This guide covers how to manage customer subscriptions, including upgrades, downgrades, renewals, and cancellations within the Partner Portal.

Subscription Lifecycle

Every customer subscription follows this lifecycle:

Provisioned --> Active --> Renewal / Upgrade / Downgrade --> Active
                  |
                  +--> Suspended --> Reactivated / Canceled

Viewing Subscriptions

Navigate to Licensing > Subscriptions to see all customer subscriptions:

• Status -- current subscription state.
• Plan -- license model and tier.
• Billing cycle -- monthly or annual.
• Usage -- current usage against plan limits.
• Renewal date -- next billing or renewal date.
• Auto-renew -- whether the subscription auto-renews.

Use filters to sort by status, plan type, or renewal date range.

Upgrades

Upgrading a customer's subscription increases their plan tier or switches to a higher-capacity model.

How to Upgrade

1. Navigate to Licensing > Subscriptions.
2. Click on the customer's subscription.
3. Click Change Plan.
4. Select the new plan tier or model.
5. Review the proration summary -- the system calculates the cost difference for the remainder of the current billing period.
6. Confirm the upgrade.

Proration Rules

• Monthly billing -- the cost difference is prorated for the remaining days in the current month and added to the next invoice.
• Annual billing -- the cost difference for the remaining months is invoiced immediately or added to the next billing cycle, depending on your billing preference.

Downgrades

Downgrading reduces the plan tier or switches to a lower-capacity model.

How to Downgrade

1. Navigate to Licensing > Subscriptions.
2. Click on the customer's subscription.
3. Click Change Plan.
4. Select the lower plan tier or model.
5. Review the impact assessment -- the system checks whether the customer's current usage exceeds the new plan's limits.
6. If usage exceeds the new limits, you must reduce assets or adjust the configuration before the downgrade can proceed.
7. Confirm the downgrade.

Downgrade Timing

• Monthly billing -- the downgrade takes effect at the start of the next billing period.
• Annual billing -- the downgrade takes effect at the next renewal date unless the customer is within the first 30 days of the annual term (in which case, immediate downgrade with prorated credit is available).

Renewals

Auto-Renewal

By default, subscriptions are set to auto-renew:

• Monthly -- automatically renews on the first day of each month.
• Annual -- automatically renews on the anniversary of the subscription start date.

A renewal reminder is sent to the Partner Admin 30 days before annual renewals and 7 days before monthly renewals.

Manual Renewal

To disable auto-renewal:

1. Navigate to Licensing > Subscriptions > [Customer].
2. Toggle Auto-Renew to Off.
3. The subscription will remain active until the end of the current billing period, then move to Expired status.

To manually renew an expired or expiring subscription:

1. Click Renew on the subscription detail page.
2. Choose the same or a different plan.
3. Confirm payment or billing method.
4. The subscription returns to Active status.

Cancellations

Partner-Initiated Cancellation

1. Navigate to Licensing > Subscriptions > [Customer].
2. Click Cancel Subscription.
3. Select a cancellation reason from the dropdown.
4. Choose whether to cancel immediately or at end of billing period.
5. Confirm the cancellation.

Post-Cancellation

• Scheduled scans are stopped.
• Customer and analyst access to the tenant is revoked.
• The allocated license is returned to your partner pool.
• Data is retained for 90 days (configurable) and then archived.

Billing History

View complete billing history under Licensing > Billing History:

• Invoice date, amount, and payment status.
• Breakdown by customer and plan.
• Download individual invoices as PDF.
• Export the full billing history as CSV for your accounting systems.

Usage Alerts

Configure usage alerts to avoid unexpected overages:

Alerts are configured per customer under Licensing > Alerts.