FAQs

ISV Applications are third party integrations for Genesys Cloud where the third party has integrated with Genesys Cloud’s billing system. ISV Applications are quotable by Genesys Sales and Genesys Resellers within the Genesys Quoting tool. Once the ISV App is setup within the Genesys Parts Catalog it is quotable independently from the AppFoundry Partner, increasing the importance that ISV Applications follow all standards. ISV Applications are additions to Genesys Cloud subscriptions, where usage fees are billed in accordance with the customer subscription. ISV Applications are not installable or usable until the subscription of the customer is fully amended.

How can a customer order a ISV App?

There are a few ways to order an ISV Application:

On AppFoundry (Free Trial) - Any ISV application, enabled for Free Trials, may be quickly added by an authorized user on AppFoundry after authentication. Free Trials are purchases with a future bill date of one month from the Free Trial activation. A Free Trial is a Month-to-Month (MTM) subscription without a commitment, allowing customers to cancel at any time in the app.
On AppFoundry (Purchase) - Any ISV application, enabled for Purchase, may be quickly added by an authorized user on AppFoundry after authentication. Purchases are activated immediately on the customer subscription. Purchases are a Month-to-Month (MTM) subscription without a commitment, allowing customers to cancel at any time in the app.
Sales Assisted - Genesys Sales Representatives and Authorized Genesys Resellers can assist any customer with an AppFoundry purchase or Free Trial.

Can a ISV Application be offered without a Free Trial?

Yes - Free Trials are not required to be offered by AppFoundry Partners.

Can a Free Trial be extended?

Yes - Free Trials may be extended with the assistance of a Genesys Sales Rep and consent of the AppFoundry Partner.

What is required for a Free Trial?

An active subscription of Genesys Cloud is required for a Free Trial.

What happens after a Free Trial ends for Customers?

Free Trials initiated on AppFoundry are Month-to-Month (MTM) purchased subscriptions with a 'do not bill before' date of one (1) month of the purchase. This type of purchase may be cancelled at any time within Genesys Cloud (Note: Once moved to a committed subscription, they cannot be cancelled in the app). In month two (2), usage will be prorated to line up the delta of time between the Free Trial start and the normal subscription anniversary. Month 3 usage of the ISV Application will be in-line with normal subscription usage.

How are AppFoundry Partners notified of Free Trials or Purchases on AppFoundry?

In either case (Free Trial or Purchase) the customers subscription of Genesys Cloud is amended. The Genesys Account owner and/or Genesys Reseller are notified of the subscription amendment, along with the AppFoundry Partner of the application.

What is the significance of Genesys Cloud License Enforcement?

ISV Client Applications - Usage Type leverages the Genesys Cloud Billing / License services. Genesys Cloud Licenses are provided to AppFoundry Partners for these types of ISV Applications. Enforcement of the Genesys Cloud License provided by the AppFoundry Partner within their product/service/offering is critically important for accurate invoicing of the ISV Application. Genesys will not be responsible for any billing conflicts where the provided Genesys Cloud License is not enforced.

What are the different commitment options?

Customers can order Genesys Cloud Licenses as Named users, Concurrent users and Metered items. The standard Sales model is a Named License with an annual Pre-Pay. For an annual subscription with a month-to-month payment, Genesys charges 5% extra. For a monthly commitment with a monthly payment, Genesys charges approximately 20% extra.

Named Licensing: One named license can be assigned to a single user at any given time. Any user logging into Genesys Cloud with an assigned named license will be billed. If more users log in using a named license during the billing cycle than have been purchased, overage charges with Month-to-Month (M2M) pricing will apply.
Concurrent Licensing: Multiple users are assigned concurrent licenses. Customers are charged for the maximum number of logged in users with concurrent licenses during a billing cycle. Durations of less than 30 minutes are disregarded to support shift changes. If more users log in using a concurrent license during the billing cycle than have been purchased, overage charges with Month-to-Month (M2M) pricing will apply. Concurrent usage is being offered for an addition of approximately 30%. Details are defined here.

If a customer has a Annual Prepay subscription, which price rate is being charged monthly during Ramp? Is it M2M or annual prepay?

During Ramp Period, Genesys charges the price as defined in the committed pricing. In the case of Annual Prepay, Genesys charges pricing based on Annual Prepay.

What options exist for ISV Client Applications - Metered Type?

There are two (2) options for Metered Type applications:

Metered Sum - Reported daily usage will be added to the running summation of the customer's monthly billing cycle. Upon the end of the monthly billing cycle, the total will be evaluated against the customers commitment. The greater of the actual use or commitment will be billed. In the case of Month-to-Month (MTM) subscriptions or Ramp Period usage, the actual usage will always be billed.
- Example: If a partner reports day 1 usage = 10, day 2 usage = 20, and day 3 usage = 5, all other days =0 then at the end of the billing period Genesys charges 35 because that was the total summation of all of the daily values reported to us during the billing period.
Metered High-Water Mark - Reported daily usage will be discarded if the usage amount does not exceed the highest reported value for the month. A daily report, where the new high-water mark is reported, will become the billable usage value for the month. The greater amount between the high-water mark usage or commitment will be billed. In the case of Month-to-Month (MTM) subscriptions or Ramp Period usage, the high-water mark usage amount will always be billed.
- Example: If a partner reports day 1 usage = 10, day 2 usage = 20, day 3 usage = 5, all other days usage = 3, then at the end of the Billing Period Genesys charger 20 because that was the maximum value that was reported to Genesys during the monthly billing cycle. If nothing is being reported, Genesys will invoice the minimum committed licenses. During Ramp or M2M billing, nothing would be billed.

Please note a billing period is not necessarily starting from Month 1st and lasts to this month last day, hence it’s important you always report the total of the previous day, so that we have all reports of all days within the billing period. Do not sum or average on your own. Genesys' billing engine performs the mathematics within the billing period. Here’s a description of the billing period here.

What is reported by a vendor of a Metered Type of ISV Application?

Vendors should only report daily usage of the previous UTC day. The Genesys Cloud Billing Systems complete all tabulation of usage data reported by AppFoundry vendors applied to the customer subscription for regular invoicing and overage invoicing.

What happens if a vendor fails to report Metered Usage?

Genesys always invoices the greater amount between the commitment on the subscription or the actual usage. If no metered usage is reported or if even one day is missing, that customer will not be invoiced for the missed usage. In the case of a customer having a commitment, they will be more likely to be invoiced for the minimum commitment. If the customer is Month-to-Month (MTM), then the daily usage will not be invoiced.

What is a 'Ramp Period'?

A Ramp Period is a time period between the purchase of Genesys Cloud services and the actual Go-Live of production use of Genesys Cloud services. During this period, AppFoundry offerings are billed based on actual usage, not customer commitment minimums.

What is billed during the Ramp Period?

During Ramp Period, AppFoundry offerings are billed based on actual usage, not customer commitment minimums plus overage. A standard Ramp Period is 120 days, however this may vary based on the customer use case.

Example: A new customer commits to 10 Licenses of Product X. The Ramp Period is in effect for the first month of the subscription. During the first month, the customer enables two users. Genesys will charge the customer for only two users. Once the Ramp Period is over, the greater amount between commitment or actual usage (aka overage) will be charged.

How is an AppFoundry vendor paid?

The AppFoundry Team generates Billing reports on a monthly basis: for North America (NA) on Working Day (WD) 7; Europe, Middle East and Africa (EMEA) on WD3; and for Asia-Pacific (APAC) on WD7. Billing reports include calculated revenue shares for Genesys and the AppFoundry Partner. The report includes all Partner Products and Services.

How does Genesys report revenue to AppFoundry vendors?

Genesys Finance (Revenue Team) validates and approves all revenue share calculations for AppFoundry vendors. Once approved, the AppFoundry Team sends Billing reports to the respective partners via email. Genesys does not send out a Purchase Order along with the report. The AppFoundry Partner is required to generate an invoice based on the report and submit it to the Genesys Accounts-Payable Team (AP). Regional email addresses are supplied below. The AppFoundry Partner Invoice must not contain items that are not listed within the report. Items not in the suppled report cannot be accepted by Genesys. AppFoundry Partners are required to have completed the US Standard W9 (Request for Taxpayer Identification Number and Certification) form as well as the Supplier Relationship Form. Both must be submitted to Finance Operations Procurement Support.

The Accounts Payable Team(s) validates, processes and pays the invoices based on agreed terms (Partner Master Partner Agreement and AppFoundry Addendum) with the partner.

How do I as an AppFoundry vendor invoice for Annual Pre-Pay customers?

Regardless of ISV Application type (Usage or Metered), Genesys will invoice the customer in the first (1st) month for the full twelve (12) month commitment. This invoice will be reflected in the standard Billing reports Genesys Finance (Revenue Team) provides to AppFoundry vendors automatically each month. AppFoundry vendors are still required to submit daily usage reports for Metered Type applications for overage calculations monthly. All overages above the Metered Type applications of customer use beyond the customer’s monthly commitment are invoiced and included in the monthly Billing Report.