Plan requirement
| Subscription | Any plan |
How an invoice from us is put together: grouped rows, what each group covers, and why a row can cover part of a month.
Rows are grouped
Rather than one long list of individual lines, charges are gathered into groups so you can see at a glance where the money goes. Group names are printed on the invoice exactly as they appear here, so you can match a row to this table.
You will only see the groups that apply to you. Most customers see three or four.
| Zendesk Licenses | Licences for your Zendesk account. |
| Zendesk Add-Ons | Additions on top of those licences. |
| Wildix Licenses | Licences for your Wildix Collaboration account. |
| Wildix Add-Ons | Additions to that account, such as Wildix for Zendesk. |
| Wildix Hardware | Devices bought through our webshop. |
| Wildix Hardware as a Service | Devices on a subscription rather than bought. |
| SIP Trunking | The trunk account and its channels, which connect you to the phone network. |
| Call Charges | Usage for the calls themselves, including any surcharges. |
| Phone Numbers | Registration, activation and porting of your numbers. |
| Make Licenses | Licences for your Make account. |
| Google Workspace Licenses | Licences for your Google Workspace account. |
| Google Workspace Add-Ons | Additions to that account, such as backup. |
| Webhosting | Hosting for websites and web applications. |
| Domain Registration | Domain names registered through us. |
| Professional Services | Work done by our team: projects, support, service agreements, training and development. |
Reading a row
Under the group, each row names the product, the account or serial it belongs to, the order it came from and the period it covers. A licence row carries the account it is for; a hardware row carries the serial number, which is often the device's MAC address, plus the shipment it arrived in.
The order reference is the thread back to where it was agreed: for webshop orders that is the webshop order number, and for other orders the ticket in which it was authorised.
Where a number surprises you, check the period first. A row covering six weeks is not a row that has gone wrong.
Part months
A licence added halfway through a period is charged for the part of the period it existed. That is a prorated row, and it is why a new user costs an odd amount the first time and a round one afterwards.
The same happens in reverse when something is removed part-way through.
Note that the period on a licence row is the period being charged for, which is not necessarily your contract period.
Why the first invoice looks strange
It usually covers a part month plus the following full one, so the total is higher than the monthly amount you were expecting. Judge the running cost by the second invoice.
If something does not add up
Send us the invoice reference and the row and we will trace it. That is faster than working backwards from the total.
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