tasks, do I still need to purchase user subscriptions?

That depends on the migration. Migrating individual mailboxes and documents requires a subscription for each user. Migrations that do not involve individuals, such as public folder migrations, require single-use licenses.

Why do I need subscription licenses if I'm planning to manage users through the Office 365 portal?

An end-to-end management system for cloud-based services, MSPComplete provides many automated services for migrating and managing data. BitTitan constantly adds new services to MSPComplete, allowing you to do far more than is possible through the Office 365 administration portal.

How much does each subscription or license cost?

Contact your sales representative for pricing. Once you are using MSPComplete, the interface lists the prices for each subscription or license you buy. You will always know exactly how much you are paying.

Are there service limits on subscriptions?

There is no limit to the number of services that you can perform for a subscribed user. There is a limit of 150GB per subscriber per year for data migration and on-going services covered by the subscription. Yearly services for most users should fall well below this, but if you are planning a project that may exceed the limits, please contact your sales representative. This limit does not apply to Premium Services, which are licensed separately.

What are Premium Services?

Premium Services, which incur separate licensing fees, supplement the services covered by standard subscriptions. Examples of Premium Services include:

  • HealthCheck for Azure, a single-use license
  • Concierge, an additional fee for existing subscriptions
  • Archive Migration Service (AMS), a single-use license

Tip: You can view the Premium Services and prices by clicking the purchase icon in the top navigation bar of MSPComplete.


 

Purchase Process

How do I purchase subscriptions or licenses?

You can purchase licenses and subscriptions directly from BitTitan by entering a credit card number in the MSPComplete interface. You can also purchase them through a distributor, who will issue you a coupon code that you can redeem through the interface.

How do I know what subscriptions and licenses I need to buy?

MSPComplete validates the services you provide against the licenses and subscriptions you have purchased. If you need to acquire additional licenses or subscriptions, the interface tells you exactly what you need to obtain and guides you through the process of purchasing the items.

How am I billed for subscriptions and licenses charged to a credit card?

BitTitan bills you daily for all purchases made that day. For example, if you buy 30 subscriptions in the morning and 20 in the afternoon, you will be billed a single sum for 50 licenses that day. MSPComplete retains your credit information so you do not have to re-enter billing information for each transaction.

Can I be sent an invoice for charges every month?

Yes, you can set up alternate payment terms, such as monthly invoicing, through BitTitan or your distributor. Contact your sales representative for more information.

What payment methods are available?

All major credit cards are accepted. PayPal is not accepted.

What currencies can I use?

For credit card purchases, the following currencies are supported:

  • United States Dollar (USD)
  • Euro (EUR)
  • British Pound (GBP)
  • Japanese Yen (JPY)
  • Canadian Dollar (CAD)
  • Australian Dollar (AUD)
Can I purchase subscriptions using different credit cards?

Yes. Within MSPComplete, you can define workgroups that bill purchases for different sets of customers to different credit cards. For details about the requirements for using workgroups, refer to the People article.

Are there volume discounts for subscriptions?

Yes. When you purchase subscriptions through BitTitan, your cost for each subscription goes down after you reach a certain number of subscribers. Your sales representative can explain the thresholds that qualify you for lower pricing. In short, the more subscriptions you buy, the lower the price you pay for new subscriptions. If you purchase subscriptions through a distributor, contact the distributor for information about volume discounts that may be available. 

When does a new subscription or license take effect?

Subscriptions and licenses are valid shortly after you confirm the credit card purchase or redeem the distributor coupon. The one-year subscription period for subscriptions begins then. For this reason, you should purchase subscriptions as you go when using a credit card, or redeem distributor coupons shortly before you begin to deliver services.

Can I purchase a site license that covers all users for a customer regardless of number?

No. Licenses and subscriptions are sold on a per-task or per-user basis only.

Are trial subscriptions available?

Yes, each workgroup receives three limited-use subscriptions that expire 45 days after the workgroup is created. (The default workgroup is created when you initially register for MSPComplete.) You can use these licences for testing MSPComplete or for training your IT employees. Migrations of user data with trial licenses is limited to 5MB of data transfer or 10 total folder items.

Can I transfer a subscription from one user to another?

No. Each subscription covers one specific user for one customer. If a customer's employee resigns and a new employee is hired, you purchase a new subscription for the new employee. You then change the first employee's subscription so that it does not renew.

How do I cancel a subscription if I no longer manage services for that user?

You cancel the renewal but not the active subscription. Subscriptions are paid up front. If a user leaves your customer's employment within the subscription period, you simply do not renew the subscription.

Do I need to purchase subscriptions for my IT workers who deliver the services for my customers?

No. The IT personnel who use MSPComplete to perform services on behalf of customers do not require subscriptions.

Who can purchase licenses and subscriptions?

An MSPComplete member must have administrator privileges to set up credit card billing information. A member must have administrator or manager privileges to purchase subscriptions and assign them to customer users. Members with agent privileges ​cannot purchase subscriptions using the workgroup credit card, but they can assign subscriptions already purchased through a distributor. For more information about member roles and privileges, refer to the People article.

How do I find the status of my subscriptions and licenses?

The MSPComplete interface informs you of upcoming auto-renewals and expirations. Select the appropriate workgroup in the left navigation pane and click Settings. In the main pane, click the Subscriptions tab. For details, read the Subscriptions article.

Do I need to purchase subscriptions before bringing a customer onboard?

No, but you will need to purchase subscriptions before you can deliver services. For example, you can set up user records by uploading a CSV file. If you want to review and edit the records first, you upload them as "inactive." You can purchase subscriptions after you have made the necessary changes.

Can I buy bulk subscriptions in advance?

Yes. You can purchase licenses and subscriptions in advance from a distributor. When purchasing licenses from BitTitan using a credit card, it is better to buy subscriptions as you need them. For example, if you buy 100 subscriptions in January and do not assign 20 of them to users until March, you will not get a full year of benefit from those 20 subscriptions because they will expire in January of the next year.

Are refunds available for subscription and license purchases?

Yes. You can request a refund if the following requirements are met:

  • It’s been over 24 hours since the original purchase.
  • It’s been less than 15 days since the original date of purchase.
  • You used a credit card for the purchase.
  • You haven’t consumed the licenses on a project or assigned and performed services with the subscriptions.​

For more information: Refer to the subscriptions article for subscription refunds or the licenses article for license refunds.​ 


Subscription Renewal

How long are user subscriptions valid?

Each user subscription is valid for twelve months to the end of the month. For example, if you purchase a subscription on January 15, it is valid until January 31 of the following year.

What happens when the subscription ends?

Unless you turn off the automatic renewal feature for the user in the MSPComplete interface, each subscription automatically renews using your standard billing procedure.

How do I delete subscriptions for users no longer employed by my customer?

Rather than deleting a subscription, you set it not to renew. The number of active subscriptions affects the price for new subscriptions and renewals. Suppose that one of your customer's employees resigns after six months. The subscription remains valid for the next six months, and if you were to delete it, it would not count toward discounts you're eligible to receive during those final six months. If you do not want to view the user record any longer, you can archive the record.

How do I prevent a subscription from renewing?

In the MSPComplete interface, select the appropriate workgroup in the left navigation pane and click Settings. In the main pane, click the Subscriptions tab. Find the user in the subscriber list, click that user row, and choose Disable Auto-renew from the context menu. When the expiration date is reached, you will not be charged for the subscription again.

For more information: Refer to the Subscriptions​ article.

Is each subscription purchased through BitTitan renewed at the original purchase price?

Not necessarily. As your subscribe user base grows, you may enter a new pricing tier that lowers the price for both new subscriptions and renewals, based on your current average price per subscribed user. Conversely, if your subscribed user base falls, you may pay a marginally higher rate for renewing some subscriptions, but not for all of them.

How are subscription renewals billed?

Renewals are billed the same way as new subscriptions. Depending on your payment terms, your credit card will be charged or you'll receive an invoice.

Do one-time licenses for projects like public folder migration automatically renew?

No. Licenses for one-time services expire automatically. With public folder migrations, for example, you purchase a separate license for each migration. Each license expires once the migration completes.

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