Partners and billing

The Billing page shows what your organization is being charged. If your organization is a managed service provider (MSP) that runs AINOW for its own customers, the portal adds a Customers page and a Pricing page, and Billing gains a section for your customers. Everything on this page after the invoice section applies to MSPs only.

Reading your invoice

Billing opens for administrators and for members with the Billing viewer role. It shows the invoice for the current month, under a heading with the period. A label beside it reads Estimate (in progress) while the month is running, and Final once the period has closed. Charges build up through the month, so the total is final only then.

Each line shows the Item, Qty, Unit and Amount, with a Total at the bottom. Which lines appear depends on your plan and what you use:

• Platform fee — the monthly fee for your plan. If you are on a plan tier, the line names it.
• Channel lines — one line per kind of channel you run, such as Email channel (monthly), with the number of channels as the quantity.
• Integrations (connected) — the integrations you have connected and active.
• AI Command Center (monthly) — when your plan includes it.
• AI consumption (ACU) — your AI usage, measured in ACU.

A plan tier includes an amount of ACU each month. On a tiered plan, the consumption line adds a note showing how much you have used, how much is included, and how much is billable. Only the billable amount is charged. To set limits on consumption, use the Quotas page.

If a managed service provider runs your workspace, your Billing page shows the prices your provider set, and your provider is the one to ask about your plan.

Your customers on the Billing page

An MSP's Billing page has two parts.

Your own invoice comes first. It lists your own workspace's lines, then the lines for each of your customers. Every customer line starts with Customer and the customer's name, so you can see what each one adds to your invoice.

Below it, Your customers — this period is a Reporting view of each customer's own invoice for the current period:

1. Each row shows the Customer, whether its invoice is an estimate or final under Status, and its Total. A customer you are removing also shows Removing.
2. Open Line items under a customer to see its invoice line by line, as that customer sees it.
3. At the bottom, subtotals for Subscriptions, Consumption and Adjustments lead to the Consolidated total.

Each customer keeps its own invoice; this section gathers them in one place for your book of business.

Adding a customer

The Customers page lists the workspaces you run for your customers, with each one's Status, Tier, Chat address and activity over the last 30 days.

1. Under Add a customer, enter an Identifier: lowercase letters and numbers, 2 to 31 characters, starting with a letter. It is permanent.
2. Enter a Display name, the name shown in reports and headers.
3. Select Add customer.

The row shows Provisioning while the workspace is set up, then Active. Each customer gets its own chat address, which is where its people reach Zoe, and the Chat address column follows its progress until it shows Active. If an address shows Failed, select Retry; for anything else, contact AINOW.

An administrator of your MSP workspace can select Manage on an active customer to open that customer's portal and administer it. The new customer starts on the default tier you set on the Pricing page.

If you have the Pricing management role, the Posture column also lets you turn the AI Command Center on or off for a customer with License and Unlicense.

Setting customer prices

The Pricing page is where you decide what your customers pay. It opens for administrators and for members with the Pricing management role.

Your resale prices are your defaults for every customer. You can set a price for each plan tier, channel, connected integration, AI consumption and the AI Command Center.

1. Enter your price for each item. Where a field shows a minimum, a lower price is refused. A field left blank uses the minimum.
2. Under Default tier for new customers, choose the tier customers you add start on.
3. Select Save prices. Discard changes drops anything you have not saved, and the page shows who last saved it and when.

Customer pricing lists your active and suspended customers:

• Use the Plan tier menu on a row to choose that customer's tier. It saves as soon as you change it.
• Select Set prices to give one customer its own prices. Blank fields keep your defaults, and each field shows its minimum for that customer. The row then shows Custom pricing instead of Uses your defaults.
• To undo that, open Set prices again and select Use your defaults.

A customer sees its charges on its own Billing page.

Removing a customer

Removing a customer closes its workspace straight away and permanently deletes it after a retention window, which leaves you time to hand its data over or change your mind.

1. On the Customers page, select Remove on the customer's row.
2. Read the dialog. Removing a customer blocks all access immediately, keeps its database intact for 30 days, then permanently deletes the database and all personal data. Billing history is retained.
3. Leave Generate a customer data export first (recommended) ticked if you want an archive to hand over.
4. Enter an audit note saying why, type the customer's identifier, and confirm.

The customer now shows Removing, with a row beneath it that tracks progress:

• Customer export shows queued, running, ready or failed. If it failed, select Retry export.
• When the export is ready, use Download database dump and Download customer ZIP. The archive stays downloadable for one year.
• A countdown shows the days until permanent deletion.
• Deletion waits for the export to finish, and for AINOW to close the customer's final billing period. The row says so when either is holding it up.

Changing your mind

Within the 30 days, select Cancel removal, enter a note, and confirm. The customer comes back immediately with the status it had before. Its channels stay disabled until an administrator turns them back on. Cancel removal disappears once deletion has started.

Once deleted, a customer shows Removed and moves behind Show removed customers. You can still download its archive from there until the year is up.

Discarding a customer that never finished setup

If a customer shows Provisioning failed, Remove discards it instead. There is nothing to export and no 30-day window: it is deleted right away, this cannot be cancelled, and its identifier cannot be reused. The dialog still asks for a note and for the identifier.

Who can do what

Administrators of your MSP workspace can do everything on this page. To give someone one part of it without making them an administrator, tick a role in the Roles column on Settings → Members. A person can hold several at once.

• Billing viewer — read the Billing page. This role is also available to organizations that are not MSPs.
• Customer setup — add customers on the Customers page and retry a failed chat address.
• Customer removal — remove or discard customers, retry an export, download archives, and cancel a removal.
• Pricing management — use the Pricing page, including each customer's tier and prices, and turn the AI Command Center on or off for a customer.

Any of the last three also opens the Customers page, showing only the controls that role allows. These roles apply to your MSP workspace, not inside your customers' workspaces: only an administrator of your MSP workspace can open a customer's portal. Signing in and access covers roles in full.